Questions and answers
Answers to common questions about sending, receiving and tracking parcels with VIPEX.
Sending
How do I send a parcel?
Take it to any VIPEX office with the receiver's name and phone number. You will be given a Sending Receipt with a tracking code and a QR code.
How much does it cost?
Rates are not published online. Call or visit your nearest VIPEX office and staff will tell you the rate for your parcel.
When are the offices open?
VIPEX offices are open from 4:00 AM to 11:30 PM, every day.
Receiving
How will I know my parcel has arrived?
VIPEX calls or texts the receiver when the parcel reaches the destination office. You can also check the tracking page at any time.
How long does delivery take?
Parcels usually reach the destination office about 8 hours after they are sent. The tracking page shows when yours was sent and when it arrived.
Can the parcel be delivered to my home?
Yes. VIPEX offers home delivery as well as collection at the office. Call the destination branch to ask about the areas covered and the charge.
Do I have to pay anything when I receive my parcel?
Only if the tracking page shows an amount under "Receiver to pay". That amount is paid to VIPEX when you collect the parcel or when it is delivered to you. Never pay anyone else for a parcel.
Tracking
Where do I find my tracking code?
It is printed on the Sending Receipt. You can type it on the Track page or scan the QR code on the receipt with your phone camera.
The website says my code is not valid. What does that mean?
No parcel has been registered at any VIPEX office under that code. Check it against the receipt and try again. If someone sent you the code as proof of a parcel, do not pay them anything and call a VIPEX office to confirm.
The website says it could not check my code.
That means the tracking service did not respond. It does not mean the code is wrong. Check your internet connection and try again in a few minutes.
Problems
How do I make a complaint?
Call the complaints line on 027 501 9133, or send a message from the Contact page. Have your tracking code ready if the complaint is about a parcel.