Frequently Asked Questions

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Frequently Asked Questions

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  • Obtaining a quote
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How do I get a quote?

Please click here to get a quote. If you have an account with us, login to myDPD Laser to get a quote

How much will it cost to send a parcel internationally?

Please contact our Internationals team for a comprehensive quote on 010 600 2323 or [email protected]. Please have the following information at hand: destination, dimensions of the package (width, height and length in cm), weight of the package in kg’s and a full description of the goods.  

What are surcharges?

These are particular charges that apply to particular services offered by DPD Laser. Typically these charges relate to either service add-on’s (eg. Saturday Delivery) or statutory costs that we recover through a surcharge (eg. Fuel & Tolls). (Please get a legal/operational exec person to read and approve this.) Please contact our Customer Care Team on 010 600 2323 for a comprehensive quote.    

How do I convert weights?

To get a cost estimate for sending a package we will need to know the weight of the package in kilograms (kg’s). 1000 grams (g) = 1 kilogram (kg) Remember too that we charge on the greater of either the actual or volumetric mass of a parcel. Volumetric mass is the Length x Breadth x Height (cm) divided by 5000.  
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  • Our terminology explained
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What is a Waybill?

This is the document attached to an item once collected by DPD Laser.  It contains all the information required for dispatch, the standard ‘Conditions of Carriage’ and serves as ‘Proof of Delivery’ (POD).  By signing a Waybill, the Sender is concluding a contract with DPD Laser and warrants his/her authority to enter into this contract.

What does ‘Conditions of Carriage’ mean?

All business undertaken by DPD Laser is subject to these conditions. Full details can be found on the back of our Waybill or can be accessed here.  
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  • International shipping
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What is the South African Customs Clearing Process for non-document shipments?

Though the South African Revenue Service (SARS) regularly implement changes to the Customs clearing process. We stay in full compliance with all new requirements so as to avoid delays and possible penalties in the Customs Clearing process. The following is required at the time of collection of any ‘non-document’ export shipment through our network - this will allow our clearing team to manage your clearance on consignment seamlessly and without delay: •All exports shipments must be accompanied with a fully completed and signed Clearing Instruction. We have prepared a document to assist you in the completion of these forms (available from our Internationals Team) and our Team are on stand-by to guide you through this process. In order for DPD Laser to complete the Customs entries on your behalf – DPD Laser must be in possession of a fully completed, dated and signed Clearing Instruction for each ‘non-document’ export shipment, regardless of the value of the shipment (the same applies to imports). An incomplete Clearing Instruction will cause delays in the clearing process. •All export shipments must have a commercial invoice. The invoice must include a detailed description of all the items enclosed in the shipment as well as the value of each and every item. •Companies who want to Export/Import is required to be registered with SARS. Once registered you will be allocated an Exporters Code which will need to be captured on your clearing instruction form As a South African citizen, you are permitted to export and/or import as many shipments as you like, provided the consolidated value of these shipments is less than R150,000 per year. This excludes shipments to/from Botswana, Lesotho, Namibia and Swaziland (BLNS) – where all exports/imports require that the individual be registered with SARS and have an Exporters/Importers Code. Lastly, please take note of the following clearing requirements and procedures which we are obliged to bring to your attention as your clearing agent: • All formal entries will be framed and only on release by SARS will the goods be exported. • All shipments being exported on a ‘temporary basis’ will first undergo Customs clearance and may be subject to inspection prior to departure. Please do not hesitate to contact our Internationals Team on 010 600 23 23 for any further assistance.  

Why am I being charged duties and taxes by Customs for goods I have purchased and paid for online?

Customs duties and taxes are not typically included in the price of the goods you purchase online nor do they form part of the overall shipping costs.  Duties and taxes are imposed by the local Customs authority and are payable prior to the release of the goods. Estimates provided are based on the freight cost of the shipment. Duties and Taxes are imposed by the relevant country of import / export based on the countries customs laws. Additional clearing costs may apply Duties and taxes are most typically not included in the price of the goods you purchase online, and are not be included in the overall shipping costs you pay to the online retailer.

What is a ‘Commercial Invoice’?

A ‘Commercial Invoice’ is a document which states the price paid for the goods that have been purchased. It will also include information such as the goods purchased, the currency of payment, the buyer’s name and delivery address as well as the seller’s name and address. A paper copy of the Commercial Invoice is usually included with the goods, although an electronic version is typically sent as well. The commercial invoice is a document between the supplier and the customer that clearly describes the sold goods, and the amount due on the customer. The commercial invoice is one of the main documents used by customs in determining customs duties.  

What are the new SARS regulations on importing and exporting goods as an individual?

As a South African citizen, you are permitted to export and/or import as many shipments as you like,  provided the consolidated value of these shipments is less than R150,000 per year.  This excludes shipments to/from Botswana, Lesotho, Namibia and Swaziland (BLNS) – where all exports/imports require that the individual be registered with SARS and have an Exporters/Importers Code. Please contact our International’s team on 010 600 2323 for further guidance.
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How do I login to the Customer Zone?

Please enter your Username and Password into the fields provided on the Customer Login link to access your DPD Laser account. If you have forgotten your password or username – please contact your Account Manager or alternatively our IT Team on 010 600 23 23 / [email protected].  

How can I set up an account with DPD Laser?

Please complete a small questionnaire to let us know more about your business and your courier requirements. You will then be contacted by a sales representative who will  supply you with the credit application as well as rates which are best in line to fit your business and courier requirements.

What is the Customer Zone?

This is an internet-based system which allows authorized customers access to the following services through the DPD Laser website: Online tracking Billing and delivery information Online quotations Online ordering Logistics reports Electronic documentation (SARS approved invoices and statements)    

What is the process for ordering stationary?

As a client you can log into the customer zone portal and complete the online request to replenish your DPD Laser branding operational stationery. Operational stationery includes, Flyer bags, Waybills, Document protector window pockets as well as the various stickers. ( Fragile, Overnight, Dawn Delivery, Saturday Delivery, Public Holiday)  there is a tab on the dashboard labelled Stationery, select this option and complete the require account information and select the stationery you require. Once you have submitted the order you will receive a confirmation email notifying you that we have received your request.
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What is considered ‘Remote’?

Typically this is a shipment sent to an area that is beyond our regional towns and may only be serviced on specific days.

What is International Road Freight?

DPD Laser’s International Road Freight service is designed for the delivery of less-urgent shipments into neighboring African countries. Declarable (non-document) shipments require a completed and signed Clearing Instruction - please refer to the South African Customs Clearing Process in the FAQ section. Furthermore, please note that shipments to/from Botswana, Lesotho, Namibia and Swaziland (BLNS) – require that all shippers/receivers be registered with SARS.  We will be unable to effect the shipment in the absence of an Exporters/Imports Code.

What are Main Centres?

Areas within the DPD Laser network - main centres include Bloemfontein, Cape Town, Durban, East London, George, Johannesburg, Kimberly, Nelspruit, Pietermaritzburg, Polokwane, Port Elizabeth and Pretoria.

What is Overnight Express?

This service allows you to send an item anywhere in South Africa within 48 hours.
Main Centres You can send an item between any two of the Main City Centres.  Within the DPD Laser network - Main Centres include Bloemfontein, Cape Town, Durban, East London, George, Johannesburg, Kimberly, Nelspruit, Pietermaritzburg, Polokwane, Port Elizabeth and Pretoria.  Items will be delivered to any location within a 40km radius of the Main City Centre by 11h00 the following business day.There is a minimum charge for an item weighing anything up to 2kg and thereafter items are charged per additional kg. Regional Areas If you would like to send items anywhere outside the Main Centres of South Africa then items will be delivered within 48 hours. There is a minimum charge for an item weighing anything up to 2kg and thereafter items are charged per additional kg.

Where is my parcel?

We give each parcel its own parcel number. On the basis of this number you can track the progress of your parcel in myDPD Laser or in our app, and if necessary arrange for delivery on a different day or to a different location.

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