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FAQs
Have a question? have a look at our FAQs for help. If you can’t find the answer to your question, contact us and we will be happy to help.
Why is proper packaging important?
During transit, all cargo is subject to natural movement within the vehicle. As the truck drives, brakes, or turns, goods may shift slightly causing boxes to rub against one another or against other freight. This movement is an unavoidable part of road transportation, even when the load is properly secured and handled with care.
If items are not packaged appropriately, this shifting can result in damage such as:
- Boxes collapsing or tearing open
- Fragile items cracking or breaking
- Surfaces becoming scratched or scuffed
For this reason, it is the sender’s responsibility to ensure that all goods are packaged securely with suitable materials, strong boxes, and adequate internal cushioning. Proper packaging helps safeguard your shipment from the normal vibrations and movements experienced during transport.
Please note that damage arising from insufficient or improper packaging is not always considered negligence on our part, as it results from the natural dynamics of transit rather than mishandling.
Who is responsible for completing the waybill?
It is the responsibility of the sender to ensure that the waybill is fully and accurately completed.
Account holders whether acting as the shipper or the consignee may also capture and email the waybill to the shipper, or print it directly. This is the preferred option, as it ensures that the shipment details are clearly legible and correctly recorded in our system. A printed waybill greatly reduces the risk of delays caused by incorrect or incomplete information.
Many delivery delays occur because of:
- Incomplete or unclear street names or numbers
- Destination towns with duplicate names (and no postal codes)
- Illegible handwriting or missing contact details
To ensure your shipment reaches its destination on time, please provide complete and accurate address details and, where possible, a printed waybill. If printing is not possible, it remains the sender’s responsibility to clearly and correctly complete the waybill before collection.
When booking a dedicated load, what should I consider ?
When booking a dedicated vehicle, please take the following into account:
- Access and location: Confirm that both collection and delivery sites can accommodate the vehicle size — for example, a superlink or 8-ton truck.
- Loading and offloading: Ensure labour and mechanical equipment (such as forklifts or cranes) are ready and available at both ends.
- Standing times: Standard loading and offloading time is 3 hours, depending on the vehicle configuration.
- Delays: If loading or offloading is delayed, operations may need to continue after hours.
- Cancellations: Failing to cancel a truck in time will result in a financial penalty.
What services do you provide?
Freight Innovations provides domestic and international logistics solutions, including road freight, overnight airfreight, export air and cross-border road freight, dedicated full loads, domestic distribution, managed services, and customs clearance.
Some services are available only to account holders, but cash customers can use the Quick Quote page to easily get a quote, make payment, and book a collection online.
Cross Trade
Yes, we do. Cross-trade shipments, moving goods directly between two countries without transiting through South Africa can be one of the most cost-effective and efficient ways to deliver products from manufacturers to end customers.
With 23 global branches across the Americas, Africa, Asia-Pacific, and Europe, and over 250 worldwide network partners, Freight Innovations is uniquely positioned to manage reliable and secure cross-trade logistics anywhere in the world.
Can you deliver heavy goods to a residential address?
Yes, we can. However, the delivery or collection point must be accessible to a 6–8 ton tail-lift truck. Some residential roads and estates restrict vehicles over 4 tons or have low tree coverage, which may limit access.
Deliveries are curbside only, but our drivers can use a pallet jack to move items into a garage or similar area where possible. For delivery beyond curbside, a White Glove or additional labour service must be arranged in advance, as extra charges and location confirmation apply.
Do you have a list of prohibited goods?
Yes, Freight Innovations maintains a detailed list of items that cannot be transported. You can view the complete list here: View Prohibited Goods
What is the latest collection time for my area?
Account customers can schedule collections directly with their sales representative, and recurring or fixed-time collections can be arranged in advance for any time during the day.
Please note that certain regional areas are serviced once daily, either in the morning or afternoon, depending on the route, confirmed on the day of collection.
Do you have a packaging guide?
Please refer to our Box, Pallet, and Crate Guides for packaging recommendations. When preparing your shipment, consider the number of handling points and hubs it will pass through — stronger packaging is always better to ensure your goods arrive safely and in good condition.
How do I change or cancel a booking request?
A: To change or cancel a booking, please email collections@freight-innovations.co.za
with your collection reference number and cancellation request, or call our Service Desk on 0861 777 913.
If you have a Prepaid Account, any applicable charges will be credited to your account. All requests are managed through our customer support ticketing system, ensuring they are handled quickly and efficiently.
What are the maximum weight and size limits for a parcel?
Here’s no minimum parcel size, and almost any shipment can be moved through our network. The key factors are whether the sender and receiver can load or offload the shipment, and if the truck can access both locations.
Weight and size limits also depend on the service type airfreight is restricted by aircraft capacity, while road freight is influenced by truck size and accessibility.
Our extensive vehicle network allows us to move shipments of all sizes, though oversized cargo that doesn’t move easily through standard routes may have longer transit times.
Do your drivers have boxes and packaging with them?
No, our drivers do not carry packaging materials and cannot supply them on the day of collection. We recommend using a local packaging supplier and contacting us once your goods are securely packed and ready for shipment.
In major centres, a White Glove Service can be arranged, which includes on-site packaging before collection and handling by our trained team. This must be booked in advance to ensure availability.
Do you transport dangerous and/or hazardous goods?
No, our network does not permit the transport of dangerous or hazardous goods. However, certain items such as paint and similar materials may be accepted in limited, permissible quantities.
For account holders, we can make special arrangements when urgent assistance is required to move a dangerous goods load. Please send us the item’s Material Safety Data Sheet (MSDS) so our team can review and confirm whether we are able to assist.
Do I need an account to send a package?
No, you don’t. Cash customers can use the Quick Quote page to get an instant quote, make payment, and book a collection online.
For frequent shippers, our account options offer discounted and tailored rates to suit your business requirements.
Do you deliver to P.O Boxes?
No, we are unable to deliver to P.O. Boxes. A complete physical address and contact details are required to ensure successful delivery.
If the recipient cannot provide a physical address, we can arrange collection from the nearest depot within our national network contact us to find the most convenient location.
What additional reporting do you offer businesses?
Freight Innovations provides detailed monthly and on-demand reports covering every aspect of your logistics activity. These include:
- Delivery performance reports showing on-time and out-of-SLA shipments
- Collection analysis with late and missed pickup tracking
- Finance summaries for damages, claims, and credit notes
- Ticket and email handling metrics, showing query volumes, response times, and resolution performance
- Reports can be delivered in Excel or analytical PDF format and customised for specific departments or recipients.
Do you transport furniture?
We are not a furniture removal company, and for insurance and network compliance reasons, we are unable to transport used or personal furniture.
However, we can transport new furniture being delivered to a customer for first-time use. Your sales representative will confirm the packaging requirements and ensure all agreements are finalised upfront before shipment.
When should I ask Freight Innovations for an import quote?
It’s best to request a comparative quote at the time of purchase. Always get quotes on all shipping terms (FOB, CIF, etc.) while the initial freight cost may seem lower, exporters often use their own agents who may charge higher landside fees, resulting in a higher total cost on arrival.
Freight Innovations provides an accurate final quote with no hidden landside charges upon arrival in South Africa, ensuring full cost transparency.
Do your drivers accept cash on delivery?
No, our drivers do not accept cash payments, and Freight Innovations will never request payment in cash. Be cautious of scams involving fake shipment requests.
Account holders are only contacted through official company channels, and cash customers must make payment securely via the COD Quick Quote page using our approved PayFast portal.
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