Answers to frequent
questions
Receiving Parcels
Can I pick my parcel up from the depot?
Yes, please contact us first to make sure it's ready at the depot for you!
How do I arrange a redelivery?
We know it's a pain missing your delivery, so we've got a number of easy options to get your parcel to you as quickly as possible:
1. Redeliver to the original address
We'll happily re-deliver your parcel to the original address free of charge. You can do this by logging an online enquiry. Please note, we only offer one attempt at a re-delivery for free.
2. Redirect to a new address
You can arrange to have your parcel delivered to a new address for a small fee. You can do this by logging an online enquiry.
3. Depot pick up
You're able to pick up your parcel directly from the depot, just make sure to contact us before you arrive to make sure your parcel is there.
How do I track my parcel?
Your parcel is scanned at each stage of its journey to you. Sometimes scanning events might be delayed due to connectivity issues.
You're able to track your parcel on our website using your waybill number.
What if my parcel arrives damaged?
If your parcel arrives damaged, you should contact the sender and let them know and they’ll advise you of the next steps.
If you’re the sender, please submit a claim from your speedball.
*Only Speedball customers are allowed to submit a claim.
What should I do if my parcel hasn't arrived?
If your parcel hasn't arrived, firstly track your parcel on our website using your label number. This will show you where your parcel is within our network.
If you’d like additional information, please complete an online enquiry on our website. One of our CSD agents will reach out to you. You can also contact your local courier directly.
Sending parcels
How can I become a Speedball Customer?
Complete our free freight analysis form and we'll allocate you to a local representative. You can also contact your local courier and they’ll get you in touch with your local Sales Representative.
Are there any items you don't carry?
We’re unable to accept dangerous goods, as per our Conditions of carriage.
What are dangerous goods?
Dangerous goods are goods that are dangerous, flammable, explosive, volatile, offensive or are of a damaging nature in the eyes of the Speedball Courier Franchisee. Usually, dangerous goods have a dangerous good label or diamond on them.
Restrictions also apply to certain types of goods we carry. These goods are specified in our Conditions of carriage.
Are there any other restrictions that may apply to my goods?
Speedball doesn't accept perishable items for transport within our network. However, if you still want Speedball to carry perishable goods then we can do so, but this will be at your risk – no limited liability coverage is included.
Perishable items are goods that are subject to spoilage or decay such as foodstuff or plants. We don't accept parcels that have a dead weight or cubic weight over 30kg.
To view the full list of restricted goods, please view our Conditions of carriage for more information.
Can I send a parcel to arrive at a specific time?
Unfortunately, we can't deliver a parcel at a specific time.
Can I send internationally?
Speedball prides itself on being a domestic courier specialist. We provide metropolitan, short-haul and national freight distribution and also offer international freight service.
How do I track my delivery?
You can track your parcel on our website by using your label number.
Don't have access? Contact your local courier and they'll be more than happy to help.
Pricing
How do you calculate your price?
Our pricing structure is completely transparent. We don't have any hidden fees or charges.
Prices are based on volume and locations.
Visit our Rates page and select the relevant region for you.
If you’re a regular sender, please visit free freight analysis for more information.
What is freight analysis?
Our free freight analysis is a quick and obligation free way for you to find out about our prices.
What is your rate schedule?
Our rate schedule provides details on our prices based on destination.
Limited liability cover
Do you offer additional levels of cover?
Unfortunately, we don't currently offer additional levels of cover.
How do I make a claim for a damaged or missing parcel?
Contact us via email or Call +254741 555 222 for usto log a claim for you
Is there an excess?
No, you won't have to pay any excess for insurance claims.
Franchising
What is a Courier Franchisee?
At Speedball, our couriers are independent business owners or Courier Franchisees. This means our couriers have a vested interest in getting your parcel to you safely and as fast as possible. It also means our couriers have specialised local knowledge of your area.
What is a Regional Franchise?
Our network is split into geographical regions. Each one of these regions is franchised, which we refer to as regional franchises. These businesses are independently owned and operated.