Frequently Asked Questions

Our head office and operations are based in Airport Industria, Cape Town — strategically located near Cape Town International Airport for rapid air and road freight dispatch. We service all major South African cities from this base.

Yes — Lace Couriers is a verified B-BBEE Level 2 contributor. This makes us an ideal procurement partner for government entities, listed companies, and enterprises with transformation commitments. Our certificate is available on request.

Our office is open Monday to Friday 07:00 – 17:00, and Saturday 08:00 – 12:00. Our operations line is monitored outside these hours for urgent shipments. Corporate clients have access to an after-hours contact number through their account manager.

We work with businesses of all sizes — from sole traders sending a single parcel to large corporates with hundreds of monthly shipments. Our SME-friendly pricing and personal service make us particularly popular with growing businesses that want the reliability of a large courier with the personal attention of a smaller one.

We offer Road Freight, Air Freight, Same Day Delivery, Overnight Express, Warehousing, and Corporate Logistics solutions. All services are available nationwide with optional freight insurance on every shipment.

We handle everything from single documents and small parcels to full truck loads. Air freight is typically suited to shipments under 500kg, while road freight can accommodate full-truck loads (FTL). Contact us for oversized or specialised cargo requirements.

Yes. We have extensive experience moving pharmaceutical and medical products and understand cold-chain requirements, documentation standards, and the zero-tolerance for delays that the industry demands. We have temperature-controlled vehicles available for both road and air freight.

Yes. Our road freight network covers all major commercial routes and many secondary routes across the Western Cape, Eastern Cape, KwaZulu-Natal, Gauteng, Limpopo, and Mpumalanga. If you have an unusual delivery address, contact us directly and we'll advise on the best solution.

Yes — our air freight team is IATA-certified for dangerous goods handling. We manage the classification, documentation, and packing requirements on your behalf. For road transport of hazardous materials, we comply with all ADR regulations.

Intercity same-day bookings must be placed before 10:00. Intra-city deliveries within the same metro can be booked up to 14:00. Saturday same-day is available on request. Contact us directly for bookings close to cut-off times.

Our overnight express service guarantees next-morning delivery between all major South African cities — typically before 10:00 for our premium tier, before 12:00 for standard. Collections must be booked before 15:00 the preceding day. We maintain a 98% on-time delivery rate across our overnight routes.

Freight pricing is based on the billable weight (the greater of actual weight and volumetric weight), the route, the service type (standard, express, overnight), and any special handling requirements. Use our online quote calculator for an instant estimate, or contact us for an official rate.

Volumetric weight accounts for the space a shipment occupies in a vehicle, not just its physical weight. It is calculated as: Length (cm) × Width (cm) × Height (cm) ÷ 5000. The higher of actual weight and volumetric weight is used as the billable weight.

Yes — like all freight companies, we apply a fuel surcharge that adjusts monthly in line with the official fuel price index. Your official quote will always include the current fuel surcharge so there are no surprises on your invoice.

We accept EFT (electronic funds transfer) and card payments. Corporate account clients are invoiced monthly with 30-day payment terms. Ad hoc clients are required to pay prior to or on collection unless a credit account has been approved.

Absolutely. Use our online quote calculator for an instant estimate, or contact us directly for a formal written quotation. Official quotes are valid for 7 days and include all applicable charges including fuel surcharges and insurance if requested.

You can track any shipment using the tracking tool on our homepage or through your client portal. Simply enter your Lace Couriers tracking number (format: LC-XXXX) for real-time status, location updates, and proof of delivery.

Yes. Every shipment generates a digital proof of delivery (POD) including a recipient signature and timestamp. PODs are automatically emailed to the sender within 30 minutes of delivery and are also accessible through your client portal.

Our driver will make contact with the recipient and attempt a re-delivery. If a delivery cannot be completed after two attempts, we will contact you to arrange an alternative. A re-delivery fee may apply for subsequent attempts.

Saturday delivery is available on request for most services. Sunday delivery is not available. Public holiday deliveries can be arranged in advance for corporate clients with operational urgency — contact us to discuss your requirements.

Yes. Corporate account clients receive a dedicated account manager, consolidated monthly invoicing, access to the client portal, volume-based pricing, SLA agreements, and a direct line to our operations team. Contact us to discuss a tailored contract.

We work with businesses from approximately 20 shipments per month upward. Even if you're below that threshold, contact us — we assess each account on its own merits and are always interested in building long-term relationships with growing businesses.

Yes — corporate accounts fully support multi-branch, multi-warehouse, and multi-cost-centre operations. All locations are managed under one account with centralised reporting and a single monthly invoice.

Corporate clients receive monthly or weekly reports tailored to their business — by cost centre, branch, shipment type, or route. On-demand reporting is also available through the client portal. Your account manager will work with you to define the reporting format that suits your finance and procurement teams.

Freight insurance is optional but strongly recommended for high-value shipments. We offer in-house freight insurance broking — simply request cover when booking and we'll advise on the appropriate policy based on your cargo value and route.

Report damage within 24 hours of delivery — either by calling us on 021 386 2244 or submitting a claim via our Claims Process page. Retain all original packaging as it is required for the assessment. Photograph the damage immediately. Do not dispose of any packaging until your claim is resolved.

We acknowledge all claims within 2 business days. Most claims are assessed and resolved within 10 – 15 business days, depending on the complexity and whether insurance is involved. For insured shipments, we liaise directly with the insurer on your behalf.

Damage claims must be reported within 24 hours of delivery. Loss claims must be reported within 7 days of the expected delivery date. Claims submitted outside these windows may not be accepted. When in doubt, contact us immediately.