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Frequently Asked Questions (FAQs)

What is billable weight?

It is the greater of actual weight or volumetric weight, which is determined by the dimensions of the package. A light package with large dimensions may have a higher billable weight than a light package with small dimensions. Skypax offers a repacking service to reduce volumetric weight and minimise shipping costs, simply select your packages and choose 'Repack' from the dropdown on the Despatch button.

Can I see a photo of my package?

Yes, simply select your package(s) and then select 'Photos' from the dropdown on the Despatch button. When we have taken the photos you can click the camera icon that appears next to the package(s) to view them.

Where is my package?

While we endeavour to log packages within 24 hours of receipt, please allow up to 48 hours for a package to show in your suite during our working hours of Monday to Friday 9 AM - 6 PM. Delays in processing may be caused by a number of factors, and if you are concerned please contact customer support.

Can I use multiple names?

Yes, you can add an alias, or additional name, to your account in your account settings. If you wish to receive packages for different people such as family members we recommend using an alias to avoid problems identifying your packages when they arrive at our warehouse.

To view more or if you have any more questions please visit our Support Center.