Help Center

What are the 3 things I need to know before my first shipment? How are forwarding fees charged? My parcel arrived at your warehouse but I forgot to submit an order — how can I fix this? What address should I use for forwarding? Can I ship forwarding goods and sourced goods together? What are the parcel inspection and intake rules? How do I return a forwarding item? What do the forwarding order statuses mean? How long will it take for a seller to ship after I place a sourcing order? How long does it take for sourced goods to reach your warehouse? What is the sourcing service fee? What do the sourcing order statuses mean? How do I cancel a sourcing order or request a refund? How long can goods be stored in your warehouse?

How do I view my account information? How do I register an account? How do I change my password? How do I recover a forgotten password? Top-up processing time and fees How do I request a withdrawal of my account balance?

Can I combine multiple purchases into one shipment? How do I choose between self-declaration and general declaration for customs? How long after submitting a shipment order will it be processed? What are the international shipping restrictions? How is chargeable weight calculated? What are the customs duties in South Africa? What value-added services does ImportDIY offer? What is custom logistics?

How do I track my parcel after it has been shipped? Why has my tracking not updated? What should I do if I receive damaged or missing goods? What is customs inspection? What is an international return (outbound return)? What is a domestic return (inbound return)? What are the compensation rules?

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