Frequently Asked Questions
Quick answers to how Crossa shopping, transit, customs, and collection work.
📦 1. Getting Started
How does the South African delivery address work?
When you create a free Crossa account, you are instantly issued a dedicated South African delivery address at our central transit hub in Midrand, Johannesburg. You enter this address as your shipping address when checking out on any South African online store (Takealot, Zara, Shein, Superbalist, etc.). When your parcels arrive at our hub, we scan them to your account and consolidate them for cross-border transit.
Is it free to register with Crossa?
Yes, registration is 100% free with no monthly subscription or hidden membership fees. You only pay for shipping, customs clearance, and optional top-up insurance when you actually ship packages.
🚚 2. Shipping & Delivery SLAs
How long does it take to get my package in Eswatini?
We operate on strict Service Level Agreements (SLAs). Once your package arrives at our Midrand intake hub, it is processed and invoiced within 8 business hours. Following settlement of customs duties and shipping fees, your package is cleared across the border and delivered to your doorstep or collection locker within 48 business hours.
How do I track my package?
You will receive automated, proactive updates via WhatsApp and SMS at each milestone (Hub Intake, Customs Pre-Clearance, Border Crossing, Hub Arrival, and Out for Delivery). You can also view live package status in the Crossa mobile apps (iOS and Android) or web portal dashboard.
What commodities are strictly prohibited?
Prohibited items include hazardous materials, flammable liquids, loose lithium batteries without certification, firearms, ammunition, tactical gear, illegal narcotics, counterfeit goods, and prescription-only medicines (Schedule 2+).
💊 3. Over-The-Counter (OTC) & Health Supplements
Can I ship vitamins, health supplements, or medicines?
Yes, personal-use quantities of non-prescription Over-The-Counter (OTC) health products (Schedule 0 and Schedule 1 only), vitamins, dietary supplements, and cosmetics are permitted (maximum 90-day supply). Prescription-only medicines (Schedule 2+) and strict cold-chain items requiring 2°C to 8°C refrigeration (e.g., insulin, vaccines) are strictly prohibited.
What are the holding and collection rules for health products?
Because Crossa operates a Controlled Ambient network (15°C to 25°C), health goods have accelerated timelines to safeguard freshness: complimentary holding at Eswatini collection hubs is strictly limited to 72 hours (3 business days). After 72 hours, an E25.00/day demurrage surcharge applies. Uncollected items after 7 calendar days are deemed abandoned and safely destroyed under health standards. For smart lockers, parcels must be collected within 24 to 48 hours.
💳 4. Pricing, Customs Duties & Payments
How is my final cost calculated?
Your total consists of: (1) Freight/Shipping Fee calculated on chargeable weight (the greater of actual scale weight or volumetric weight: L × W × H / 5000), and (2) Statutory Customs Duties & Import VAT assessed by the Eswatini Revenue Service (ERS). Crossa advances these border fees on your behalf as pass-through costs.
What payment channels can I use?
We accept MTN Mobile Money (MoMo) Eswatini, Standard Bank EFT, and Visa or Mastercard payments via our secure iKhokha payment gateway.
🛡️ 5. Safety, Insurance & Claims
What happens if my package is damaged or lost?
Every consignment handled by Crossa automatically includes Default Liability Cover up to R1,000.00 (contingent upon providing an authentic merchant invoice).
How does Optional Top-Up Insurance work and what does it cost?
For packages valued over R1,000.00, you can purchase Optional Top-Up Insurance directly from your customer dashboard at a rate of 2.5% of the proven purchase price (e.g. to insure a R5,000.00 laptop, the fee is just R125.00). This provides full replacement cover up to R25,000.00 per consignment.
How do I submit a damage or loss claim?
Email claims@crossa.africa with your tracking number, purchase invoice, and photos of the damage. Damage claims must be submitted within 48 hours of receipt; missing parcels may be claimed 7 days after the estimated arrival date. Valid claims are resolved within 10 business days.