Frequently Asked Questions

Q: How does the South African delivery address work?

A: When you sign up for free, we instantly assign you a unique physical delivery address at our central hub in Midrand, South Africa. You can use this address at the checkout of any South African online store, just like a regular address. When your package arrives, we link it to your account using your unique details.

Q: Is it free to register?

A: Yes, creating an account and getting your South African address is completely free. You only pay when you ship a package with us.

Q: How long does it take to get my package?

A: Our goal is to get your package to your doorstep in Eswatini as quickly as possible. We operate on clear Service Level Agreements (SLAs), and our standard delivery time is within 48 business hours after you have made the final payment for shipping and customs fees.

Q: How do I track my package?

A: You can track your package every step of the way! We will send you proactive notifications via WhatsApp or SMS for all key milestones. You can also log in to your dashboard on our website for detailed, real-time tracking information.

Q: What can't I ship with Crossa?

A: You can ship almost anything you buy online. However, for safety and legal reasons, we cannot ship items that are prohibited by customs law, such as flammable liquids, explosives, narcotics, currency, or perishable foods.

Q: How is my final price calculated?

A: Your final price is made up of two main parts: (1) Our Shipping Fee, which is based on the size and weight of your package, and (2) Government Levies, which are the customs duties and VAT assessed by the Eswatini Revenue Service. We pay these government fees on your behalf and you simply reimburse us. You can get a very accurate estimate using our online Quote Calculator.

Q: Why do I have to pay customs duties and VAT?

A: Customs duties and Value-Added Tax (VAT) are government taxes that are legally required for importing goods into Eswatini. As the importer of the goods, you are responsible for these fees. Crossa simply facilitates this process to ensure a smooth clearance.

Q: What happens if my package is lost or damaged?

A: We take the utmost care with every package. Every shipment is automatically covered by our Default Liability for up to R1,000.00. For more valuable items, we highly recommend you purchase our affordable Optional Top-Up Insurance, which allows you to cover your item for its full value.

Q: How does the Optional Top-Up Insurance work and what does it cost?

A: Our Optional Top-Up Insurance is designed to cover the value of your item that is above our standard R1,000 default liability. The cost for this additional cover is calculated at a rate of 2.5% of the proven purchase price (declared value) of your item. For example, to fully insure a R5,000 laptop, the insurance fee would be R125. You can easily add this option from your customer dashboard once your package is registered at our hub.

Q: How do I make a claim?

A: Our claims process is simple. Please refer to Section 6 of our Terms and Conditions for detailed instructions. You must notify us within 48 hours for damage claims and provide a valid proof of purchase.