Questions
Frequently asked questions
Quick answers for senders, recipients and stores.
Sending
How much does a delivery cost?
The price depends on the destination city and on home or stop-desk delivery. It is shown when you create the parcel, before you confirm.
Can my customer pay on delivery?
Yes. Set the amount to collect; the rider collects it and you receive it, minus the delivery fee, in your payout.
When do I receive the cash collected?
Collected cash is checked by our finance team and paid out in statements that list each parcel and fee.
Do you pick up from my place?
Yes, a rider can collect parcels from you. You can also drop them at an OnTime office.
Does the price depend on weight?
Standard parcels are priced by destination and delivery type. For bulky or heavy goods, contact us for a quote.
Receiving
How do I track a parcel?
Enter the tracking number and the last four digits of the recipient's phone on the tracking page.
What if I miss the delivery?
The rider records the reason and tries again. After three attempts the parcel goes back to the sender.
Can I collect my parcel from an office?
Yes, if the sender chose stop-desk delivery. Find the office address and hours in the branch finder.
Can I refuse a parcel?
Yes. The rider records the refusal and the parcel is returned to the sender.
Stores and businesses
How do I open a store account?
Sign up as a store with your details and city. The OnTime agency for your region reviews and approves it.
Do you have an API?
Yes. Stores can create API keys, create parcels from their website and receive signed webhooks when a status changes.
Can I upload many parcels at once?
Yes. Import a spreadsheet of parcels, and export your parcels whenever you need.
How are returns and exchanges handled?
From your account you can request exchanges, refunds and returns; each one is tracked like a parcel.
Ready to ship with OnTime?
Open a store account in minutes, or talk to our team about your volumes.