Changing a delivery address after a parcel has shipped is sometimes possible and sometimes not, and who you ask depends entirely on how far it has travelled.
ContactDetails.co.za is an independent directory. We are not a courier or a retailer and cannot trace or release a parcel. Everything on this page is a routing aid.
Who actually handles this
The retailer before it ships; the courier once it has. A retailer can change an address on an unshipped order easily. Once a parcel is in the network, only the courier can redirect it, and some will not redirect at all.
What to do, in order
- Check the tracking status first. Not yet collected is a different situation from in transit.
- Contact the retailer immediately if it has not shipped, and ask it to amend the order.
- Contact the courier with the waybill number if it has shipped, and ask whether a redirection is possible.
- Expect limits. Many couriers will only redirect within the same area, or to a depot for collection, and some charge for it.
- Get written confirmation of any change. An address change agreed verbally and not recorded is the most common cause of a misdelivery.
What to have ready
- The waybill or tracking number.
- The order number and retailer.
- The original address and the new one, in full.
- Your identification, since couriers verify who is asking before redirecting a parcel.
Verified courier customer care routes
Every route in this table was taken from the company’s own official contact page and checked on 21 August 2026. Contact details change, so confirm on the official site before relying on one for anything urgent.
| What it is for | Contact |
|---|---|
| The Courier Guy customer support | 086 120 3203 |
| The Courier Guy WhatsApp | 064 848 1531 |
| RAM customer care | 0861 726 726 |
| RAM parcel tracking | 010 494 8223 |
| DHL customer service (shipment queries) | 0860 345 000 |
| DHL customs support | +27 11 923 0398 |
| PostNet call centre | 0860 767 8638 |
| PAXI customer enquiries | 086 000 7294 |
| CourierIT | +27 11 552 1000 |
| DSV national contact centre | +27 31 310 6000 |
Who owns the problem: retailer, courier or you
- If you bought online, the retailer is your contract. It chose the courier and it owes you delivery of what you paid for, in the condition you paid for. Whether its courier failed is a matter between them. Say this plainly and in writing when a retailer tries to hand you to the courier.
- The courier physically holds the parcel and is the only party that can trace it, produce a proof of delivery, or redirect it. It works from the waybill number and generally caps its liability unless extra cover was bought.
- If you shipped it yourself, you are the courier’s customer and the claim is yours to make.
- The Consumer Goods and Services Ombud takes unresolved consumer complaints free of charge, once the supplier’s own process has been used.
The waybill number traces the parcel; the order number traces the purchase. Having both, and knowing which party you are actually dealing with, resolves most courier problems faster than any phone number does.
Common mistakes that cost time
- Asking the retailer once the parcel is already with the courier. It generally cannot help then.
- Assuming a redirection is free or guaranteed. Many are neither.
- Not getting the change confirmed in writing.
- Leaving it until the delivery day, by which point the parcel is usually already on a vehicle.
The scam to watch for
Be cautious of anyone contacting you to confirm an address change you did not request. Redirecting a parcel to a different address is a known fraud, and couriers verify identity before redirecting for exactly that reason.
If you bought online, your contract is with the retailer, not the courier. The retailer chose the carrier and owes you delivery of what you paid for. Whether its courier lost, delayed or misdelivered the parcel is a matter between them, not something you have to resolve.
If it is not resolved
The Consumer Goods and Services Ombud takes unresolved consumer complaints against participating suppliers, free of charge to the consumer. It expects the supplier’s own complaints process to have been used first and will ask for its reference number, so get one and keep it.
| What it is for | Contact |
|---|---|
| Consumer Goods and Services Ombud call centre | 0860 000 272 |
| CGSO WhatsApp | 081 335 3005 |
| CGSO general email | [email protected] |
Related contact pages
- Transport and courier contact pages
- Delivery Address Change Contact Details
- Transport
- Sasfin Contact Details
- Uct Contact Details
- Rebrooks Attorney Contact Details
- Legalwise Contact Details
- How to verify a contact number before you use it
- Vw Contact Details
Frequently asked questions
Can I change the address after it ships?
Sometimes. It depends on the courier and how far the parcel has travelled. Ask with the waybill number in hand.
Will it cost extra?
Often yes. Redirection is a service and many couriers charge for it.
Can I redirect to a different city?
Usually not. Most redirections are limited to the same delivery area or to a depot for collection.
Contact routes on this page were checked against each company’s official source on 21 August 2026.