Answers for a smoother shipment.

FS Pickup Spots is a last-mile parcel network that connects senders, approved FS locations, sorting operations, delivery teams and recipients. FS records the shipment journey from acceptance to secure collection or doorstep handover.

Registered vendors, freelance sellers and customers can use FS where the selected service is available. Business senders receive workspace tools for booking and managing shipments, while recipients do not need an FS account to track or receive a parcel.

Use the FS location finder to choose an active location that accepts drop-offs. The shipment is considered received by FS only after the location checks it and records the verified intake.

Yes, as an approved collection request. Collection is a special service and may add a fee based on distance, service speed, load and handling; FS presents the quote for approval before dispatch.

The charge can include route distance, delivery promise, parcel category, chargeable weight or size, special handling and any approved collection service. An estimate is guidance; the confirmed charge is shown before payment.

Yes. The sender chooses FS Point collection or doorstep delivery where coverage supports it. The selected method determines the destination, routing and secure handover process.

Enter the FS tracking number on the tracking page. Public tracking shows verified stages, the latest update and what happens next without exposing customer, employee or contact details.

When a parcel is ready for collection, FS sends the recipient a secure link to generate a short-lived pickup code. Keep the code private and share it only when the parcel is physically present for handover.

FS Support or an authorised operations user can resend the secure link to the verified recipient contact. FS will not disclose the code by phone or accept a screenshot as proof of payment or identity.

Available methods are shown in the governed checkout. FS normally presents M-Pesa Express first, M-Pesa Paybill as a fallback, and Pesapal when enabled; a payment is completed only after backend confirmation.

Illegal, dangerous, hazardous, live, leaking, unsealed or improperly declared items are not accepted. Additional restrictions may apply to high-value, fragile, perishable or regulated goods, so confirm the category and packaging before drop-off.

Tracking shows the latest verified stage and next action. A safety review pauses movement without implying wrongdoing; FS Operations or Support resolves the issue before the parcel is released, rerouted or returned.

Open an FS Support case using the tracking number as soon as possible. FS reviews custody events and available evidence, then records the approved resolution; raising a concern does not falsely mark the shipment complete.

Contact FS before the parcel advances through routing. A change is not guaranteed after verified intake and may require identity checks, a new route, a revised charge and approval from the responsible sender.

Use the relevant FS onboarding path and provide the required verified information. Partner FS Points, vendors and contracted drivers follow separate approval, access and commercial controls; FS sorting centres remain part of FS operations.