Q1 What does pallet 'parameter' mean
All dimensions and weight within a single pallet. The maximum pallet base dimensions are 120cms x 120 cms, Half pallets are up to 200cms high and 500kgs, Quarter pallets are up to 60cms high and 250kgs
Q2 What happens if my goods exceed the 'parameter' of a pallet
If your goods overhang or the pallet exceed the base parameter by one way this will be an oversize pallet up to 200x120cms (2 pallet spaces) if you exceed the pallet base dimensions by both ways this will also be an oversize pallet up to 200x200cms (4 pallet spaces) The maximum weight of any single pallet even if oversized is 500kgs.
Q3 What if collected or delivered the pallet is larger or heavier than what is ordered.
when you click the submit button you agreed to our disclaimers, terms and conditions and accept liabilityfor any further charges applied..
Q4 Can I send hazardous goods.
Q5 I am the recipient or 3rd party making this order, do I need to contact the sender.
Yes, you being our customer it is essential you inform the sender that the engine or gearbox is free of all fluids and must be secured to the pallet, the carriers requirement is that all engines and gearboxes are strapped and shrink- wrapped or similar to the pallet. If it is not the driver will refuse to take your pallet and you will be charged for the attempted collection.
Q5a Contact details
Please check the contact details you have entered, incorrect telephone numbers is the main cause of failure. Enter and check the full details of the postal addresses. One of the biggest issues we encounter is the purchasing of Ebay and the seller has not updated their address or the registered address is not the trading address. It may not be your fault but as the customer you will be penalised for their error.
Q5b What happens if the Sender or Recipient is not available
We ask that the sender be available for the collection, and that the recipient be available to receive the goods, both between 9am and 5pm on the collection and delivery day. If there is a failed collection or failed delivery that is no fault of the carrier you will be charged a recollection or re-delivery fee that amounts to 50% of the original order price. This is set by the carrier and is agreed to when the order is placed. If you will not be available, then you must contact us to give us permission to collect or deliver the goods with nobody present.'
Q6 Is a pallet supplied if requested.
No, you must supply a pallet and make sure it is accessible for a pallet truck or pump truck to enter between the top and bottom board, approximately 10-11cm, it is wise to obtain a 4 way pallet to be sure.
Q7 Does my item need to be on a pallet
Your item needs to be safely secured and shrink- wrapped to a pallet before collection
Q8 I don't know the weight of my goods
If you don't know the exact weight don't worry as most people don't, try to be as close to what you may think it is, try not to under or over exaggerate as this may cause your or someone elses pallet to be missed as a result, the carrier is limited legally to what he can carry
Q9 What is a hard standing
Your pallet must be accessible and the driver must be able to pull or push the pallet to his tail lift to load. the surface needs to be concrete, tarmac, brick-weave or slabs for example. Think to yourself 'would you be able to move a pallet and its weight' on soil, loose shingle or turf? For example
Q10 Do your lorries come with a forklift truck
No, The driver will have a pallet truck (hand pump truck) on board, if you require a Tail lift vehicle to loador offload your pallet please request this on your collection or delivery notes, This may delay your order as not all vehicles are equipped with tail lifts.
Q11 What size are your lorries
Normally16-18 tonne rigids and a (tail lift if requested). If you have restricted access and you need a smaller vehicle such as 7.5 tonne or transit size you must inform us, please note, this request may delay your collection or delivery if a vehicle is not available on that day.
Q12 When will I get confirmation of my pallet order
Transferring data is not automated as we have to check your order before transferring to the carrier, If you order between 11.30am to 11.29am you will normally receive confirmation by midday Monday to Friday.
Q13 Do I need to check my order when I receive confirmation
We recommend you check your confirmation, we are all human and even we can make a mistake and please check your labels.
Q14 Do I have to have an account or a business to use your services
No, anyone whether residential or business can use our service without an account at any time.
Q15 I have noticed that I have given or you have transferred some incorrect details
If this happens please contact us as soon as possible, preferably by email to firstname.lastname@example.org
Q16 My card payment has been rejected or declined
If this happens we will notify you by email the reason why and will offer to send you a merchant payment link or paypal invoice for your attention. You may also contact us to make payment over the phone using our virtual terminal. Your order will not be processed until we receive payment confirmation.
Q17 When will my order be collected
Anytime Monday to Friday from 9.00am to17.00pm unless special arrangements have been agreed. There are no collections at weekends. Same-day collection is not guaranteed and may be collected the following day.
Q18 When will my order be delivered
Anytime Monday to Friday between 9.00am to 17.00
Q18a What happens if a collection or delivery is attempted and no one is in to load/offload
IIf there is a failed collection or delivery that is no fault of the driver a surcharge of 50% + vat of the original price will be charged.
Q19 May I contact the Carrier or their Depot .
No, only under special circumstances with permission granted by us.
Q20 Can I track my order
Not at the moment, so if you need to know please email us email@example.com Please try and avoid calling in the mornings as this is our busiest time for submitting orders.
Q21 I don't understand the tracking
Online tracking is not available at the moment.
Q22 Does anyone have to be present for collection or delivery.
No, but if you are not present you must give us permission to collect or leave the goods, The carrier is only responsible for your goods from the time it is in their care.
Q23 Will the driver take the pallet into my property or help to offload
The service offered is door to door on the ground floor and the driver is not obligated to help offload or take it into your property and is down to the drivers discretion.
Q24 Should I check my goods when delivered
We recommend you do, if there is any damage you must notify the driver and do not sign the POD 'proof of delivery' as received in good condition as this may invalidate any claim. You are entitled to refuse your goods, if damaged always try to take a photo and report to us asap.
Q25 How do I make a claim against damage or loss of goods
It is important that damaged or lost goods are reported to us as soon as possible. contact us preferably via email firstname.lastname@example.org and we will transfer details to the carrier. It is forbidden to contact the carrier or their insurers directly.
Q26 Are my goods insured
Your goods are insured against loss or damage caused by the carrier at £5.00 per kilo up to a maximum £5,000 per tonne / pallet. The carrier insurers may require proof of weight, cost, salvage or repair values in the event of a claim.
Q27 My goods are high value, can I have enhanced insurance cover
Q28 How long does a claim take to process
The simple answer is 'how long is a piece of string' there are a lot of insurance scams being made and the carriers insurers have seen them all, as long as you send all the information that they require truthfully and promptly enabling ease of their investigation it should be a matter of a few weeks. Delay is caused by discrepancies and fraudulent claims and may take months to settle and a rarity but may even be rejected.
Q29 I made the order and I am the recipient, how does the sender receive the labels
We will reply to the email address given, when you receive the labels please forward them to the senders email address. If you wish for us to send the labels direct please supply their email address in the collection notes. If this is not possible then ask the sender to write the delivery address to identify and attach to the pallet.
Q30 Can I get an ETA (earliest time of arrival)
We do not have direct contact with the driver so it makes it difficult for us to get an ETA without going through several departments so please avoid asking this unless it is urgent.
Q31 How long does a collection and delivery take
Collections are normally the same day of your order if ordered by 11.30am and delivery is normally the next day for express and up to 3 day delivery for economy service Monday to Friday excluding bank holidays, in remote areas it can take a further 2-3 days to arrive, for example Highlands and Islands .
Q32 Is my pallet 'guaranteed' to to be collected or delivered on time
The carriers aim it to reach it's target to deliver and collect as requested but cannot control traffic, congestion, accidents, breakdowns, roadworks, weather, loading and off loading conditions, also legal driver man hours are just a few things that can go wrong but under normal circumstances running smoothly they do attempt to guarantee your request.
Q33 Will I be contacted before collection or delivery
Drivers are not obligated to make contact before collection or delivery but for example, they may try if you live in a remote area.. They also don't want a wasted journey that could cost valuable time and money and may request aborting if there is no answer, therefore it is essential that we are given correct telephone numbers and also to avoid attempted or re-collection/delivery charges. If you are not going to be there contact us in good time to relay the message. If it's loaded it takes up space for another pallet that could be collected or delivered.
Q34 I will need to be contacted before collection or delivery as I wont be there and
can't leave the pallet safely outside or with a neighbour Add this request in the collection or delivery notes and please state how long you need the call prior to collection or delivery. please note this may delay collection or delivery if contact has not been made.
Q35 What does 'Book in' mean for a delivery
This service is not available
Q36 Can I make an order over the phone
We do not encourage this as it takes at least 20 minutes to relay and edit the form and we will only do it under exceptional circumstances. Please avoid this service in the mornings whilst we are inputting online orders to the carrier.
Q37 What can I do if I don't want to make an online payment
You may contact us by phone where we can take your card details if you wish and use our virtual terminal.
Q38 I need to chat or talk to someone
We have a live online chat during office hours which is always manned and will answer as soon as we can, If your enquiry is not urgent and you wish to talk to one of our staff we encourage you to call us in the afternoons after 13.30.
Q39 Can I cancel my order
You may cancel your order anytime but there are 3 stages for any surcharge that may apply 1a Cancel before we have manifested, no charge 2a Cancel after we have manifested and sent you confirmation, 10% admin charge 3a Cancel after the carrier has left the depot to collect, 10% plus carriers collection charge
Q40 What are your office hours
We are open from 8.30 to 13.00 and 13.30 to 17.00 Monday to Friday.