SUPPORT



Collection & Delivery

Do I have to package my parcel?

Yes, you must package your items securely. If you fail to do this, you may invalidate any insurance cover that you have due to insufficient packaging. Please ensure that you are familiar with the packaging guidelines for your chosen carrier by visiting the packaging guidelines page.

What measurements do I need to get a quote and book a parcel for collection?

When you request a quote you are asked to provide exact weight and dimensions for the item that you are sending. The price we charge is based on this information so it is essential that you give us the correct information to avoid any surcharges. You are responsible for ensuring this information is correct. You should provide us with the items height x length x width in CM, and the items weight in KG. Please round up if needed to ensure you do not under estimate the size if the goods you are sending.

What happens if my parcel is bigger or heavier than I stated in my booking?

When you are booking an item for collection, you MUST ensure that you provide the correct weight in KG and dimensions in CM. If you provide incorrect details for your item, you will be liable for surcharges applied by our couriers. These charges are agreed to when you purchase a service provided by any of our carriers and you will be liable for any surcharges applied if your item is larger than stated at the time of booking. Surcharges are non-refundable and cannot be disputed as these have been applied by the carrier.

WHow do I get my labels to fix to the package once I have booked the service?

Once you have booked the service via our system, you will receive a confirmation email and a separate email containing your labels. These labels MUST be affixed to your parcel securely in order for this to be collected and delivered. Any parcel that does not contain the labels we issue will not be collected.

I don’t have a printer, can the driver write a label for me?

No, you must be able to print the labels that we send. Our courier partners are unable to issue labels so if your parcel does not have the labels we issued attached, this will not be collected. Please ensure that you have enough time to package the item, print and affix the labels we issue before the collection date you choose to avoid a failed collection.

Can the driver call me before he collects or delivers?

No, you must be able to print the labels that we send. Our courier partners are unable to issue labels so if your parcel does not have the labels we issued attached, this will not be collected. Please ensure that you have enough time to package the item, print and affix the labels we issue before the collection date you choose to avoid a failed collection.

What happens if I miss the driver who is booked to collect my parcel?

If you miss the collection of your parcel you will need to contact us to re-arrange this collection. You may incur surcharges from our courier for a missed collection when we have arranged to call, so to avoid any issues, please ensure that you are available for the full slot that we have agreed with you to collect your parcel.

How long does it take to receive my bag/parcel after I send it?

The services we offer are premium next day services (Excluding remote locations & some international). Unlike other courier websites our aim is to offer premium next day services and economy prices. This means you can spend less and still get your items in most cases by the next day.

Can I cancel the service I have booked & are there any fees for cancellation of the service?

Yes you can cancel the service you have booked any time before collection. If we are unable to action the cancellation in time, the courier may still attempt collection. If this happens you may be liable for failed collection surcharges. If you do wish to cancel a collection you have booked, please try to let us know as soon as possible so we can get this cancelled with the courier.

What Can I send?

What size/weight item are you allowed to send?

Each of our courier partners has different weight and size restrictions. We have listed each courier and the restrictions that they have in place. The best way to see what you can send with each courier we use is to measure and weigh your item and enter the details into our quote form. We will then list every courier that you can use for your item.

What items are prohibited to send via your couriers?

There is an extensive list of items that are prohibited or restricted with each of our couriers. Please ensure that the item you are sending is not prohibited or restricted by checking this before you send as we are not liable for any issues that result in sending these items.

General

I have received surcharges to my account. Why has this happened?

Surcharges can be avoided by ensuring that your parcel is as described. You will be notified of any costs for collection and delivery of your parcel before you checkout and book the service. If, however our courier finds that your parcel is not as described and larger or heavier than the service you paid for, they will apply surcharges for this. These surcharges are billed to you directly. You are responsible for providing us with exact specifications of the item you are sending as a condition of booking a service through us.

For Any Help Or Queries

support@parcelboom.com

For Any Help Or Queries

support@parcelboom.com

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