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Parcel Tracking

Consignment No.

General	Services	Packaging	Bookings
Tracking	Payment	Delivery	Claims

GENERAL

Do I have to 'Open an Account' to use your Services?
No, we offer our services to all traders, businesses and private individuals so long as you hold a valid credit or debit card or you are a PayPal user. NO ACCOUNT IS REQUIRED

Are you VAT Registered?
Yes we are VAT registered; all our prices quoted exclude VAT at the prevailing rate. Our VAT registration number is 688 9889 20

What is your Company Registration number?
Our Company Registration number is 03530859 and registered as One Call International Limited t/a Parcel2Send.net

What is the latest time I can book a Same-Day Courier service?
Same-Day Courier requests can be made online anytime between 7:00am and 7:00pm, however we operate a 3:00pm cut-off time for bookings being delivered the same-business day (depending on area). If you have a specific request for a timed courier service outside normal business hours please contact our control centre on 0800 6899200 or click here

Where do you deliver to?
Services currently operate within the UK mainland (excluding islands)

How long will my delivery take?
We will complete same-day courier bookings by 7:00pm the same working (generally sooner pending traffic) ECN Parcels are scheduled for delivery completion by the carrier the next-business day between 09:00 to 19:00hrs. EXP Parcels are treated as priority deliveries and therefore are scheduled for delivery completion the next-business day by 12:00 noon.

What days do you deliver?
We deliver Monday to Friday. (excluding public holidays.) We also offer Saturday A.M. parcel delivery services. Same-Day delivery by courier can be arranged any day of the week (excluding Christmas Day, Boxing Day and New Years Day). All Same-Day Courier services are completed by dedicated courier vehicle, and NOT by a parcel network carrier.

Can you deliver in the evenings?
Evening delivery is available if your confirmed order was booked with a 'Same-Day Courier' Please be aware 'Overnight' parcel services by carrier can deliver anytime up to 7:00pm Monday to Friday - If you are unable to accept delivery we may try to leave your parcel with a neighbour.

What happens if I am out and delivery is not completed?
The carrier will attempt delivery as requested the following business day, if you are unavailable or out when the carrier tried to deliver, an automatic retry at delivery is attempted the next-working day (excluding weekends) Carriers are unable to reattempt delivery the same-day. If the carrier is unable to complete delivery your goods will be held at the nearest depot for collection in person. Any requested attempt at re-delivery will incur a £20.00 surcharge.

I can't find the answer to my question here. How can I find help?
You may email customer services at any time with further queries.

SERVICES

What services do you offer?
We specialise in Same-Day Courier and Next Business Day Parcel delivery anywhere in the U.K. Click here for more details.

Can I choose a collection time or leave a parcel out for collection?
For overnight parcel delivery the carrier is unable to provide a time of collection, just the day. The carrier can attempt collection any time between 09:00am and 6:30pm Monday to Friday (excluding public holidays). Carriers may collect from a 'Front Porch' if advised at the time of booking otherwise we suggest you leave a 'Note for the Driver' on your door advising where your goods are located.

What is the maximum length of parcel I can send by Carrier?
For overnight parcel delivery the maximum parcel length accepted is limited to 150cm or 60 inches. The maximum permitted weight per parcel is 30kg. You may despatch multiple parcels to one delivery address, each parcel MUST NOT exceed 30kg maximum weight and 150cm in any dimension.

What is the maximum size of parcel I can send by Same-Day Courier?
For Same-Day services this depends on the vehicle booked, we accept ANY-SIZE of parcel up to the maximum permitted weight and length for the vehicle size you selected at the time of your booking. Please note this service price is calculated using distance and NOT the parcel weight, you can therefore send multiple parcels to the same delivery address by same-day courier service all for the same price.

What time will you deliver EXP Parcel orders?
EXP timed A.M. parcels are treated as priority; therefore if your parcel is urgent please use this service, otherwise ECN parcels can be delivered anytime between 9:00am and 6:00pm. (During peak-rush hour times some ECN deliveries may be delivered up to 7:00pm depending on the area).

What happens if I am unsure of the size or weight of a parcel?
We do need the dimensions and weight of all bookings. Failure to provide accurate measurements may lead to additional costs and delays in delivery.

What are Volumetric Weight Charges for Large Parcels?
All carrier charges are calculated by the actual weight or volumetric weight of a parcel, whichever is the greater. An example such as a 'Very Large' but lightweight parcel would be charged by the volumetric weight (see below) 'NOT THE GROSS WEIGHT'

How do you calculate Volumetric Charges?
If the volume of a single parcel exceeds the gross weight declared our website automatically adjusts the delivery charge to include any volumetric weight charges, this charge is notified to you after each parcel dimension has been entered, the calculation we use is:

FOR EXAMPLE
A parcel measuring 75 x 60 x 45cm would have a volumetric weight of 33.75 kg.

Multiply 75 x 60 x 45 equals 202500
Divide 202500 by 6000 = 33.75 kg

Can you deliver fragile items such as glass or ceramics?
Yes we can deliver these items at your risk however they are excluded from any insurance liability and therefore offer NO refund or compensation for damage or loss. If you do send fragile items, please pay particular attention to the packaging as no refunds can be given. The safest way to send fragile items is by specialist 'Same-Day' service, this avoids parcel network handling to ensure safe delivery of fragile and high value items.

Are there any types of goods I cannot send with you?
There are certain types of goods that cannot travel through an overnight carrier network. For a comprehensive list please read our terms and conditions of carriage. Click here for more details.

PACKAGING

What packaging should I use?
All packages must be properly packaged in new cardboard boxes, or protective covering. Smaller items should be packaged in a jiffy bag. If new products are being sold, they should be in the original manufacturers packaging. Rule of thumb - Package your product as you would expect to receive it if you had bought it from someone else. Properly packaged items increase the likelihood of people buying from you again.

Do I need to supply a delivery address label for the package?
Yes, an address label must be attached to each parcel, this MUST state the delivery address including postcode and telephone number, this must be securely attached to each parcel. It will help us if you add the booking reference. If you sending multiple parcels please ensure an address label is attached to each parcel.

Other helpful tips to ensure smooth delivery process?
If you are sending multiple parcels please attach an address label to each parcel and include a label stating Box 1 of 2, Box 2 of 2, etc.

BOOKINGS

Do I have to book online?
Online bookings are the cheapest way to proceed with any carrier booking, this helps us by reducing the number of customer service agents required, the savings we make can then be passed onto you by way of cheaper parcel delivery services. If you need to contact us please use the email link on our website and we will respond to you as soon as we can. Online bookings help to keep our costs down, which means we can offer you a better price.

How do I book online?
Our simplified booking system will provide an instant online price for all overnight carriers and same-day courier services. Just select the 'Book Now' button to begin the booking process and enter the details we require. Once a booking has been submitted, you will be able to pay by either using your PayPal account, or by credit or debit card. Once we have confirmed the payment, your booking will be confirmed by a reply email.

Are there any type of goods I cannot send with you?
There are certain types of goods that cannot travel through an overnight carrier network. For a comprehensive list please read our terms and conditions of carriage. Click here for more details.

What if I forget to book one parcel on line?
We will only collect items that have been booked. Carriers are unable to accept extra parcels upon collection if they were not booked online, carrier networks are complicated and therefore your parcel may be lost or misplaced if sent as an extra parcel without notification. If you wish to send an extra parcel please make a separate online booking

Can I send 2 or more items to the same address, how do I book this?
Yes, please ensure you enter the correct number of parcels you wish to send, our systems will request the dimensions of each parcel, once entered the delivery charge for your consignment will be calculated and any volumetric charges will be advised before final completion of booking.

How do my customers know that an order has been despatched?
When you submit a booking to us, you have the option to send an "email alert" to your customer. They will receive a confirmation of despatch email, with a guideline delivery date and a link to our tracking system.

TRACKING

Can I track my order?
Yes, go to the tracking area of our website and enter the consignment number.

PAYMENT

What method of payment can I use?
We collect payment online securely through PayPal where you can pay using your own PayPal account or by any Credit or Debit card; for high volume users with good credit history, we do offer credit account facilities, please contact us. Click here for more details.

Can I open a credit account?
We offer credit accounts for companies with a minimum of 12-months trading history, If you send high volumes of parcels, please email for an application form or select the Open an Account tab on our website.

DELIVERY

How will my order be delivered?
Your order will be delivered by a recognised parcel carrier through their own delivery network, tracking is also available online directly on the carriers website.

What happens if I am out when you try to deliver?
The carrier will attempt delivery as requested the following business day, if you were unavailable or were out when the carrier attempted delivery, the carrier will make an automatic retry at delivery the next-working day. Note carriers are unable to reattempt delivery the same-day if you were out. If the carrier is unable to complete delivery of your goods after two (2) attempts, your shipment will be held at the carriers nearest depot to your address for collection. Any additional attempt at delivery may incur a surcharge

Can my parcel be left with a neighbour?
Yes, however you MUST specify this at the time of booking by stating this authority in the 'additional delivery notes' on the booking screen. Carriers are instructed to obtain a signature upon delivery therefore they will not leave a parcel without a signature or at a different address unless you authorise this at the booking stage. Please note we are unable to amend this request with the carrier when your parcel is in the carrier network.

Can I collect the parcel from my local depot?
Yes, if you were out when the carrier attempted delivery a card will be posted through your letterbox indicating the nearest depot and the carrier's telephone number. If you wish to collect your parcel in person please contact the carrier before arrival. Please ensure you take the missed delivery card with you when arriving to collect your shipment.

CLAIMS

What happens if an item I send gets damaged?
In the unlikely event that an item is received damaged, you must first make us aware by emailing us the following details, Consignment number, delivery address, date sent, what the goods were and what the damage is, and how it was packaged. See Claims. You MUST notify us of any damage or loss within 48-hours of the delivery date.

What if the recipient finds the goods damaged?
If the external packaging is in good condition then it will be deemed that the packaging was insufficient and no claim can be processed. Also, if the goods have been signed for in good order, no claim can be processed.

Should I keep the packaging?
Yes, any packaging will be inspected during a claim.

Is there a time limit?
Yes, we must be notified of any claim by email within 48-hours of the carrier's delivery date. Failure to notify us of any damage of loss after this time will invalidate your claim.

How much compensation will I get?
The maximum compensation our carriers will offer in cases of loss or damage is limited to £50.00 without exception; we do not refund carriage charges. All claims are forwarded directly to the carrier for processing. Please note the time for processing claims after initial email notification may be up to 90 days. Claims are processed in chronological order therefore please avoid sending repeated emails to our claims team as this will only slow the claims procedure down and delay your individual claim.

How Do I get a claim refund?
If your claim is successful and approved by the carrier you will be refunded the approved compensation award as set out by the carrier, if the claim was for goods exceeding £50.00 threshold the maximum compensation offered will be £50.00. Claims can only be refunded to the original PayPal account used for the booking or the payer's original credit or debit card.