About FAQ

  • Where and how do i make a claim(s) for either loss or damage

    All claims MUST be sent via the parcel2go.com office by post. Any claim sent directly to the carrier will be rejected.You can find claim forms by going to www.parcel2go.com/claims

  • Why will the online ordering service not accept my postcode?

    All off shore islands and remote areas cannot be sent on a next day delivery service. These areas must send items using our offshore island service. If you are unsure about your area please contact customer services.

  • I am trying to track my parcel online; however the system has not updated my information. Why?

    Due to system enhancements to improve our services we occasionally experience delays in information availability. We apologise for this, if you contact Parcel2Go customer services we will attempt to track your parcel by alternative means available.

  • What happens if I send more parcels than declared online?

    You must inform us within 24 hours. Failure to do so will result in charges of £25.00 + VAT per parcel.

  • What is the weight limit of the parcel2go.com service?

    The maximum weight of any one parcel to travel on the parcel2go.com service is 25Kg for our UK services and 20Kgs for International shipments.

  • What happens if I send a parcel over 25kg in weight?

    You are liable to surcharges on this extra weight. These items may cause considerable delay and/or damage to both yours and other people’s parcels.

  • What are the size restrictions of the parcel2go.com service?

    The maximum length of any one parcel to travel on the parcel2go.com service is 4 feet/1.2 metres. The maximum volume of any one parcel to travel on the parcel2go.com service is 4 cubic feet/0.11 cubic metres.

  • How do I calculate the volume size of my parcel?

    Please key your dimensions into our volume calculator on our home page.

  • How do I know if my goods are packaged adequately for the parcel2go.com service?

    Use new cartons for parcel dispatches as second hand cartons become weaker the more times they are handled. We recommend triple corrugation for packages and remember to provide internal protection. Further advice on packaging is available.

  • What are the item/product restrictions of the parcel2go.com service?

    We will not accept the following items for carriage on parcel2go.com service: livestock, glass, ceramics, perishable goods, liquids, hazardous goods, explosives or dangerous goods. Please refer to our terms and conditions of carriage.

  • How can I maximize the chances of a smooth delivery with parcel2go.com?

    A full written address or delivery label is essential, large capital text is preferred, placing extra emphasis on the postcode; this will prevent misroutes leading to late deliveries. Our parcel system is postcode driven.

  • Is it possible to send a large screen monitor/television?

    We are unable to deliver anything over 4 cubic feet in size and 25kg in weight, please refer to our terms and conditions of carriage as ANY glass items are not covered by our compensation cover.

  • Will a package be delivered if there is nobody to accept it?

    Deliveries only take place if a signature is available. This is why we are unable to deliver to a P O Box address. If there is nobody to receive the item the driver will leave a card and return the parcel to the local depot. Please contact us to re-arrange.

  • What compensation cover is available on the parcel2Go.com services?

    Each Parcel2Go.com service offers compensation cover for loss or damage only. Please check each service definition for the cover available.

  • What details do we require to submit a claim through parcel2go.com?

    Any claims for loss will require written confirmation from the receiving party that they have not received the item. If this is not submitted with the claim; the claim will be refused. You will need to send a copy of the manifest which will have been left by the driver when the package was collected, a full invoice relating to the cost of the parcel, and a claim form with all details and a brief version of events.

  • What is the time scale to submit any claims for loss or damage?

    All claims MUST be in the parcel2go.com office within 7 days from the date of despatch. High Value goods claims must by processed within 3 days of date of despatch. Any claims for loss will require written confirmation from the receiving party that they have not received the item. If this is not submitted with the claim; the claim will be refused.claims@parcel2go.com.

  • Am I covered by your compensation cover if I send a monitor or television?

    You are covered against loss but we can not cover your packages against damage. The same applies for all items containing glass.

  • What if the receiver does not have time to check the contents for damages?

    If the external packaging is in good condition then there should be no reason to sign for the package as damaged. A parcel that has sustained damages with no external signs of damage is due to poor internal packaging. No claims of this nature are accepted. If the parcels packaging is damaged please mark ‘damaged’ on the delivery note. Please be aware that packages marked ‘unchecked’ will not be accepted for a damage claim.

  • Should I retain the damaged item that I wish to claim for?

    Yes. The item may be required for inspection or salvage.

  • How can I monitor the status of my package through its delivery journey?

    You will be given a 12 digit ident number when the driver collects your parcel. This can be used on the parcel2go.com website under the tracking page. Please be aware the Parcel2Go.com office will not have this number.

  • Liability of signing for a parcel?

    Once a parcel is signed for 'in good condition', it's contents can't be claimed for.

  • What documentation do I need to retain from the collection driver?

    Please ensure that you receive a copy of the manifest when handing the parcel to driver at collection point. The parcel barcode number on this page is the only means of obtaining POD and is required to make a claim.


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