Terms & Conditions of Carriage 

As a user of this website you acknowledge that you are bound to our terms and conditions below.

Definitions
Listed below are the terms that will be found in these terms of carriage:

Consignment - A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient - The person who is receiving the consignment.
Shipping Labels - The documentation placed on the parcel.
Third Party - The order placed through Pallet2Ship utilising the account that Pallet2Ship has with the carrier.
Working Day - Monday to Friday from 9.00am to 5.00pm, excluding public and bank holidays.

Obligation to our customers

Pallet2Ship will arrange collection and delivery of the consignment(s) via a third party service with a major reputable carrier.
Pallet2Ship do not come into direct contact with the consignment(s) but arrange the shipment through one of the carriers that we hold an account with.
The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition, Pallet2Ship has the right to refuse any order/user from our system.
All queries/claims must be directed through Pallet2Ship via the admin@pallet2ship.co.uk email address, who will then contact the relevant carrier on the sender's behalf. If the carrier is contacted directly, Pallet2Ship may not be able to assist you with your query at a later date.
If your collection fails you must contact Pallet2Ship via the contact@pallet2ship.co.uk email address, and request an alternative collection time which will be booked as soon as possible or at another convenient time.
Pallet2Ship can only deliver to a full street address.
We cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given.
Payment is taken by our automated system at the end of your order.
Tracking is available through the 'Track & Trace' tab on our Web site. Hard copy Proof of Delivery (POD) will be charged at £3.00 per item.

Prohibited Items & Items with limited liability

Click here to check our Prohibited Items list. If any one of the items in our Prohibited Items List is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void.
Please note Pallet2Ship booking systems are automated by computer software, therefore Pallet2Ship employees are unable to monitor what is being shipped, so it is the customers' responsibility to either read the terms and conditions, or enquire directly via email to see if your parcel is acceptable.

Collection & Delivery

Via our 'Quote & Book' system, our website takes all booking data as per the customers' instructions. The customer will have a choice of various collection windows to choose from. Please note that this time slot is not guaranteed. If the collection does not happen within the time slot allocated it is the customers' responsibility to inform Pallet2Ship via email of a failed collection. We will then endeavor to rearrange another collection which is convenient to the customer. Pallet2Ship can only deliver to a full street address.
We cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given. Collections & Deliveries are made on Working days only. Saturday deliveries are optional at an extra cost. This option is available at point of booking.
Please ensure you are in at the collection time that you request. A surcharge of up to 50% of the original charge may be applied if you are out when the driver attempts to collect.
In respect of a late delivery the customer may claim a refund of the consignment charges paid for the service selected:
· Guaranteed services 50% refund
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Deliveries cancelled after the consignment had been collected will not be refunded. They will be returned to the customer or redirected to a third party and a surcharge may apply. If a job is cancelled before the collection has taken place, we will refund 50% of the amount paid.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a re delivery is necessary.
Please note that all guaranteed services start once the consignment is collected. If the collection fails it is the customers' responsibility to inform Pallet2Ship, we will then re book for the next convenient time the customer is available for collection. No refund / discount will be given for failed collections.
In the event the recipient is not at the delivery address when the driver delivers, they will either leave with a neighbor or return the parcel to the depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed.
Third Party Collections / Three Way Collections / Freight Forward Collections, this is where the customer is arranging a collection from a remote address. It is the customers' responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver. The customer may incur a surcharge of up to 50% of the original shipping charge if an attempted collection fails from a third party address. 'Track & Trace' will not work until the package has been actually been collected by the carrier.

Customs Clearance

You are pre-paying for the postage charges of your consignment(s) only. Pallet2Ship has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. Pallet2Ship reserve the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.

Surcharges

By entering the weight and dimensions of your consignment(s) you are pre-paying for the postage. If the consignment(s) is/are heavier or larger, the additional weight will be charged to the card or Paypal account that the order was placed on together with an administration charge of £5 + VAT. Additional charges will be confirmed in writing.
Please ensure you are in at the collection time that you request. A surcharge of up to 50% of the original charge may be applied if you are out when the driver attempts to collect.
Transit times must be checked for the service ordered. On some services, there will be a surcharge if a redelivery is necessary.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
The automated system books and charges for the delivery. If the consignment(s) has/have to be returned then the return charge is chargeable.
You are pre-paying for the postage charges. Any Customs charges will be passed on in addition should they arise.We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.

In addition to the above information, please be advised that the following charges may apply: Re-seal of parcel £3.00 +VAT; Re-pack to a new box £5.00 +VAT; Redelivery £12.50 +VAT.
When collection fails because goods not ready or not made available to collect, a £6.50 + VAT rebooking fee will apply.

Please ensure you enter the correct weight & dimensions of your packaged items. Please use scales and a tape measure. Starting January 2009 we are required by all carriers to operate a zero tolerance approach on under declared weights and dimensions.

Manipulating the weights and dimensions to achieve a cheaper quote will result in an expensive surcharge (minimum £50/parcel).

This fee will apply separately from the charges related to the extra chargeable weight.

Delay / Damage / Loss

Any item that is listed in our Prohibited Items List will be exempt from any claim against delay, damage and loss. Please check our Prohibited Items List before booking with Pallet2Ship.
In respect of a late delivery the customer may claim a refund of the consignment charges paid for the service selected:
· Guaranteed services 50% refund
There is no refund for the Non-Guaranteed Services
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item.
In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. Any claim will be rejected f the item is moved / repaired or if the packaging is not kept.
Any item traveling through our services must be able to withstand a short drop; fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
The recipient must sign 'UNCHECKED' for all parcels that he/she is unable to check when the driver delivers. If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the senders' responsibility to inform the recipient of these terms and conditions.
The customer must advise us of a potential claim via email or telephone by 17:00 of the next working day following receipt and a claim must be made in writing within 7 working days after the transit has ended. Please state your Pallet2Ship order/tracking number and a detailed description of the claim/complaint. We would also need the reason for claim, a description of the goods, the packaging and the repairs and salvage value. Allow 2 working days for us to review all details of the claim before we contact you.

Liability & Claims

Each service comes with a limited amount of Transit cover. If you require cover on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.
Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment.
In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.
If the item is not sufficiently packed, the claim will be rejected.
If the item is not correctly labeled, the claim will be rejected.
Please check our Prohibited Items List to see if you are able to make a claim.
Any item that is listed in our Prohibited Items section will be exempt from our liability cover.
All claims must be brought to us via email within 7 working days of receipt. Please state your Pallet2Ship order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

Liability continued

The person placing the order is responsible for the information entered. Pallet2Ship will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
You are pre-paying for the courier charges and Pallet2Ship applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with Pallet2Ship.
Loss or damage under the following conditions will not be covered:
Act of God
Consequences of war
Insufficient packaging / Incorrect labeling
Prohibited contents
Pallet2Ship will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

Complaints

We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our Managerial Team via admin@pallet2ship.co.uk.

Severability

If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

Governing Law

These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.

Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected.

Office Address (Trading Address)

Heathrow Cube, 9 Arkwright Rd, Colnbrook, SL3 0HJ