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Frequently Asked Questions

Frequently Asked Questions

Below you'll find answers to some of the most frequent topics. Click on a topic to expand, or enter a search term below:

Amazon deliveries

Can I deliver to Amazon with Pallet2Ship?

Yes, Pallet2ship delivers consignments to Amazon. We offer dedicated services for Amazon deliveries which you're able to book directly online.


How can I book a consignment to Amazon?

You can complete a booking to Amazon directly on our homepage. Select the collection and the delivery postcodes, and the numbers of pallets/ parcels you would like to send. Then enter the weight and the dimensions making sure you use kilograms (kg) and centimetres (cm) ONLY. At stage 4 (Options), you will be asked for the Amazon details that we will require to book in your delivery (FBA Reference, Unit count, Carton count, Pallet count, Vendor Name, Purchase Order (PO) /Amazon ID). 


Can I track my Amazon consignment?

Yes, Amazon consignments are trackable like all the other consignments. Please use the tracking number received on the Tracking section, on our website.


Do you provide a POD for an Amazon delivery?

Yes, after delivery a POD will be uploaded on the carrier's tracking page.


Collection and Delivery

Can you deliver items to the UK from abroad ?

We can arrange great import rates. Please email office@pallet2ship.co.uk with your details and we will reply to you with a quote in a short time.


Can I have a morning collection?

Probably not. You can specify a package ready time, which may be up until 3pm, although this depends on your area. Your package will be collected between this time and 5.30pm.


Do you only collect boxes?

We can collect boxes, letters and jiffy bags. Please note that Pallet2Ship can also collect crates, pallets or any other items. We specialise in very large items and we offer very competitive rates to any destination worldwide.


It's 4pm and my collection hasn't happened...

Collections are up until 6:00pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the depot.


What compensation do I get if my package is not collected on time ?

All our services are either non guaranteed or guaranteed delivery only, this guarantee will only apply once the package has been collected. We are therefore not able to provide a refund for failed collections.


Will Pallet2Ship contact me if my collection fails ?

Pallet2Ship are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.


What compensation do I get if my package is not delivered on time ?

If your consignment was sent on a guaranteed service then you will receive a 50% refund should the delivery exceed the guaranteed time.


What is classed as Furniture ?

Furniture is classified as movable objects which may support the human body (seating furniture and beds), provide storage, or hold objects on horizontal surfaces above the ground.


Can I ship a pallet that contains engine or gearbox with Pallet2ship?

Yes, you can. We have a dedicated service for this requirement. The only condition is the collection address has to be a commercial location (E.g garage). The goods need to be professionally cleaned, strapped and very well packed, on the pallet. Please make sure that at the time of the booking you follow the instructions and select a service which handles engines/gearboxes. 


Can I ship batteries with Pallet2ship?

 Yes, we ship a large variety of batteries, but we will need the MSDS (Material Safety Data Sheet) of the product to make sure it is safe to be transported through our services. Please be advised that batteries over 100 Wh are considered DG (Dangerous Goods).In this case, it has to be packed, labelled and documented to IATA specifications – i.e. professionally packed with a DGN (Shipper’s Declaration for Dangerous Goods by Air). Also, please be advised that handling charges may apply if you choose to ship this type of goods by air. 


Customs Advice

Will I have to pay customs charges when I send a package ?

This is unpredictable and is at the discretion of the customs in the destination country. If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process.


Insurances & Damaged Items

Can I insure my consignment when shipping with Pallet2ship?

Yes, you can insure directly on our website for goods with a value from £100 to £10,000 when placing your order. If the value exceeds £10,000, please email us at office@pallet2ship.co.uk and we'll provide a quote within minutes.


What type of goods are insurable?

We insure a wide range of goods, such as electronics, engines, gearboxes, tools, etc. Please keep in mind that you must provide a proof of purchase that states the value of the goods you want to insure. If you want to find out more about insurable goods, please access this link.


Does the insurance cost depend on the destination of my shipment?

No, the insurance cost only depends on the value of the goods you are shipping, regardless of the destination point.


My goods are not new. Can I still insure them?

Yes, you can insure used goods as well, but please be advised they will only be covered for total loss, not for damages. Even if the customer provides the purchase invoice, we are unable to insure used goods against damages.


If I insure my goods for the maximum value (£10,000), will I receive £10,000 back if my consignment gets damaged/lost?

If you have a purchase invoice that demonstrates the value you are claiming, then yes, you will receive back the amount based on the value of your goods.


I'm a manufacturer and I want to ship my products to a customer. What documents do I need to insure my shipment?

If you are a manufacturer and you want to insure your products on their way to your customer, instead of the purchase invoice, you must provide the sales invoice and the list of the manufacturing costs. 


Do I sign for my goods if they are damaged ?

If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in 'Good Condition', you will not be able to process a claim.


I'm about to insure my consignment and I'm unsure who to fill out as the assured party?

The assured party is whoever would be paid out in the event of a claim, which means it can be the sender, the receiver, or a third party.


Do I need to keep the packaging ?

If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging. If the packaging is not kept this could invalidate your claim.


What cover does my consignment have ?

All services come with an inclusive transit cover of £50. Additional transit cover can be added at the time of booking.


What do I need to start a claim ?

In order to process a claim the following are needed: Photograph of the item Photograph and description of the packaging An invoice showing the value of the consignment The consignment number emailed to you at the time of booking The repairs and salvage value


Who can start a claim ?

Only the person that placed the order can start a claim and only the person who placed the order will be paid out.


How much time do I have to submit a loss or damage claim ?

The customer must advise us of a potential claim via email at office@pallet2ship.co.uk the same day as the goods are delivered. The claim must be submitted to us via the website within 24 hrs after the transit has ended.


How long will my claim take ?

he industry standard to resolve a claim is 8-12 weeks. Pallet2Ship aim to conclude any claim received within 28 working days.


Are there any exclusions to the Transit Cover ?

There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or restricted Items list, or if the item was not boxed or packaged sufficiently. For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions.


How will I get my item back ?

The damaged item must not be moved until the claim is completed as this will invalidate the claim. If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish.


How do I start a claim ?

Any claim must be placed through the website: https://www.pallet2ship.co.uk/insurance-claim/. We do not accept claims placed by phone, fax etc.


Online Booking

I don't want to book online, can I ring it through to you ?

In order to keep our prices low, we cannot take telephone bookings with the exception of specialised services such as imports or special deliveries.


Payment Methods

We currently accept the following payment methods: Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron and Paypal.


Do you offer credit accounts ?

We do not normally offer credit accounts. If you are a limited company and send more than 100 packages a week, we may be able to offer you an account subject to status.


Why do I need a printer for some services ?

Some of our services need a Shipping Label to be attached to your packages, so you will need to be able to print these out. For this, you will need a good quality B&W or color printer.


I made a mistake online, how do i change this ?

Please e-mail Customer Services at office@pallet2ship.co.uk with the required changes and we will confirm if we are able to amend the booking or whether you will need to re-book.


Can I add additional transit cover ?

Sure. Additional transit cover can be added at the time of booking.


Pallet Preparation

How should I wrap my pallet?

When you choose a pallet service, please make sure goods are placed on a secure pallet that is suitable for mechanical handling. Either shrink wrap or strapping may be used to secure the goods down on the pallet, and we suggest protective materials where possible. For an in-depth guide, please visit our Packaging advice page. 


What are the size, weight and height restrictions of a pallet?

There are 5 different standard definitions for pallets: mini-quarter pallet, quarter pallet, half pallet, full-lite pallet and full pallet. All of them have the same base size, which is 120cm by 100cm deep. The standard maximum height is 220cm with the pallet height included. We also provide a service that handles pallets with height up to 240cm. In term of weight, pallets must not exceed 1,200 kg. If the pallet exceeds 750 kg, it is the customer's responsibility  to arrange loading and off loading facilities as the majority of tail-lifts can lift up to 750kg.We also handle oversized pallets. If you want to ship a pallet with dimensions exceeding a base of  120x100cm, this can be obtained instantly on our website or by phone.


What documents do I need to attach to the pallet?

If you are shipping within the UK, you will only need to attach the labels received from us. If you are shipping a pallet outside of the EU, apart from the labels, you will also need to attach 4 copies of the commercial invoice and the packing list.


Where should I place the labels on the pallet?

Labels must be fixed firmly to the side of your pallet (ideally on at least 2 sides) and should clearly show the consignment reference and delivery address. Please avoid placing the label on top of the pallet or handing labels to drivers. 


How do I know if my consignment is properly packed?

If you haven't sent a pallet/ parcel before, and you are not sure if your consignment is properly packed, you can take a few pictures and send them to us at office@pallet2ship.co.uk and we can guide you through the packing process. A properly packed consignment will travel safely, and the risk of damage is minimised. 


Personal Effects

Can I ship a pallet that includes personal effects?

Yes, you can, but we will require some pictures of the consignment in order to make sure the goods travel safely. Please be sure that at the time of the booking you follow the instructions and select a service which handles personal effects.


What documents do I need when shipping personal effects?

If you are shipping within the EU, you will not need additional documents. If you are shipping outside the EU you will receive a proforma invoice from us that needs to filled-in, and we will also need a packing list. 


What should the packing list contain?

The packing list is a detailed list of the items that are on a pallet. A simple word document will suffice however it should be as detailed as possible.


Can I insure a consignment containing personal effects?

You can choose to insure a shipment containing personal effects however some conditions will apply. A full packing list will be required with values of each item and if not professionally packed then total loss claims only will be covered. In addition, only new goods will be covered for total loss if professionally packed, all used goods will be covered for total loss only.Please note that Insurance coverage for personal effects requires a spot quotation as it is often more expensive from our insurer. 


Shipping car parts

Can I ship a pallets that contains car parts?

Yes, you can, but your consignment has to be very well packed. If you are shipping a car part that has contained oil/ liquids, please make sure it was professionally cleaned before you ship it. Also, please be advised we may be request pictures of your consignment prior to collection in order to make sure it travels safely.


Can I ship an engine with Pallet2ship?

Yes, you can. We have a dedicated service that handles this nature of goods. One of the conditions is the collection address has to be a commercial location (E.g. a garage or an office). Please note that these conditions ONLY applies to engines/ gearboxes. Also, it is imperative that the engine has been professionally cleaned, and drained of all liquids before you ship it. For an in-depth guide please access this link.


Can I ship a gearbox with Pallet2ship?

Yes, you can. We have a dedicated service that handles this nature of goods. One of the conditions is the collection address has to be a commercial location (E.g. a garage or an office). Please note that these conditions ONLY applies to engines/ gearboxes. Also, it is imperative that the gearbox has been professionally cleaned, and drained of all liquids before you ship it. For an in-depth guide please access this link.


COVID-19

What is COVID-19?

COVID-19 is an infectious disease caused by the most recently discovered coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.


How does COVID-19 affect my domestic shipment?

At the moment, the domestic shipments are being handled as usual, but before booking your consignment in, please make sure the collection and delivery addresses are occupied to hand the goods over. Please be advised delays may occur. 


How does COVID-19 affect my international shipment?

As we all know, several countries across the world are severely affected by COVID-19, and there may be some restrictions. For all the information regarding COVID-19, and how it may affect your shipment, please check our Service Updates post. If you require further assistance, don't hesitate to get in touch with us on the website's live chat, or at office@pallet2ship.co.uk.


My consignment comes from an area where COVID-19 has been reported. Is it safe to receive it?

The advice at the moment is yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. However, we firmly recommend you to follow the hygiene standards: wash your hands regularly, and avoid touching eyes, nose and mouth. Also, it is very important to comply with the Government advice and to inform yourself from certified sources. <br>


The address that my consignment was supposed to be delivered to has been closed off due to COVID-19. What should I do?

 If your consignment was not collected yet, we can always postpone the shipping. If your consignment is in transit, you can re-route it to a different location that is still open. Also, you have the option to return the consignment to the collection point. Please be advised that depots cannot store your consignment due to the new procedures, and a decision has to be made as soon as possible. 


If you have any questions regarding our services, tracking your parcel or advice, we're here

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