FAQ

Do I need to label my parcel?

Do I need to label my parcel?
Yes, you need to put address labels on all your parcels. This should be the full name and address including Post Code.

Do I need to package my item?

What if the parcel is going abroad?

What are the Collection times

What if I am out and miss my collection?

What if my parcel is not collected?

What if I need to make a claim for a lost or damaged parcel?

Will the driver hang around for my parcel while I finish packing it?

Will they give me a receipt?

Do you employ the drivers?

Can you get a message to the driver?

Will the driver phone me before he comes?

Do I need to package my item?
Yes you do. This is as much for the protection of other parcels as well as your own.
Your parcel must be wrapped to a Professional Standard, packed within a double walled box with the contents cushioned and protected inside. i.e. with Polystyrene loose-fill of bubble wrap. The packaging must also be sufficient to protect the weight of the item. Padded envelopes and bin liners do not constitute sufficient packaging.

What if the parcel is going abroad?
You must print out 5 copies of the commercial invoice which is provided at time of booking. You can also log into your account and print this off. These need to be affixed in an envelope to the side of your package.
If your parcel is going to Norway, you will need to include the recipients ID number. This number is given to all residents of Norway and is needed for the item to clear customs smoothly. Without it your parcel may be returned to you at your expense.

What are the collection times?
Collection times are normally 9.00am – 5.30pm. You must be available for collection between these times. If you are not and the driver calls, you may be surcharged before a recollection takes place.

What if I am out when the driver calls?
If you are out when the driver calls, he will leave a card. You then need to contact Supaparcels by email and not the courier. If you contact them, you will waste the cost of a phone call as they will simply refer you to us. You may also be surcharged for a failed collection.

What if the courier fails to collect from me?
You must inform us by email of a failed collection. The driver will not automatically call the next day.
Fortunately failed collections are very rare, but as with any road based industry, they do occur. This maybe be down to accidents, roadwork’s or relief drivers who are unsure of the area.
Please be assured, when you book with us, your order goes straight through to the carrier, we do not process it, or sit on it, it is instant.
In the rare event that you have a failed collection, please email us after 5.30 pm with your booking reference number and we will ensure that is rebooked for the next day. Please do not contact us before 5.30 as the driver still may be on his way.

What if I need to claim for a damaged or lost parcel?
In the rare occurrence that you need to make a claim for loss or damage, you must inform us within 14 days for damage and within 28 days for loss. Simply email us at support@supaparcels.co.uk with your booking reference number and we will get a claim form off to you. More details of Claims are on our Terms and Conditions page.

Will the driver hang around for my parcel while I finish packing it?
In a word no. Nor will they hang around for anything else. They are on extremely tight schedules and it only takes a handful of collections to be held up and they run out of time, resulting in failed collections at the end of the day. Your parcel must be ready and waiting as the driver calls.

Will the driver give me a receipt?
Yes, you will receive a waybill with the courier companies tracking number on it.

Do Supaparcels employ the drivers?
Supaparcels do not employ any drivers whatsoever. All drivers are employed by the courier company you choose when booking. We act purely as the booking agent.

Can you get a message to the driver?
No, we have absolutely no contact with the drivers and it is not possible to get a message to them

Will the driver phone me before he comes?
This logistically is not possible. The driver will only phone if you live in a remote area and he is having trouble locating you.

UK & Worldwide
Parcel Delivery

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