Your Frequently Asked Questions

All Amazon orders must have all ref numbers carton counts unit counts Etc 

Amazon deliveries must be booked as Next day Timed delivery not ECO 

All dimensions and weight within a single pallet. The maximum pallet base dimensions are 120cms x 120cms, the maximum height of the pallet selected includes the pallet height as well so measure from the floor. Quarter 60cms Half 100cms and Full 210cms the maximum weight of the each pallet is 250kgs for a quarter pallet, 500kgs for a half pallet and 750kgs for a full pallet. If there is lifting equipment at both collection and delivery addresses then for a full pallet you may go up to 1200kgs. A Fork lift will be required at both ends . All goods must not be double stacked unless goods are strapped or wrapped safely on top of each other , as all goods must be safely secured to each other through the pallet network any goods double stacked and not secured will be separated and charged accordingly, It is the customers responsibility to make sure you follow all guide lines in the terms .

If your goods overhang or the pallet exceed the base parameter by one way this will be an oversize pallet up to 240x100cms or 200x120cms (2 pallet spaces) if you exceed the pallet base dimensions by both ways this will also be an oversize pallet up to 240x200cms (4 pallet spaces) the maximum parameter in length that the network can accept is 300x120cms (3 pallet spaces). The maximum weight of any single pallet even if oversized is 1200kgs. There will be a extra charge on the goods payable by the booking customer , 

You can but you must call us on 01223 969 249     Or ensure goods are clear of oil & liquids and secured to the pallet 

See Section 3 in the terms and conditions .  

When you click the submit button you agreed to our disclaimers, terms and conditions and accept liability for any further charges applied. Failure to disclose the correct pallet size will result you being charged the correct amount and must be paid on receipt of invoice.

As a general rule “No” but some UN number materials in limited quantities are allowed but you must contact us first so we can ask the carrier. If you are in any doubt contact us.

As a general rule if the fluids are in a sealed container and not dangerous or a toxic substance, then yes we can. It is always wise to check with us first before ordering.

No goods need to be on a Pallet secured and ready 

Your item needs to be safely secured to a pallet prior collection , Ensure goods do not overhang the pallet as the pallet needs to protect the goods from damage This will invalidate Insurance cover. , Ensure your goods are wrapped and protected as unprotected goods will not be insured.  Goods not safely secured which causes damage during collection and delivery will not be covered for claims, a driver is not responsible for the goods unless they are at fault.  

If you don’t know the exact weight don’t worry as most people don’t, try to be as close to what you may think it is, try not to under or over exaggerate as this may cause your or someone else’s pallet to be missed as a result, the carrier is limited legally to what he can carry.

Your pallet must be accessible and the driver must be able to pull or push the pallet to his tail lift to load. The surface needs to be concrete, tarmac, brick weave or slabs for example. Think to yourself “would you be able to move a pallet and its weight” on soil, loose shingle or turf?    Goods that are damaged or not collected due to the surface not being safe will invalidate claims or a failed collection or delivery will be charged. 

No, if you have requested a tail lift then it will have a pallet truck (hand pump truck) on board.

Normally 16 -18 tonne rigids with curtain sides and a (tail lift if requested). If you have restricted access and you need a smaller vehicle such as 7.5 tonne size you must inform us, please note, this request may delay your collection or delivery if a vehicle is not available on that day. 

Transferring data is not automated as we have to check your order before transferring to the carrier. If you order between (A)11.15am to (B)11.14am the following day you will normally receive confirmation with labels by (B)midday Monday to Friday.

We recommend you check your confirmation, we are all human and even we can make a mistake and please check your labels.

No, anyone whether residential or business can use our service without an account at any time, however if you frequently send pallets and wish to open and use the business account facility you will need to submit the business enquiry form and a credit form will be sent to you to fill in for our commercial department to give authorisation and set up.

If this happens please contact us as soon as possible, when you create an order you it will generate an order id, date-time-random 6 digits ie: ddmmyy-hhmm-123456, the 6 random digits will be your COM consignment reference. Please use this number for all correspondence preferably by email to info@ukpalletcommercialdeliveries.com

If this happens we will notify you by email the reason why and will offer to send you a merchant payment link for your attention. You may also contact us to make payment over the phone using our virtual terminal. Your order will not be processed until we receive payment confirmation.

Any time Monday to Friday from 08.00am to 17.30 pm unless special arrangements have been agreed. There are no collections at weekends. We cannot offer timed or AM collections.

Any time Monday to Friday between 08.00am to 17.30pm unless AM, Timed or Saturday options have been selected and paid for.

No, only under special circumstances with permission granted by us.

Tracking is available on our homepage and available once it has been scanned in at the collection depot.

Enter your COM ref No and search

Click on the COM ref number then the ” >” left of the Pallex id number

You will see a series of tracking details

C&D if ticked means pallet is out for delivery today. Once pallet is delivered you may open the POD image normally at the end of the working day.

Yes, but if you are not going to present you must give us permission to collect or leave the goods. The carrier is only responsible for your goods whilst it is in their care. Failure to do this will result in a failed collection or failed delivery charge. If you are the recipient or 3rd party making the order, it is your responsibility to inform the sender.

The service offered is door to door on the ground floor and the driver is not obligated to help offload or take it into your property and is down to the drivers discretion.

We recommend you do, if there is any damage you must notify the driver and do not sign the POD “proof of delivery” as received in good condition as this may invalidate any claim. You are entitled to refuse your goods, if damaged always try to take a photo and report to us asap. There are time limits to report a claim, please read our T&Cs.

It is important that damaged or lost goods are reported to us as soon as possible.

Contact us preferably via email to info@ukpalletcommercialdeliveries.com and we will transfer details to the carrier.

No Claim will be accepted if the POD  (proof of delivery )  has been signed by the receiver of the goods . It is their responsibility to check goods are not damaged or missing .  If goods have not been secured or protected properly you will not be able to claim as goods need to be packed and secured .

Your goods are insured against loss or damage caused by the carrier at £5.00 per kilo up to a maximum £5000 per tonne / pallet in Mainland UK only. For Northern Ireland and Eire insurance is RHA only cover £1.30 per kilo . The carriers insurers may require proof of weight, cost, salvage or repair values in the event of a claim. We as a 3rd party company are not liable for any loss or damage and act as an agent for claims to be processed and regulated by the carriers insurers. Please be aware that Glass products may not be covered if not packaged properly and proof of this by photos. Dangerous goods will not be covered  antiques and Jewellery , Second hand goods are only covered if full sales invoice and purchase invoice can be produced. 

Please be aware returns of unwanted or damaged goods to Companies E,G   Victoria plumbing  or Tile Mountain and other returning companies will not be covered on insurance as they do not check and we have no way of knowing if goods are in a returnable condition . 

Only claims over £100.00 can be made as there is a £50.00 excess on all claims.

Yes we can in some areas please call office to discuss, the carrier offers up to £25 per kg to a maximum of £25000 per tonne / pallet. You will need to contact us before making your order as amendments cannot be made once manifested 

The simple answer is “how long is a piece of string” there are a lot of insurance scams being made and the carriers insurers have seen them all, as long as you send all the information that they require truthfully and promptly enabling ease of their investigation it should be a matter of a few weeks. Delay is caused by discrepancies and fraudulent claims and may take months to settle and a rarity but may even be rejected. No Claims will be paid if the POD has been signed for. 

We will reply to the email address given, when you receive the labels please forward them to the senders email address. If you wish for us to send the labels direct please supply their email address in the collection notes. If this is not possible then ask the sender to write the delivery address to identify and attach to the pallet.

We do not have direct contact with the driver so it makes it difficult for us to get an ETA without going through several departments so please avoid asking this unless it is essential.

An economy delivery is normally scheduled 2 working days after collection but in some remote areas and where a ferry is used this may not be possible and can take a further 1-3 days to arrive, for example Ireland 3 days, Highlands up to 5 days and may be subject to crossing and weather conditions.

The carriers aim it to reach it’s target to deliver and collect as requested but cannot control traffic, congestion, accidents, breakdowns, roadworks, weather, loading and off loading conditions, also legal driver man hours are just a few things that can go wrong but under normal circumstances running smoothly they do attempt to guarantee your request.

Drivers are not obligated to make contact before collection or delivery but for example, they may try if you live in a remote area. They also don’t want a wasted journey that could cost valuable time and money and may request aborting if there is no answer, therefore it is essential that we are given correct telephone numbers and also to avoid attempted or re-collection / delivery charges. If you are not going to be there contact us in good time to relay the message. If it’s loaded it takes up space for another pallet that could be collected or delivered.

Add this request in the collection or delivery notes and please state how long you need the call prior to collection or delivery. Please note this may delay collection or delivery if contact has not been made. It is essential we are given the correct contact details.

The depot (not the driver en-route) will call to confirm and discuss when the recipient requires delivery prior to the pallet being loaded. Please note: this may delay the delivery if contact has not been made. We cannot offer this service for next day orders.

We do not encourage this as it takes at least 20 minutes to relay and edit the form and we will only do it under exceptional circumstances. Please avoid this service in the mornings whilst we are inputting online orders to the carrier.

You may contact us by phone where we can take your card details if you wish and use our virtual terminal

You may cancel your order anytime but there are 3 stages for any surcharge that may apply

1a Cancel before we have manifested,  10% Card  charge

2a Cancel after we have manifested and sent you confirmation, 80% admin charge

Customers will be charged for Failed Collections or Deliveries if it is deemed that Customer has not adhered to the requirements stated in the T&Cs  and Booking requirements .  These will be charged at 80% of cost