FAQ

General Questions

How do I book a service?

You can book our services through three convenient methods:

  • Online booking on our website
  • Phone booking through our customer service line
  • Email inquiry for complex or custom requirements

What areas do you serve?

We provide comprehensive delivery and recovery services across the entire United Kingdom, including:

  • England (including remote rural areas)
  • Scotland (including Highlands and Islands)
  • Wales
  • Northern Ireland
  • Channel Islands (select services)

What payment methods do you accept?

We offer multiple payment options for your convenience:

  • Credit/Debit Cards (Visa, MasterCard, American Express)
  • Bank Transfer
  • PayPal
  • Company Invoicing (for business accounts)
  • Apple Pay and Google Pay

Do you offer insurance for shipments?

All our standard deliveries include:

  • Basic insurance coverage up to £500
  • Option to purchase additional insurance for high-value items
  • Comprehensive protection against loss or damage
  • Transparent claims process

Parcel Delivery Questions

What are your size and weight limitations?

Parcel Size Limits:

  • Minimum: 10cm x 10cm x 2cm
  • Maximum: 2.5m in length, 1.5m in width
  • Weight Ranges:
    • Small Parcels: Up to 25kg
    • Medium Parcels: 25-50kg
    • Large Parcels: 50-250kg
  • Oversized items can be accommodated with prior consultation

How can I track my parcel?

Tracking Options:

  • Online tracking via our website
  • Real-time SMS updates
  • Email notifications
  • Mobile app tracking
  • Customer service tracking support

What should I do if my item is damaged during delivery?

Damage Claim Process:

  1. Inspect package upon delivery
  2. Note damage on delivery receipt
  3. Take clear photographs of damage
  4. Contact our customer service within 48 hours
  5. Submit a formal claim with supporting documentation
  6. Our team will process your claim within 5-7 business days

How far in advance should I book delivery?

  • Standard Delivery: Book 24-48 hours in advance
  • Large/Specialized Items: 3-5 days recommended
  • Peak Season (Christmas, etc.): 1 week in advance
  • Urgent Deliveries: Same-day and emergency services available

Breakdown Recovery Questions

How quickly can you reach me after a breakdown?

  • Urban Areas: 30-45 minutes
  • Suburban Areas: 45-60 minutes
  • Rural Areas: Up to 90 minutes
  • Motorways: Priority response, typically 30 minutes or less

Is breakdown recovery available on holidays?

  • 24/7/365 service
  • No additional charges for holidays
  • Same rapid response times
  • Full team availability during festive periods

What information do I need when calling for breakdown assistance?

Please have ready:

  • Your exact location (GPS coordinates helpful)
  • Vehicle make and model
  • Registration number
  • Description of the issue
  • Contact phone number
  • Membership/policy number (if applicable)

Does your service include towing to my preferred garage?

  • Towing to nearest authorized repair center included
  • Additional fee for towing to specific garage
  • Discounted rates for long-distance towing
  • Coordination with your preferred mechanic available

Temperature-Controlled Transport Questions

What temperature ranges can your vans maintain?

  • Frozen: -20°C to 0°C
  • Chilled: 0°C to 8°C
  • Ambient: 8°C to 25°C
  • Warm: 25°C to 40°C
  • Precision calibration for each temperature zone

Are there size limitations for temperature-controlled deliveries?

  • Small Containers: 50-500 liters
  • Medium Containers: 500-2000 liters
  • Large Containers: Custom solutions available
  • Flexible internal configurations

How do you ensure temperature consistency?

  • Real-time digital temperature monitoring
  • Backup power systems
  • Redundant cooling mechanisms
  • Detailed temperature logs
  • Calibrated refrigeration units
  • GPS tracking of environmental conditions

Pricing and Payment

How are prices calculated?

Pricing factors include:

  • Distance
  • Parcel size and weight
  • Service level (standard, express, etc.)
  • Special handling requirements
  • Season and demand

Do you offer discounts?

    • Business account rates
    • Volume shipping discounts
    • Seasonal promotions
    • Loyalty program
    • Student and senior citizen rates