Help & Advice - Frequently Asked Questions
There are a few things you need to know to make sure your parcel arrives at its destination safely and on time.
Click on the questions below for more information.
Collection and Delivery
Will the collection courier call me before they arrive to pick up my goods?
Unfortunately not. All collections are automated and our courier partner will give their agents a specific collection route. They will expect you to be at the collection address on the scheduled day.
Can I speak to someone from your customer services department?
Of course; our Customer Services team can be reached on 0845 9000 205 or via email using the form on our Contact Us page. We are open from 08:30am to 5:00pm, and will be happy to help with your query.
Am I able to request a collection time slot?
You can tell us a 2-hour time slot in which your goods will be ready to be collected. Wherever possible, the driver will attempt to make the collection in this time slot, but depending on postal areas and delivery routes your goods may be picked up any time between your requested time slot and 5:30pm.
Is it possible to specify a morning collection?
You will not be able to specify a morning booking, as collection drivers work on routes supplied by the courier firm. However, our time slots are supplied directly by the carrier according to when a driver is due to be in your area, so the given time is usually very accurate.
It's 4pm and I'm still waiting for a collection agent to pick up my parcel!
Our agents typically work until 5:30pm, but in some postal areas the collecting route runs a little later. If you are concerned about a delay after 4pm then please contact us and we will liaise with the depot for more information.
Will you contact me if the collection fails?
RAND Logistics are a broker for couriers, not the collecting agency. As such, we are not always made aware when a collection fails. Should your collection not take place, please contact us and we will rearrange your collection with the carrier.
Is there compensation if my package is not delivered on time?
If you specified a "guaranteed" service then you will receive a full compensation should your goods delivery exceed the given time. All other services offer an estimated delivery time which is not guaranteed, or a guaranteed delivery which will apply only once the consignment has been collected.
Is a Guaranteed service guaranteed to all areas?
Guaranteed deliveries only apply to Mainland UK, and further limits are placed on certain rural areas in Scotland (such as the Highlands and Islands), Wales, Cornwall, Northern Ireland and Offshore Islands. These may be subject to a 24-48 hour delay with all carriers. In addition, parcels sent using the "by 9:30am/3pm" service to Glasgow may take an additional hour. Please check before sending.
Can you deliver items to the UK from abroad?
Yes, our network can collect goods from any country and ship them to the UK. Please use our Quote and Book
form to receive a competitive quote.
Do you only courier boxes?
Our standard service only couriers boxes, letters and jiffy bags, although we can also collect international pallets. Any single items weighing more than 70kg must be packaged on a pallet.
What is classed as Furniture?
For delivery purposes, furniture is counted as any movable object designed to;
- Support the human body
- Provide storage
- Hold objects on horizontal surfaces above the ground
What are classed as White Goods?
For delivery purposes, furniture is counted as any movable object designed to;
- Washing machines and clothes dryers
- Air conditioning units
- Refrigerators, freezers and fridge-freezers
- Cookers (including ranges, stoves, ovens, microwaves and cooking plates)
- Water heaters
- Trash compactors
How should I package my item?
All goods need to be safely packaged inside a box, jiffy bag or envelope, depending on its size. Our drivers will only accept items that are suitably cushioned and protected inside appropriate outer packaging, with the corners protected. If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.
What if I need to use a pallet?
Pallets are acceptable. Please ensure you are using the correct size pallet to accommodate your goods and that the goods do not overhang. All goods must be shrink wrapped securely onto the pallet.
What address details do I need to write on my package?
All packages must be clearly labelled with the delivery address, using its proper format. When you book with us, you will be given the option to print out address labels. If you are unsure of the correct format for an international destination, please check online prior to booking.
I'm not sure of the exact size or weight of my package.
You will need to know this before using our services, and incorrect details will result in a charge to cover the extra postage costs plus a £5.00 administration fee.
Will I have to pay a customs charge on my package?
This is up to the discretion of the customs in your recipient's country, and charges are not always applied consistently. Some - but not all - countries will exempt personal effects from import duties, otherwise a percentage of the declared value may be charged. If your parcel is subjected to a customs duty the carrier will contact your recipient with the details. Unfortunately, this decision is beyond our control, and we cannot get involved in the process.
How should I describe the goods?
Be as descriptive as you can, listing each individual item to ensure customs have no reason to investigate your parcel unnecessarily. Simply labelling the items "gift" or "goods" will not be sufficient, and your consignment is likely to be delayed as the items are individually classified.
How do I value my goods?
The contents of your parcel should be valued by the cost of replacing them. In the event of a claim, this value will need to be proven using a Purchase Receipt or similar. Do not leave the value blank, and do not be tempted to undervalue your goods - this can lead to both delays and fines issued from customs.
Due to the difficulty of valuing personal effects, they are sent at customers' own risk and no claim can be made in the event of damage or loss.
Do I need to fill out the whole Customs Declaration form?
Yes. A detailed description and accurate reason for export must be entered on the customs invoice. If your declarations form is found to differ from the goods you are sending then a surcharge could be applied or the shipment returned.
Are there any items I can't send?
There is a long list of items that are prohibited or restricted by courier services and customs departments all around the world. Please check specific details for your country of origin and destination prior to sending your parcel, as consignments containing these items may be cancelled, delayed or destroyed without prior notice.
Common items which are not permitted to be sent via courier include:
- Perishable goods
- Live animals, or animal products, including skins and furs
- Plants, seeds, or cuttings
- Flammable items (including alcohol, perfumes and nail varnish)
- Explosives, including Christmas crackers
- Prescription medication and pharmaceuticals
- Firearms, ammunition, knives or swords
- Money, Keys, Payment /Bank Cards, Cheques and Other Negotiable Items
- Birth certificates, death certificates, marriage certificates
- Obscene materials
- Jewellery, precious stones and metals
- Tobacco, tobacco products, electronic cigarettes and refill liquid
Around the world there are some highly unusual restrictions in the postal system, so please check with official sources before sending.
What do I do if my parcel arrives damaged?
Please sign to accept the goods, but make a formal note with the courier that the goods are damaged, or you will not be able to make a claim. Keep all packaging, as this may need to be inspected for a claim to be processed.
What insurance does my consignment have?
All services include a £25.00 transit cover, and additional cover can be added at 1.5% of the declared value, for goods valued up to £10,000. The minimum additional cover charge is £15.00.
Are there any exclusions to the Transit Cover?
Yes, there are some exclusions which will prevent you from making a claim. For example, you will be unable to claim if the item was not boxed or packaged sufficiently, or for items on our Prohibited or Restricted Items list.
How do I start a claim for a damaged parcel?
Only the sender can start a claim, and only they will receive the compensation. To place the claim, you will need a photograph of the item, a photograph and description of the packaging?s condition and an invoice showing the value of the consignment. Please email these to firstname.lastname@example.org.
When do I have to submit a loss or damage claim?
We must receive any claim for loss or damages with 7 days of the booking date. After this, we will not be able to process a claim.
How long will my claim take to process?
We aim to resolve any claim within 28 days, although industry standard is 8-12 weeks.
I made a mistake online, how do I change this?
Please e-mail email@example.com with the required changes and we will confirm if we are able to amend the booking or whether you will need to rebook.
Can I book my collection over the phone?
In order to keep our prices low, we only accept bookings using our online form, and cannot take telephone bookings.
How do I pay for my delivery?
We currently accept Visa, Mastercard, Maestro, Solo, Delta, Electron as well as the option to store cards and use Prepay on your account. Please contact us if you require more information.
Do you offer credit accounts?
If you are a limited company sending more than 50 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 services require a Shipping Label to be attached to your packages. You will need to print this out using a good quality printer.
How does prepay work?
You can set up a Prepay balance by making a payment to your RAND Logistics account using your credit or debit card. Next time you need to send a parcel, the cost will be debited from your account rather than requiring you to enter card details. This makes the process faster and allows you to regulate your parcel costs.
How do I top-up my Prepay account?
Select the 'Prepay' option under the 'My Account' menu and follow the instructions there. Prepay accounts can be topped up between £20 and £200 per top-up, and your account can hold a maximum of £500.
Can my Prepay balance expire?
As long as you use your account once a year, all funds in your Prepay account will remain valid indefinitely. Your credit will automatically expire if you do not use your account for over a year, so if you need to withdraw funds from your account, please contact our Customer Service team. Please note that we can only transfer funds back to the original credit or debit card that was used.
Can I pay for my shipment using both Credit Card and Prepay?
You cannot split payment for an order between different payment methods. In order to use your Prepay balance, it will have to contain enough funds to cover the whole postage cost.
It's not letting me click the Prepay button, although I have funds in my account.
Please ensure that your account balance is high enough to cover the whole purchase price of your order. If not, you will need to top-up the account before the Prepay button is activated.