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
Q. Will the courier collecting my goods telephone me prior to collection?
A. Unfortunately not as all collections are automated with the booking being sent directly to the collection courier who will expect you to be at the collection address on the day of the collection.
Q. What time does you customer services open and can you be contacted by telephone?
A. Customer Services can be contacted by telephone from 08:30am to 17:00pm via telephone or email / contact us page.
A. Probably not. You can specify a what time your collection is ready with at least a 2 hour window. Your package will be collected between this time and 5.30pm or later dependent upon your postal code location and the collecting route.
A. Yes we can collect from any country, please click quote & book for a competitive quote.
Q. Do you only collect boxes?
A. We can only collect boxes, letters and jiffy bags under our normal services. Please note that we can also collect International Pallet's through Quote and book. Any singular Piece over 70kg must be palletised.
Q. It's 4pm and my collection hasn't happened...
A. Collections are up generally 5.30pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the depot.
On all other services they are either non-guaranteed or guaranteed delivery only, this guarantee will only apply once the package has been collected.
Q. Will Rand Logistics contact me if my collection fails?
A. Rand Logistics 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.
Q. What compensation do I get if my package is not delivered on time?
A. If your consignment was sent on a guaranteed service then you will receive a full refund should the delivery exceed the guaranteed time.
Q. What is classed as Furniture?
A. 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.
Q. What appliances are classed as White Goods?
A. Dishwasher, Clothes dryer, Freezer, Refrigerator, Cooker (also known as Range, Stove, Oven, Cooking plate or Cooktop), Water heater, Washing machine, Trash compactor, Microwave, Air Conditioner.
Q. Is a Guaranteed service guaranteed to all areas?
A. Guaranteed deliveries, where specified only apply to Mainland UK, further limits are placed on Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland, Highlands and Islands and Offshore Islands may be subject to a 24-48 hour delay with all carriers. Glasgow can take an additional hour on the by 9.30am, 3pm service. Please check before sending.
Q. Will my consignment be collected in the time slot I request?
A. The driver will always attempt to collect during the requested time slot where possible. The time slot however, is only a request and should the driver not be able to collect during this period they could attempt outside of this slot between the hours of 9-5.30pm.The driver would always rather attempt than not attempt at all if they cannot collect during the requested time slot, but we really do get very few issues of this nature as the time slots displayed are supplied by the carrier knowing when the driver is due to be in your area.
A. 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 carrier confirming what local customs have assessed the duty rates as but unfortunately we cannot get involved in the process.
Q. How should I describe the goods?
A. The simple answer is to be as descriptive as possible. Never put 'gift' or 'goods' as this will delay the item in customs whilst they classify exactly what the item is. You must enter every item individually and be as descriptive as possible to avoid delay. Please also note that Personal effects are 'Restricted' through our site and is sent are at the customers own risk. Personal affects can also attract higher customs charges.
Q. What value do I place on the goods?
A. The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. The Value of any goods sent must be able to be proven in the shape of a Purchase receipt in the event of a claim. For this reason Personal affects should not be sent and can attract a higher customs charge. Please note - As it is difficult to prove the value of Personal Affects they are listed under our Restricted items. They can be sent, but it is at the customers own risk and no claim can be made in the event of damage or Loss.
Q. Incorrect Customs Declaration
A. An accurate description and reason for Export must be entered on The Customs invoice. If customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchased) then a Surcharge could be applied or the shipment returned.
A. 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.
Q. Do I need to keep the packaging?
A. 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.
Q. What cover does my consignment have?
A. All services come with an inclusive transit cover of £25.00.
Q. What do I need to start a claim?
A. 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
Q. Who can start a claim?
A. Only the person that placed the order can start a claim and only the person who placed the order will be paid out.
Q. How much time do I have to submit a loss or damage claim?
A. All claims must be received within 7 days of the date of booking. We will not be able to process claims received after this date.
Q. How long will my claim take?
A. The industry standard to resolve a claim is 8-12 weeks. Rand Logistics aim to conclude any claim received within 28 working days.
Q. Are there any exclusions to the Transit Cover?
A. 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.
Q. How will I get my item back?
A. 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.
Q. What is Enhanced Transit Cover?
A. All services include Transit cover against Loss or Damage up to the value of £25.00
Enhanced cover can be added during the ordering Process up to the value of £10.000 at 1.5% of the declared value subject to a minimum charge of £15.00
Q. How do I start a claim?
A. Please email all the relevant information to email@example.com
Q. What is Enhanced Transit Cover?
Enhanced cover can be added during the ordering Process up to the value of £10.000 at 1.5% of the declared value subject to a minimum charge of £15.00. This does not apply to documents shipments.
A. In order to keep our prices low, we cannot take telephone bookings.
Q. Payment Methods
A. We currently accept the following payment methods: Visa, Mastercard, Maestro, Solo, Delta, Electron as well as the option to Store cards and Pre Pay on account. Please contact us if you require more information.
Q. Do you offer credit accounts?
A. Not normally. If you are a limited company and send more than 50 packages a week, we may be able to offer you an account subject to status.
Q. Why do I need a printer for some services?
A. 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 printer.
Q. Members Discount & Promotional Offers
A. Web members no longer receive a standard discount. Promotional offers will be available from time to time where we will be able to offer varying discounts for our customers to benefit from. Terms & Conditions apply.
Q. I made a mistake online, how do I change this?
A. Please e-mail firstname.lastname@example.org with the required changes and we will confirm if we are able to amend the booking or whether you will need to rebook.
A. We operate a parcel delivery service. Every item must be boxed (or jiffy bag / envelope depending on size) to travel in our system.
Q. What address details do I need to write on my package?
A. You must label all packages clearly with the destination address.
When you book with us, you will be given the option to print out address labels.
Q. How should I package my item?
A. We can only accept items that are professionally packed within a box ready for the driver.
The item must be cushioned, protected with suitable outer packaging and 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.
Q. I'm not sure of the exact size or weight of my package.
A. You need to know this information to use our services.
If these details are wrong, you will be charged the extra postage costs plus a £5.00 administration fee.
Q. How do I prepare my Pallet?
A. Please ensure you have selected 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.
Payment - Credit / Debit Card
Q. What Credit / Debit cards do you accept?
A. We currently accept Visa, Mastercard, Solo, Delta, Electron and International Maestro.
Payment - Prepay
Q. How does Prepay work?
A. With Prepay, you use your credit or debit card to make a payment to your Rand Logistics account.
Then whenever you send a parcel and choose to pay by Prepay, your account gets debited the purchase price.
The whole checkout process is much faster, as no card details need to be entered.
Q. How much do I need to top-up my Prepay account?
A. You can top up your Prepay account with as little as £20, up to a maximum of £200 per top-up.
The maximum credit your Prepay account can hold is £500.
Q. How long does my Prepay top-up remain valid?
A. All funds in your Prepay account are valid indefinitely, as long as you use your account at least once a year.
If you do not use your account for at least a year, your credit will expire automatically.
Q. How do I withdraw my Prepay funds?
A. If you would like to withdraw any Prepay funds, you will need to contact our Customer Service team who will arrange this for you.
Please note that we can only transfer funds back to the original credit or debit card that was used.
Q. Can I pay for my shipment using both Credit Card and Prepay?
A. To pay for a shipment using Prepay, you need to have enough funds available in your account to cover the whole amount.
You cannot split payment for an order between different payment methods.
Q. I have funds in my Prepay account, but the Prepay button is not enabled...
A. You need to ensure you have enough funds in your account to cover the whole purchase price of your order.
If you do not have enough available, you will not be able to pay by Prepay until you top-up your account.
Q. How do I top-up my Prepay account?
A. Just select the 'Prepay' option under the 'My Account' menu and follow the instructions there.