Your Questions Answered
Customer Service FAQs
How quickly can you pick up my package?
Pre-booking will ensure you have the least delays for the pick up of your goods. However, we will be able to confirm a pick up time when you call our office. Generally it will be within 30 minutes of your call. If there are any delays en route you will be notified.
What do you need to know when I’m getting a quote?
For us to quote you a price, Customer Services will need the size and weight of the consignment, the delivery and collection postcodes. The size of the consignment will enable us to provide the most appropriate vehicle size for the task. The postcodes are used to map and route the exact mileage.
To complete the firm booking it would help us further if you could provide a little more information, such as contact names at the collection and at the delivery point with the company name or building number. The more contact information you are able to supply the easier and smoother the delivery.
How do I pay?
Having a credit account with us is the easiest way to ensure a faster service. If you do not have a credit account with us we will ask you for payment before we undertake the delivery. We will accept most credit and debit cards. Or you can pay by cheque or cash on collection of the goods. Opening a credit account is easy – simply complete and return the account application form and we will do the rest. Contact Customer Services and we will be happy to send you a form.
Can my package get lost?
No. Your delivery starts and ends in the dedicated vehicle, unless we specify otherwise. A signature is collected at the point of delivery to verify the safe delivery.
What happens if a problem arises?
If any problems do arise, we will contact you as soon as possible.
If significant delays or any other problems are experienced that may jeopardize your delivery, Customer Services will contact you and seek your advice as appropriate.
Will my package be insured?
Yes, your goods are insured and covered by our Goods in Transit insurance. Your goods are insured at no additional cost to yourself for AED 25,000 per consignment.
If you have goods that are more expensive please discuss at the time you are talking with our Customer Services.
What documents do you return?
Your delivery documents will be enclosed with the invoice, which is normally handled weekly. Discuss with Customer Services for further details.
What details are included on the invoice?
Full details of the collection and delivery address, any order or reference number, the net cost of the job, any waiting time or additional charges will be shown separately, and the full cost including VAT.
Can you include client details on the invoice?
Talk to a member of our Customer Services team about your requirements.
I need regular deliveries between various offices, do you offer this service?
We would be happy to quote you a competitive rate for regular contract runs. Call our Customer Services to discuss details.
Would you still be operational if something happened to your regular driver?
A risk assessment has been carried out to maintain our service to our customers. We would maintain our service so we do not affect your delivery requirements.
Do you always get a signature at the delivery address?
Yes. All deliveries will be required to have a signature at the destination. This will be obtained as Proof of Delivery (POD).
Do I need to sign when you pick up my package?
We don’t normally require you to sign at the time of pick up. However please discuss this with our Customer Services if you have particular concerns.
Is there a limit to what you can transport?
We are able to deliver most standard and common packages, but there are some things we cannot, for example radioactive waste which requires specialist transfer.
Do you offer an overnight service?
For our full services contact our Customer Services to discuss the range of services best to suit you.
How do I contact you?
Call our Customer Services. We are open 24 hours a day, 7 days a week, and 365 days a year.
What size vehicles do you have?
We have access to a range of vehicles to suit most of our demands. For the day to day business we use our brand new eco4 rated Mercedes van. This is equipped with extra armoured door plates for further security. It also has Thatcham 1 approved security alarms and immobilization units. For more details contact our Customer Services.
Do you know where my consignment is at all times?
Yes. We are in constant touch with our driver.
What if I need to change the delivery details?
This is not a problem. If there is a change to any of the details of the delivery of your package, then call Customer Services as soon as you can and because we are in constant touch, we can ensure it is delivered to where you want it to go.
The delivery costs will be recalculated and you will be advised at the time of the change.
I need delivery of very small items, is this a problem?
No. We welcome any enquiry and will be happy to discuss your details and provide our best service.