How Can We Help You Today?
Click on the icons below to see answers to our most common questions. Alternatively, contact our customer services team at firstname.lastname@example.org
Can I drop off my parcel at the depot?
Yes, you may drop parcels off at our local depots.
Do you provide a Mail Redirection & Hold service?
Our carrier networks do not provide this service. You may request one directly with Royal Mail.
I need help with my account
If you require assistance please contact our team via the contact portal
What should I do if my parcel is showing as ‘delivered’ on your tracking tool or track notifications but I haven’t received it?
If your item was sent using one of our trackable services and it's showing as ‘delivered’ but you haven’t received it, there are a few things you can check:
- Has a card been left in your mailbox or under your door to let you know that we’ve left your parcel somewhere safe?
- Has anyone else at your address accepted or signed for the item?
- Have you checked with the sender that it was sent to the right address?
If you’ve checked these things and still can’t locate your item, please contact us so we can help.
How can I track my order?
The tracking will update on the order page. You can also track your parcel on the courier’s site using the tracking number provided on the order.
What if my parcel is lost or damaged in transit?
Please raise a ticket with our customer service team through our portal. They will investigate your issue with the courier and try to resolve the issue with them on your behalf..
Can I stop and return my parcel?
Yes, please contact our customer service team and they’ll be able to contact the courier and request this for you. Please be aware that depending on the stage of the delivery process, this isn’t always guaranteed. If it is out for delivery already, we recommend that you advise your customer not to accept the parcel and it will be returned.
Can I cancel my order?
You have until 5:00 PM on the day you created the order to cancel it yourself. If you pass this deadline you’ll need to call our customer service team, and they’ll cancel it for you. You can do this up to 48 hours after creating the order.
Can I make a claim for a parcel?
Yes, once an investigation is completed, you’ll be advised to claimfor the parcel on our Caribou portal. When claiming, you’ll need to include the manufacturer’s invoice for the item cost. We cannot accept sales invoices for your claim.
How do I book a collection?
On the left-hand side of the screen in your Caribou Portal, there is an option to ‘Request Collection’. Here you can select a day you wish to have your parcels collected. You have up until 11:00 AM on the day to get a same day collection.
What if I forget to book a collection?
After 11:00AM you can request a collection through our customer service team. There is no guarantee but we will try our best to get to you on the day.
Can I make changes to my consignment?
If you have produced a label already, you’ll need to contact our customer services teamt to make any changes. Or, you can cancel the label and create a new one with the correct information. (Be aware that changing the size and weight may increase the price of the label.)
I’m having a problem generating the label.
Please make sure all the information in the address is correct. Checking the full address by searching in Google is a good way to do this. Please don’t use any special characters (&%*?) as these will stop a label from being generated. If the problem persists then please call our customer service team.
What happens if my parcel is bigger/heavier than declared?
If your parcel is bigger or weighs more than declared, the courier may issue an additional charge.
Could I be charged if I don’t factor in volumetric weight when booking a delivery?
There is a possibility that some couriers will add a surcharge to parcels where the volumetric weight exceeds the declared weight. This is because parcels that haven’t been properly declared take longer to be sorted, and often have to be taken care of manually. This, in turn, slows down the processing of other parcels on the sorting line and takes up the time of depot staff. The charge is designed to compensate for the loss of productivity that the misdeclaration caused.
Can I send to a BFPO Box address?
Some of our couriers deliver to British Forces Post Office (BFPO) addresses, but there is a cost which is higher than the normal parcel price. If there is a parcel that is not declared as BFPO address, there would be a charge in the future. Feel free to email us at email@example.com for any questions on this. More information relating to sending mail with BFPO can be found on the gov.uk website.
Why are my international parcels prices higher?
There is a possibility that some couriers will add a surcharge to parcels if the volumetric weight exceeds the declared weight. Volumetric weight (also known as dimensional weight) is a calculation of your parcel’s effective weight based on its volume.
For example, if you were to send a parcel that measured 120 cm x 40 cm x 10 cm, the volume of that parcel would be 50,000 cm3 (or 0.05 m3). The volumetric weight is a metric that uses the volume in its calculation. Please bear in mind that each courier calculates the weight derived from volume differently.
This means that the volumetric weight of your parcel may differ between courier services. For example, if you were using UPS, your volumetric weight would be 9.6kg with the above dimensions.
Why is there a courier surcharge/additional payment?
A courier surcharge or underpayment charge is an additional charge issued to a sender by the courier when the parcel does not match what was declared during the order process.
What are the different types of surcharge cost?
The different types of surcharges are listed below:
Aborted van collection
Charged when there is an attempted ad hoc or scheduled collection, but nothing is available to collect.
Aborted trailer collection
Charged when either (a) there is an attempted ad hoc or scheduled collection, but nothing is available to collect or (b) a cancellation is received post-vehicle departure.
Charged when collections are made from a site note listed as a scheduled collection address in Section 3 - Client and Site Requirements Schedule.
Charged when deliveries are made to RAF Northolt for onward shipping to BFPO addresses.
Charged when parcels cannot be processed via mechanical sortation systems due to irregular shape/size, or if they contain fluids.
Incorrect size/weight declaration
Charged when the actual weight or dimensions are greater than the declared weight or dimensions and this moves the parcel to a higher pricing band for the product.
Return to Sender
Charged when the parcel cannot be delivered and is returned to the person who sent it.
Charged for parcels shipped on XPRESS services where the item exceeds one of the following: 17kg, 90cm longest length, 0.113m³. In addition, the Oversize XL surcharge will also be payable for items which exceed XPECT weight and dimensions.
Oversize XL (OGL1 / OGV1)
For parcels between 120cm and 170cm in length or between 0.23m³ and 0.28m³ in size unless the XPECT 48 XL service is being used.
Where can I view/download my invoice for payment?
All invoices will be sent to the email address that you have registered with us. In case you do not get these emails, please email us at firstname.lastname@example.org, and we will investigate as to why this is happening. You can also log in to your Caribou Portal to view your invoices.
How do I cancel a label that has been invoiced?
You will have to email us at email@example.com with all the details. Once we have done the necessary checks with suppliers, the next steps will be communicated to you.
How do I apply a credit note that has been issued to me?
You will have to email us at firstname.lastname@example.org. Since the accounting software is not automated, we will manually apply the credit note to the corresponding invoice.
How do I prevent being charged in the future?
Keeping yourself from being hit with future charges is simple. It just takes a few double-checks on your part before you book your parcel for delivery. So, before you send, check the following:
- The actual weight of your parcel
- The dimensions (length, width and height) of your parcel
Can I dispute a charge?
Yes. If you’ve been overcharged, and you have sufficient evidence to dispute, send us an email with all the details at email@example.com and we will investigate your query with the courier. We will get back to you by email once the courier responds.