Frequently Answered Questions (F.A.Q.)

Collection and Delivery

Q. Do I need to print a label off for my parcel? can I not just write the address on the parcel.

All parcels need a label with our barcode on, this is so the driver can scan your parcel.

Q. The parcel has been delivered and signed for, but the recipient claims they have not received it even with a Proof of Delivery (POD), what is the next step?
We will open a case with the carrier and will gain further evidence.

Q. I have made a mistake on the collection/ delivery address, what do I do?
Please contact us ASAP so we can cancel the shipment.

Q. Can you deliver the parcel without a signature at the other end and leave in the garage?
We do require a signature, but it can be up to the drivers discretion if he/ she leaves it in a safe place.

Q. Can I have a timed collection?
A collection can be made AM (7am-12pm), PM (12pm- 5:30pm), or Avoid the School Run (9:30am- 2:30pm). We do offer a text service that will give you a 3 hour collection window.

Q. My parcel has not been collected on time, what compensation do I get?
Our service does not guarantee the collections so we are unable to issue compensation for the shipment. But please let us know so we can investigate and rebook.

Q. You have not delivered my parcel on the day you said you would, can you refund me?
Our service does not guarantee a delivery day so we are unable to issue compensation for the shipment. But please let us know so we can investigate as to why it took longer than normal.

Q. Why is there no information available online for my shipment?
Your item information can take up to 2hrs to be updated.

Q. What can you collect?
We can collect parcels, boxes, jiffy bags, letters, but we are unable to collect pallets and items that are over the maximum dimensions.

Q. The person I have sent the item to was not in and has been carded, what do I do?
Tell your receiver to follow the instructions on the card or contact us for a new delivery date.

Q. What if my item has not been delivered on the date indicated?
Please track your item with Smart Tracking to find out the latest or contact us for more information.

Q. What items can I not send through Smart Courier?
Please click here for all prohibited items.

Q. What is the best way to package my items for transit?
The most effective way is to box your items with plenty of cushioning inside. Please click here for packaging advise

Lost or Damaged

Q. What if the items arrive damaged?
Please sign for the items and note it as damaged, this must be done as evidence for a claim. Please keep all packaging for evidence as well.

Q. My sent item has been lost or damaged how do I claim?
Please click here to download a claim form and further information.
All claims must be made within 14 days of collection date.

Q. My item has been damaged how do I get the parcel returned to me?
The damaged parcel must not be moved until the claim has been completed and notified.
If the claim is paid out in full the item will not be returned to you. If repair costs are paid the item will be delivered back to your address.

Q. How long does a claim take for lost or damaged parcels?
We aim to complete all claims within 28 days, but they can take up to 8 weeks on certain claims.