Collection and Delivery
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 immediately so we can make any amendments to your order before it is processed to the courier, changes made after processing will be charged for.
Q. Can you deliver the parcel without a signature at the other end and leave in the garage?
Yes we can deliver to a safe place, i.e. a secure dry location. This is only available with the Hermes Service.(Please note we are unable to deliver to a PO Box.)
Q. Can I have a timed collection?
Unfortunately we are unable to set times on our services; collection can take place any time throughout the day
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. Why is there no information available online for my shipment?
Your tracking information can take up to 2hrs to be updated after collection.
Q. What can you collect?
We can collect parcels, boxes, suite cases and most other items as long as the item is packed correctly and it is not listed on our restricted items list. Please click here for full details.
Q. The person I have sent the item to was not in and has been carded, what do I do?
Please inform the receiver to contact the courier using the details on the card to arrange for redeliver or to collect from the depot.
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?
While we aim to complete claims as quickly as possible, the process can take up to 12 weeks.
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