FAQ

Pallet Size UK

Our standard pallet allowance is 120x160x220

What is an oversized pallet

An oversized

Do the vehicles have tail lifts

Can I send hazardous goods?

please ensure acurate dimensions

What if my goods overhange the pallet

Does my item need to be on a pallet?

What is a pallet courier?

How heavy is my pallet?

Will I have to sign something?

What if my pallet is oozing stuff?

What time will my pallet be collected?

Tracking your order

What if my pallet is damaged?

Is my pallet Insured?

How much is it to ensure my pallet

Should i ‘Sign damaged?

What does ETA stand for?

Estimated Time of Arrival.

What if i have to cancel?

Please tell us as soon as possiible if you need to can cancel your

Will the driver call me prior to collection?

One of our customer service team can call you up to two hours ahead of your scheduled delivery for an additional £2.75

You can be contacted up to an hour before your Yes we can request the driver call you up to an hour before your pallet will be delivered

The time it takes to deliver your pallet depends on the size and complexity of your site and the quality of goods that you have ready to go. A basic website typically takes around 4 to 5 working days from beginning to end.

Can you help me arrange pallet delivery service?

  • Yes we will help you get this set up or we can work arrange your existing provider.

A basic delivery to typically takes around 4 to 5 working days from beginning to end but faster options are available at relatively cheap pallet delivery

Extra insurance for my pallet?

Additional insurance for goods up to £10,000 is usually no more than £45. In the event of a claim you be required to

How do I insure my pallet?

We will insure your pallet as standard up to £5 per KG up to a maximum of £5000

Your goods are

Our vehicles will have a tail lift

Yes it will. All the vehicles will have a tail lift we design work on all devices. Depending on your requirements we can design and develop your site using responsive design so that the site is optimised for mobile deliveries.

Do I need a fork lift truck

If there is lifting equipment at both collection and delivery addresses then for a full pallet you may go up to 1200kgs.

1: How will I know my goods have been dispatched?

2: How will my order be dispatched?

3: How can I track my order?

4: What will happen if I miss the scheduled delivery?

5: What if I no longer require the order?

6: What happens if my order arrives damaged?

7: What happens if my goods arrive late?

8: Can I upgrade my delivery service once the order has been dispatched?

9: Can you ship all your products to all countries?

How long will my order take to reach the store?

When will I know my order is ready for collection from the store?

Do I need to bring anything with me in order to collect my goods?

How long will my order be held at store?

What happens if I do not/ am unable collect?

What if I no longer require the order?

1: How will I know my goods have been dispatched?

2: How will my order be dispatched?

3: How can I track my order?

4: What will happen if I miss the scheduled delivery?

5: What if I no longer require the order?

6: What happens if my order arrives damaged?

7: What happens if my goods arrive late?

8: Can I upgrade my delivery service once the order has been dispatched?

9: Can you ship all your products to all countries?

How long will my order take to reach the store?

When will I know my order is ready for collection from the store?

Do I need to bring anything with me in order to collect my goods?

How long will my order be held at store?

What happens if I do not/ am unable collect?

What if I no longer require the order?

will you provide pallet Labels put address label items attach send days must services labelled sender address as well as your own .

perfect on the pallet delivery signature for signed for pallet. Should sign unchecked or damaged?

packaging sizes
Yes one of our customer service team can and our driver will assist you and provide pallet wrap and any other can i buy pallet wrap and can be rapped for.

Our driver can privide you with items to correctly label and put senders address as well as consignee

does consignee mean?

Pallet delivery

Dispatched order will delivery back collect day customer collectingcourier orders working saturday monday FAQ contact damaged search gmt details account made service contact arrives credit tracked tracking number

Where are my items collected from?
We offer a door to door service, the driver will arrive and collect your items from the main entrance, loading bay, mail room or other suitable area. The driver is unable to collect from within a building. Pallets can only be collected from level areas with hard standings. Hard standings include concrete, tarmac, etc. A pallet needs to be moved easily on a pallet truck at both collection and delivery addresses. We cannot collect or deliver to areas with gravel or grass.
When will my items be collected?
Drivers can collect your items between 8.00 and 18.00, we are unable to advise of a more specific collection time unless you have booked one. If the address is a business address the drivers will usually collect during working hours. Please note that not all drivers have access to mobile phones so may not be able to call you in advance or when they arrive at the address.
When will my items be delivered?
Your items will be delivered between 9.00 and 18.00 on the delivery date. You can also track your items online to see when they are out for delivery.
What if I miss my collection or the driver does not turn up?
If you miss your collection please contact us or you can book a new collection online. Please note missed/failed collections are charged at the full shipment cost and refunds cannot be made. If the driver does not show up please contact us so we can arrange another collection.
What if I miss my delivery?
If you miss the delivery please contact us, we can arrange another delivery however there will be additional charges.
When should I book my collection?
We recommend booking 1-2 days before your collection date. However on some services you can book same day collections, please get a quote to see each services cut off time. You can book further in advance online if you need to.
What packaging can I use?
It is your responsibility to package all items securely, we do not offer a packaging service. You must use a 4 way or euro pallet. Please read all information on packaging here.
How do I send items on a Pallet?
You need to securely attach your goods onto a Pallet, please read our packaging page for detailed instructions.
What size and weight can I send?
Within the UK and Ireland if using a pallet service the maximum base of a pallet is 1.2m x 1m. The maximum height for a half pallet is 1m and for a full pallet is 2m. The maximum weight depends on the service you use, these sizes are shown when booking, however you can send up to 1000kg on a full pallet service within the UK and Ireland.
Can I send an engine or gearbox?
Yes however restrictions apply. If you are sending an engine or gearbox (or any goods containing oil) they must be fully drained of oil before collection There must be no oil or smell of oil coming from the engine or gearbox. We recommend pressure washing and/or sending the engine or gearbox in plastic container secured on the pallet. You may have to collect your pallet from the local depot if any oil or smell of oil is detected. Any spills will be charged for as per the couriers terms and conditions, which can be considerable.
Is there anything I can’t send?
You can send almost anything within reason on a pallet if it fits, however there are some restrictions. Please read our prohibited items and also our non compensation items list.
Do I need labels?
Yes, simply print a label from your My Orders section. Every service has different labels, some labels contain barcodes and other do not. If you are sending your items outside the EU you will also require custom documents, these will be provided in My Orders. Do not hand your pallet to the driver without labels.
What if I don’t have access to my labels?
90% of labels will be available within 5 minutes of booking. Some services can take longer to get the labels back from the courier, all labels will be available the day of collection. You will get an email when your labels are available to print. Do not hand your pallet to the driver without labels.
What if I cannot print my labels?
Please contact us. Labels are required for all services, however some services you can make your own labels or hand write the address (if you do not have access to a printer). If there is a barcode in the label then you must print the provided labels. If a label doesn’t have a barcode, then you can hand write your own. Barcoded labels must be attached. Do not hand your pallet to the driver without labels. You may be charged an admin fee or your pallet returned if you do not attach labels.
How do I attach my labels?
Simply stick the provided label on the pallet using tape or something similar. If you are provided with more than one label per pallet, only attach one label and give the other labels to the driver. Please make sure no barcodes or addresses fields are covered when attaching labels. For custom paperwork please insert 3 copies into a clear documents enclosed wallet. If you do not have documents enclosed wallets please hand the custom paperwork to the driver who will attach these for you.
Where do you ship to?
We ship within the UK, Ireland and Europe. Use our quote tool to see all destinations and get a quote online. If a country is not listed, then please get in touch for a quote.
Is my stuff covered for damage or loss?
Yes. Each consignment is covered up to the value of £50 as standard. You can add more cover up to £1000 when booking (for a small fee).
How long does it take to receive my item after I sent it?
The transit times will be displayed when booking, these times are quoted in working days. Working days are Monday – Friday, excluding public holidays. Items are not delivered on weekends. In some remote areas it can take an extra 1-2 days for delivery. You can track your item online to see when it will be delivered.
Do you offer discounts for regular senders?
Yes, please read our regular senders page here.
What size/weight item are you allowed to send?
Items must fit securely onto a Pallet with no overhang (unless using oversized service). The maximum size of the base of a Pallet is 1m x 1.2m. A half pallet has a maximum height of 1m and a full Pallet has a maximum height of 2m. Please provide accurate sizes when booking, under declaring sizes will lead to additional charges and your pallet may not be collected (without a refund).
Are there any restrictions on the service?
Yes, please read our terms and conditions and prohibited items list.
What if my item has not arrived yet?
If your items have not arrived 2-3 working days after your delivery date please contact us. If needed we will pursue a compensation claim on your behalf. The biggest reason for pallets being delayed is the labels falling off, it is vitally important that you attach your labels securely.
What if my item has been damaged?
It is very rare for any items to be damaged but if your items have have been damaged we have procedures in place to compensate you for damage and loss. Please make sure the items are signed for a damaged and contact us as soon as possible so we can advise you what the next step is. You will need to send us a completed claim form within 2 days of the items delivery date. Please keep the items and all packaging used.
Still need answers?
Please Contact Us if you have any other questions. Click here to contact us

FAQ’s

Q1 What does pallet “parameter” mean?

All dimensions and weight within a single pallet. The maximum pallet base dimensions are 120cms x 100cms, the maximum height of the pallet selected includes the pallet height as well so measure from the floor. Quarter 60cms Half 100cms and Full 200cms the maximum weight of the each pallet is 250kgs for a quarter pallet, 500kgs for a half pallet and 1000kgs for a full pallet. If there is lifting equipment at both collection and delivery addresses then for a full pallet you may go up to 1200kgs.

Q2 What happens if my goods exceed the “parameter” of a pallet?

If your goods overhang or the pallet exceed the base parameter by one way this will be an oversize pallet up to 240x100cms or 200x120cms (2 pallet spaces) if you exceed the pallet base dimensions by both ways this will also be an oversize pallet up to 240x200cms (4 pallet spaces) the maximum parameter in length that the network can accept is 300x120cms (3 pallet spaces). The maximum weight of any single pallet even if oversized is 1200kgs.

Q2a Can I send an engine or gearbox?

You can but you must order on our sister website www.ukenginedelivery.co.uk

Q3 What if collected or delivered the pallet is larger or heavier than what is ordered?

When you click the submit button you agreed to our disclaimers, terms and conditions and accept liability for any further charges applied. Failure to disclose the correct pallet size will result you being charged the correct amount and must be paid on receipt of invoice.

Q4 Can I send hazardous goods?

You can but you must order on our sister website www.ukenginedelivery.co.uk

Q5 Can I send fluids?

As a general rule if the fluids are in a sealed container and not dangerous or a toxic substance, then yes we can. It is always wise to check with us first before ordering.

Q6 Is a pallet supplied if requested?

You may ask for a Pallet or Pallet and wrap in the collection notes, there is an additional charge for this service and has to be confirmed by the collecting depot on request. If accepted a payment link will be sent for you to order. We can offer this on Economy service only. You are responsible loading the pallet.

Q7 Does my item need to be on a pallet?

Your item needs to be safely secured to a pallet prior collection unless you have requested a pallet or Pallet and Wrap.

Q8 I don’t know the weight of my goods?

If you don’t know the exact weight don’t worry as most people don’t, try to be as close to what you may think it is, try not to under or over exaggerate as this may cause your or someone else’s pallet to be missed as a result, the carrier is limited legally to what he can carry.

Q9 What is a hard standing?

Your pallet must be accessible and the driver must be able to pull or push the pallet to his tail lift to load. The surface needs to be concrete, tarmac, brickweave or slabs for example. Think to yourself “would you be able to move a pallet and its weight” on soil, loose shingle or turf?

Q10 Do your lorries come with a forklift truck?

No, if you have requested a tail lift then it will have a pallet truck (hand pump truck) on board.

Q11 What size are your lorries?

Normally 16 -18 tonne rigids with curtain sides and a (tail lift if requested). If you have restricted access and you need a smaller vehicle such as 7.5 tonne or transit size you must inform us, please note, this request may delay your collection or delivery if a vehicle is not available on that day.

Q12 When will I get confirmation of my pallet order?

Transferring data is not automated as we have to check your order before transferring to the carrier. If you order between (A)11.15am to (B)11.14am the following day you will normally receive confirmation with labels by (B)midday Monday to Friday.

Q13 Do I need to check my order when I receive confirmation?

We recommend you check your confirmation, we are all human and even we can make a mistake and please check your labels.

Q14 Do I have to have an account or a business to use your services?

No, anyone whether residential or business can use our service without an account at any time, however if you frequently send pallets and wish to open and use the business account facility you will need to submit the business enquiry form and a credit form will be sent to you to fill in for our commercial department to give authorisation and set up.

Q15 I have noticed that I have given or you have transferred some incorrect details.

If this happens please contact us as soon as possible, when you create an order you it will generate an order id, date-time-random 6 digits ie: ddmmyy-hhmm-123456, the 6 random digits will be your PAL consignment reference. Please use this number for all correspondence preferably by email to info@ukpallet.co.uk.

Q16 My card payment has been rejected or declined.

If this happens we will notify you by email the reason why and will offer to send you a merchant payment link for your attention. You may also contact us to make payment over the phone using our virtual terminal. Your order will not be processed until we receive payment confirmation.

Q17 When will my order be collected?

Anytime Monday to Friday from 08:00am to 18:00pm unless special arrangements have been agreed. There are no collections at weekends. We cannot offer timed or AM collections. Standard next day service is collected on the following day of order unless the Same Day collection is ticked and paid for, cut off time is 11:15am.

Q18 When will my order be delivered?

Any time Monday to Friday between 08.00am to 18.00pm unless AM, Timed or Saturday options have been selected and paid for.

Q19 May I contact the Carrier or their Depot?

No, only under special circumstances with permission granted by us.

Q20 Can I track my order?

Tracking is available on our homepage and available once it has been scanned in at the collection depot.

Q21 Does anyone have to be present for collection or delivery?

Yes, but if you are not going to present you must give us permission to collect or leave the goods. The carrier is only responsible for your goods whilst it is in their care. Failure to do this will result in a failed collection or failed delivery charge. If you are the recipient or 3rd party making the order, it is your responsibility to inform the sender.

Q22 Will the driver take the pallet into my property or help to offload?

The service offered is door to door on the ground floor and the driver is not obligated to help offload or take it into your property and is down to the drivers discretion.

Q23 Should I check my goods when delivered?

We recommend you do, if there is any damage you must notify the driver and do not sign the POD “proof of delivery” as received in good condition as this may invalidate any claim. You are entitled to refuse your goods, if damaged always try to take a photo and report to us asap. There are time limits to report a claim, please read our T&Cs.

Q24 How do I make a claim against damage or loss of goods?

It is important that damaged or lost goods are reported to us by 17:30 the following day of the delivery. We will send you a claim form and must be replied and within 7 days of receipt. Contact us via email info@ukpallet.co.uk and we will transfer details to the carrier. It is forbidden to contact the carrier or their insurers directly.

Q25 Are my goods insured?

Your goods are insured against loss or damage caused by the carrier at £5.00 per kilo up to a maximum £5000 per tonne / pallet. The carriers insurers may require proof of weight, cost, salvage or repair values in the event of a claim. We as a 3rd party company are not liable for any loss or damage and act as an agent for claims to be processed and regulated by the carriers insurers.

Q26 My goods are high value, can I have enhanced insurance cover?

Yes you can, the carrier offers up to £25 per kg to a maximum of £25000 per tonne / pallet. You will need to contact us before making your order as amendments cannot be made once manifested.

Q27 How long does a claim take to process?

The simple answer is “how long is a piece of string” there are a lot of insurance scams being made and the carriers insurers have seen them all, as long as you send all the information that they require truthfully and promptly enabling ease of their investigation it should be a matter of a few weeks. Delay is caused by discrepancies and fraudulent claims and may take months to settle and a rarity but may even be rejected.

Q28 I made the order and I am the recipient, how does the sender receive the labels?

We will reply to the email address given, when you receive the labels please forward them to the senders email address. If you wish for us to send the labels direct please supply their email address in the collection notes. If this is not possible then ask the sender to write the delivery address to identify and attach to the pallet.

Q29 Can I get an ETA (earliest time of arrival)?

We do not have direct contact with the driver so it makes it difficult for us to get an ETA without going through several departments so please avoid asking this unless it is essential.

Q30 How long does an economy delivery take?

An economy delivery is normally scheduled 2 working days after collection but in some remote areas and where a ferry is used this may not be possible and can take a further 1-3 days to arrive, for example Ireland 3 days, Highlands up to 5 days and may be subject to crossing and weather conditions.

Q31 Is my pallet “guaranteed” to be collected or delivered on time?

The carriers aim it to reach it’s target to deliver and collect as requested but cannot control traffic, congestion, accidents, breakdowns, roadworks, weather, loading and off loading conditions, also legal driver man hours are just a few things that can go wrong but under normal circumstances running smoothly they do attempt to guarantee your request.

Q32 Will I be contacted before collection or delivery?

Drivers are not obligated to make contact before collection or delivery but for example, they may try if you live in a remote area. They also don’t want a wasted journey that could cost valuable time and money and may request aborting if there is no answer, therefore it is essential that we are given correct telephone numbers and also to avoid attempted or re-collection / delivery charges. If you are not going to be there contact us in good time to relay the message. If it’s loaded it takes up space for another pallet that could be collected or delivered.

Q33 I will need to be contacted before collection or delivery as I won’t be there and cannot leave the pallet safely outside or with a neighbour.

Add this request in the collection or delivery notes and please state how long you need the call prior to collection or delivery. Please note this may delay collection or delivery if contact has not been made. It is essential we are given the correct contact details.

Q34 What does “Book in” mean for a delivery?

The depot (not the driver en-route) will call to confirm and discuss when the recipient requires delivery prior to the pallet being loaded. Please note: this may delay the delivery if contact has not been made. We cannot offer this service for next day orders.

Q35 Can I make an order over the phone?

We do not encourage this as it takes at least 20 minutes to relay and edit the form and we will only do it under exceptional circumstances. Please avoid this service in the mornings whilst we are inputting online orders to the carrier.

Q36 What can I do if I don’t want to make an online payment?

You may contact us by phone where we can take your card details if you wish and use our virtual terminal.

Q37 I need to chat or talk to someone.

We have a live online chat during office hours which is always manned and will answer as soon as we can. If your enquiry is not urgent and you wish to talk to one of our staff we encourage you to call us in the afternoons after 13.30.

Q38 Can I cancel my order?

You may cancel your order anytime but there are 3 stages for any surcharge that may apply

1a Cancel before we have manifested, no charge

2a Cancel after we have manifested and sent you confirmation, 10% admin charge

3a Cancel after the carrier has left the depot to collect, 10% plus carriers collection charge

Q39 I am third party making the order.

It is essential that you contact the sender and confirm you have been given the correct pallet dimensions and weight, confirm the item/s is secured to a pallet and ensure someone will be in for the collection. You will need to contact the recipient and confirm that someone will be available to sign for the consignment. If you have been given incorrect details and the pallet exceeds the parameters or attempted collection or delivery is made you are liable for any further charges.

Q40 I am the Recipient making the order.

It is essential that you contact the sender and confirm you have been given the correct pallet dimensions and weight, confirm the item/s is secured to a pallet and ensure someone will be in for the collection.

Q41 What are your office hours?

We are open from 8.30 to 13.00 and 13.30 to 17.00 Monday to Friday.

Q42 Cancellations and Refund Policy

Please note that any refund offered will always be returned to the card that was used to make the initial payment.

Cancellation notified to us via email by 17:00hrs, the working day prior to collection.

If you no longer require the pallet collection and delivery service and need to cancel, a refund will be offered minus our 10% administration charge if you advise us via email by 17:00hrs the night before collection is due.

Cancellation notified to us via email after 17:00hrs the working day before collection.

If we are notified of cancellation after 17:00hrs the night before collection is due, then the refund you receive will be minus the collection charge for your area, and a 10% administration charge.

Items Damaged or Lost

Please kindly note that no refund can be offered in the unfortunate circumstance that any goods are damaged or lost. In this instance the RHA conditions must be followed in order to initiate a claim with our carriers, and we are not able to refund you for the collection or delivery service.

FAQ’s

Q1 What does pallet “parameter” mean?

All dimensions and weight within a single pallet. The maximum pallet base dimensions are 120cms x 100cms, the maximum height of the pallet selected includes the pallet height as well so measure from the floor. Quarter 60cms Half 100cms and Full 200cms the maximum weight of the each pallet is 250kgs for a quarter pallet, 500kgs for a half pallet and 1000kgs for a full pallet. If there is lifting equipment at both collection and delivery addresses then for a full pallet you may go up to 1200kgs.

Q2 What happens if my goods exceed the “parameter” of a pallet?

If your goods overhang or the pallet exceed the base parameter by one way this will be an oversize pallet up to 240x100cms or 200x120cms (2 pallet spaces) if you exceed the pallet base dimensions by both ways this will also be an oversize pallet up to 240x200cms (4 pallet spaces) the maximum parameter in length that the network can accept is 300x120cms (3 pallet spaces). The maximum weight of any single pallet even if oversized is 1200kgs.

Q2a Can I send an engine or gearbox?

You can but you must order on our sister website www.ukenginedelivery.co.uk

Q3 What if collected or delivered the pallet is larger or heavier than what is ordered?

When you click the submit button you agreed to our disclaimers, terms and conditions and accept liability for any further charges applied. Failure to disclose the correct pallet size will result you being charged the correct amount and must be paid on receipt of invoice.

Q4 Can I send hazardous goods?

You can but you must order on our sister website www.ukenginedelivery.co.uk

Q5 Can I send fluids?

As a general rule if the fluids are in a sealed container and not dangerous or a toxic substance, then yes we can. It is always wise to check with us first before ordering.

Q6 Is a pallet supplied if requested?

You may ask for a Pallet or Pallet and wrap in the collection notes, there is an additional charge for this service and has to be confirmed by the collecting depot on request. If accepted a payment link will be sent for you to order. We can offer this on Economy service only. You are responsible loading the pallet.

Q7 Does my item need to be on a pallet?

Your item needs to be safely secured to a pallet prior collection unless you have requested a pallet or Pallet and Wrap.

Q8 I don’t know the weight of my goods?

If you don’t know the exact weight don’t worry as most people don’t, try to be as close to what you may think it is, try not to under or over exaggerate as this may cause your or someone else’s pallet to be missed as a result, the carrier is limited legally to what he can carry.

Q9 What is a hard standing?

Your pallet must be accessible and the driver must be able to pull or push the pallet to his tail lift to load. The surface needs to be concrete, tarmac, brickweave or slabs for example. Think to yourself “would you be able to move a pallet and its weight” on soil, loose shingle or turf?

Q10 Do your lorries come with a forklift truck?

No, if you have requested a tail lift then it will have a pallet truck (hand pump truck) on board.

Q11 What size are your lorries?

Normally 16 -18 tonne rigids with curtain sides and a (tail lift if requested). If you have restricted access and you need a smaller vehicle such as 7.5 tonne or transit size you must inform us, please note, this request may delay your collection or delivery if a vehicle is not available on that day.

Q12 When will I get confirmation of my pallet order?

Transferring data is not automated as we have to check your order before transferring to the carrier. If you order between (A)11.15am to (B)11.14am the following day you will normally receive confirmation with labels by (B)midday Monday to Friday.

Q13 Do I need to check my order when I receive confirmation?

We recommend you check your confirmation, we are all human and even we can make a mistake and please check your labels.

Q14 Do I have to have an account or a business to use your services?

No, anyone whether residential or business can use our service without an account at any time, however if you frequently send pallets and wish to open and use the business account facility you will need to submit the business enquiry form and a credit form will be sent to you to fill in for our commercial department to give authorisation and set up.

Q15 I have noticed that I have given or you have transferred some incorrect details.

If this happens please contact us as soon as possible, when you create an order you it will generate an order id, date-time-random 6 digits ie: ddmmyy-hhmm-123456, the 6 random digits will be your PAL consignment reference. Please use this number for all correspondence preferably by email to info@ukpallet.co.uk.

Q16 My card payment has been rejected or declined.

If this happens we will notify you by email the reason why and will offer to send you a merchant payment link for your attention. You may also contact us to make payment over the phone using our virtual terminal. Your order will not be processed until we receive payment confirmation.

Q17 When will my order be collected?

Anytime Monday to Friday from 08:00am to 18:00pm unless special arrangements have been agreed. There are no collections at weekends. We cannot offer timed or AM collections. Standard next day service is collected on the following day of order unless the Same Day collection is ticked and paid for, cut off time is 11:15am.

Q18 When will my order be delivered?

Any time Monday to Friday between 08.00am to 18.00pm unless AM, Timed or Saturday options have been selected and paid for.

Q19 May I contact the Carrier or their Depot?

No, only under special circumstances with permission granted by us.

Q20 Can I track my order?

Tracking is available on our homepage and available once it has been scanned in at the collection depot.

Q21 Does anyone have to be present for collection or delivery?

Yes, but if you are not going to present you must give us permission to collect or leave the goods. The carrier is only responsible for your goods whilst it is in their care. Failure to do this will result in a failed collection or failed delivery charge. If you are the recipient or 3rd party making the order, it is your responsibility to inform the sender.

Q22 Will the driver take the pallet into my property or help to offload?

The service offered is door to door on the ground floor and the driver is not obligated to help offload or take it into your property and is down to the drivers discretion.

Q23 Should I check my goods when delivered?

We recommend you do, if there is any damage you must notify the driver and do not sign the POD “proof of delivery” as received in good condition as this may invalidate any claim. You are entitled to refuse your goods, if damaged always try to take a photo and report to us asap. There are time limits to report a claim, please read our T&Cs.

Q24 How do I make a claim against damage or loss of goods?

It is important that damaged or lost goods are reported to us by 17:30 the following day of the delivery. We will send you a claim form and must be replied and within 7 days of receipt. Contact us via email info@ukpallet.co.uk and we will transfer details to the carrier. It is forbidden to contact the carrier or their insurers directly.

Q25 Are my goods insured?

Your goods are insured against loss or damage caused by the carrier at £5.00 per kilo up to a maximum £5000 per tonne / pallet. The carriers insurers may require proof of weight, cost, salvage or repair values in the event of a claim. We as a 3rd party company are not liable for any loss or damage and act as an agent for claims to be processed and regulated by the carriers insurers.

Q26 My goods are high value, can I have enhanced insurance cover?

Yes you can, the carrier offers up to £25 per kg to a maximum of £25000 per tonne / pallet. You will need to contact us before making your order as amendments cannot be made once manifested.

Q27 How long does a claim take to process?

The simple answer is “how long is a piece of string” there are a lot of insurance scams being made and the carriers insurers have seen them all, as long as you send all the information that they require truthfully and promptly enabling ease of their investigation it should be a matter of a few weeks. Delay is caused by discrepancies and fraudulent claims and may take months to settle and a rarity but may even be rejected.

Q28 I made the order and I am the recipient, how does the sender receive the labels?

We will reply to the email address given, when you receive the labels please forward them to the senders email address. If you wish for us to send the labels direct please supply their email address in the collection notes. If this is not possible then ask the sender to write the delivery address to identify and attach to the pallet.

Q29 Can I get an ETA (earliest time of arrival)?

We do not have direct contact with the driver so it makes it difficult for us to get an ETA without going through several departments so please avoid asking this unless it is essential.

Q30 How long does an economy delivery take?

An economy delivery is normally scheduled 2 working days after collection but in some remote areas and where a ferry is used this may not be possible and can take a further 1-3 days to arrive, for example Ireland 3 days, Highlands up to 5 days and may be subject to crossing and weather conditions.

Q31 Is my pallet “guaranteed” to be collected or delivered on time?

The carriers aim it to reach it’s target to deliver and collect as requested but cannot control traffic, congestion, accidents, breakdowns, roadworks, weather, loading and off loading conditions, also legal driver man hours are just a few things that can go wrong but under normal circumstances running smoothly they do attempt to guarantee your request.

Q32 Will I be contacted before collection or delivery?

Drivers are not obligated to make contact before collection or delivery but for example, they may try if you live in a remote area. They also don’t want a wasted journey that could cost valuable time and money and may request aborting if there is no answer, therefore it is essential that we are given correct telephone numbers and also to avoid attempted or re-collection / delivery charges. If you are not going to be there contact us in good time to relay the message. If it’s loaded it takes up space for another pallet that could be collected or delivered.

Q33 I will need to be contacted before collection or delivery as I won’t be there and cannot leave the pallet safely outside or with a neighbour.

Add this request in the collection or delivery notes and please state how long you need the call prior to collection or delivery. Please note this may delay collection or delivery if contact has not been made. It is essential we are given the correct contact details.

Q34 What does “Book in” mean for a delivery?

The depot (not the driver en-route) will call to confirm and discuss when the recipient requires delivery prior to the pallet being loaded. Please note: this may delay the delivery if contact has not been made. We cannot offer this service for next day orders.

Q35 Can I make an order over the phone?

We do not encourage this as it takes at least 20 minutes to relay and edit the form and we will only do it under exceptional circumstances. Please avoid this service in the mornings whilst we are inputting online orders to the carrier.

Q36 What can I do if I don’t want to make an online payment?

You may contact us by phone where we can take your card details if you wish and use our virtual terminal.

Q37 I need to chat or talk to someone.

We have a live online chat during office hours which is always manned and will answer as soon as we can. If your enquiry is not urgent and you wish to talk to one of our staff we encourage you to call us in the afternoons after 13.30.

Q38 Can I cancel my order?

You may cancel your order anytime but there are 3 stages for any surcharge that may apply

1a Cancel before we have manifested, no charge

2a Cancel after we have manifested and sent you confirmation, 10% admin charge

3a Cancel after the carrier has left the depot to collect, 10% plus carriers collection charge

Q39 I am third party making the order.

It is essential that you contact the sender and confirm you have been given the correct pallet dimensions and weight, confirm the item/s is secured to a pallet and ensure someone will be in for the collection. You will need to contact the recipient and confirm that someone will be available to sign for the consignment. If you have been given incorrect details and the pallet exceeds the parameters or attempted collection or delivery is made you are liable for any further charges.

Q40 I am the Recipient making the order.

It is essential that you contact the sender and confirm you have been given the correct pallet dimensions and weight, confirm the item/s is secured to a pallet and ensure someone will be in for the collection.

Q41 What are your office hours?

We are open from 8.30 to 13.00 and 13.30 to 17.00 Monday to Friday.

Q42 Cancellations and Refund Policy

Please note that any refund offered will always be returned to the card that was used to make the initial payment.

Cancellation notified to us via email by 17:00hrs, the working day prior to collection.

If you no longer require the pallet collection and delivery service and need to cancel, a refund will be offered minus our 10% administration charge if you advise us via email by 17:00hrs the night before collection is due.

Cancellation notified to us via email after 17:00hrs the working day before collection.

If we are notified of cancellation after 17:00hrs the night before collection is due, then the refund you receive will be minus the collection charge for your area, and a 10% administration charge.

Items Damaged or Lost

Please kindly note that no refund can be offered in the unfortunate circumstance that any goods are damaged or lost. In this instance the RHA conditions must be followed in order to initiate a claim with our carriers, and we are not able to refund you for the collection or delivery service.

Utilising your pallets is going to save your company time and money – fact! However, there is much more to the logistics of pallet delivery than may initially meet the eye, especially for smaller business who may not have the luxury of a staff member dedicated solely to logistics.

This short guide therefore will set out to answer some of the most frequently asked questions regarding the different types of services that are available for transporting pallets. By selecting the correct one, you can stand to make significant financial savings, as well as ensuring your outward shipping operates as smoothly and efficiently as possible.

My logistics company has offered a full load service – what is this and is it worth it?

The “load” in the name of this service refers, basically, to the goods or products that you want to transport. Therefore, a full load refers to a truck or lorry that will be loaded with just your product. On the one hand, it means you get a dedicated truck so if you have a lot of pallets to transport this may be of benefit to you.

On the other hand, you will need to cover costs of the entire truck – therefore if you don’t have enough packed pallets to maximise every square inch of that vehicle, you may be best looking for something else.

I don’t think I have product for an entire truck – is there an alternative?
Yes there is, and it is called a Partial Load Service. As the name implies, you will be booking to use a certain portion of the truck instead of the entire cargo space – perfect for smaller deliveries or for breaking up a large shipment over several trucks.

The downside is that without a dedicated vehicle, the collection window may well be dictated by the other collections the vehicle may have to complete. A degree of flexibility on your part is therefore required.

What about a single pallet?
In this instance, you may be better placed looking for a pallet courier, rather than a full-blown logistics company. A courier operates more like a parcel delivery service does, and is better set up to handle transport of just the odd one or two pallets.

What is a Distribution Network?
If you are looking to keep your delivery costs to the bare minimum, it could be a good idea to look into a logistics company that utilises a distribution network. As opposed to a direct delivery, with this option your pallets will be taken to, and unloaded at a central location. They will be held there until they can be loaded onto a vehicle passing close to the ultimate delivery address.

This means that pallets from different consignors are pooled together to ultimately share the cost of transport, keeping the price down for everyone. This does mean however that more time will pass between collection and delivery than with a dedicated transport. Therefore, if your customer has requested a quick delivery, or if your product is perishable or otherwise time sensitive, then this may not be the best option for you.

Utilising your pallets is going to save your company time and money – fact! However, there is much more to the logistics of pallet delivery than may initially meet the eye, especially for smaller business who may not have the luxury of a staff member dedicated solely to logistics.

This short guide therefore will set out to answer some of the most frequently asked questions regarding the different types of services that are available for transporting pallets. By selecting the correct one, you can stand to make significant financial savings, as well as ensuring your outward shipping operates as smoothly and efficiently as possible.

My logistics company has offered a full load service – what is this and is it worth it?

The “load” in the name of this service refers, basically, to the goods or products that you want to transport. Therefore, a full load refers to a truck or lorry that will be loaded with just your product. On the one hand, it means you get a dedicated truck so if you have a lot of pallets to transport this may be of benefit to you.

On the other hand, you will need to cover costs of the entire truck – therefore if you don’t have enough packed pallets to maximise every square inch of that vehicle, you may be best looking for something else.

I don’t think I have product for an entire truck – is there an alternative?
Yes there is, and it is called a Partial Load Service. As the name implies, you will be booking to use a certain portion of the truck instead of the entire cargo space – perfect for smaller deliveries or for breaking up a large shipment over several trucks.

The downside is that without a dedicated vehicle, the collection window may well be dictated by the other collections the vehicle may have to complete. A degree of flexibility on your part is therefore required.

What about a single pallet?
In this instance, you may be better placed looking for a pallet courier, rather than a full-blown logistics company. A courier operates more like a parcel delivery service does, and is better set up to handle transport of just the odd one or two pallets.

What is a Distribution Network?
If you are looking to keep your delivery costs to the bare minimum, it could be a good idea to look into a logistics company that utilises a distribution network. As opposed to a direct delivery, with this option your pallets will be taken to, and unloaded at a central location. They will be held there until they can be loaded onto a vehicle passing close to the ultimate delivery address.

This means that pallets from different consignors are pooled together to ultimately share the cost of transport, keeping the price down for everyone. This does mean however that more time will pass between collection and delivery than with a dedicated transport. Therefore, if your customer has requested a quick delivery, or if your product is perishable or otherwise time sensitive, then this may not be the best option for you.

Can you provide tracking information?
A.
Yes, we can. Once the pallet is collected and back at the collecting depot, the pallet will have a barcoded label put on it. Once the label has been scanned you will receive an email with the tracking number. You can either click on the link within that email or if you log into your account, you will see the tracking number quoted next to your order number. Until this point your order status will read order processing but once the pallet is in transit this will update.

Can you provide tracking information?
A.
Yes, we can. Once the pallet is collected and back at the collecting depot, the pallet will have a barcoded label put on it. Once the label has been scanned you will receive an email with the tracking number. You can either click on the link within that email or if you log into your account, you will see the tracking number quoted next to your order number. Until this point your order status will read order processing but once the pallet is in transit this will update.

Whilst the goods are on the pallet and in transit with National Pallets the delivery will be insured in accordance with our terms and conditions of carriage. The limit of liability is restricted to a maximum of £1.30 per kilo for freight collecting and delivering within the UK or up to £8.00 per kilo for freight being exported or imported from or into the UK. We do recommend customers purchase either our additional or extended insurance if the quoted rates are not sufficient.

Do you deliver to Amazon?
A.
Yes we do! Please visit this link for more information in how to send pallets into Amazon.

What’s considered heavy?
Any parcel weighing over 23 kg is classified as a heavy shipment by the official regulators. However, that doesn’t necessarily mean it will need to go on a pallet. Shipments under 70 kg can usually travel without one, although this varies depending on the region.

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What’s considered large?
While there is no official classification for large goods, anything that needs to go on a pallet is usually placed in this category.

Large shipments may incur an Exceed Dimensions fee depending on the service you choose. For Economy or Domestic services, this applies to shipments larger than 2.4 x 1.2 x 1.8 m. For Express Services, it’s 1.2 x 1.2 x 1.5 m.

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What’s considered oversized?
Any single item heavier than 500 kg or too large to be palletised will require a unique solution designed by our team of specialists. E.g. Tail-lifted goods, industrial equipment.

Q What is a pallet?
A A pallet is a flat, transportable structure made from wood or plastic, designed to support a variety of goods with stability whilst in transit and being lifted or moved. Goods must be placed on top of the pallet and be protected and secured by straps or shrink-wrap plastic film. The pallet will need to be supported with blocks underneath in order to allow forklift access. Usually known as a “Four-way pallet” or “Euro pallet”.

Q Is it necessary to have the goods on a pallet ready for transportation?
A A pallet is absolutely essential in order to use the ETS Online service. It is entirely the customer’s responsibility to ensure that the goods are packed safely and securely to the pallet before transit. The pallet must be fit for purpose and at least 14cm (5.5ins) high, when a pallet truck and tail-lift combintation are required for the loading and/or unloading of the pallet.
Q How do I acquire a pallet?
A Check with local businesses or property owners for a surplus or redundant pallet, quite often pallets in good condition are awaiting disposal near skips etc. Contact details of local pallet suppliers can be found on the Internet.
Q Will ETS supply an empty pallet
A Once Delivery Service and Pallet Details have been quoted an empty pallet can be requested at the prompt on the Quote page. A nominal charge is made for this service and requires at least 1 full working days prior notice. The pallet will be presented at the collection address by the collection vehicle, the customer will then be allowed a maximum of 10 minutes to ensure that the goods are packed onto the pallet and loaded onto the collection vehicle. The customer will incur additional charges for a delay caused by the palletised goods not being loaded within 10 minutes of the vehicle arriving at the collection address.

Related topics:
Pallets
Packaging
Giant pallets and tail-lifts

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Tail-lift
Q Can I select a giant pallet or a mini giant pallet with a tail-lift for a collection and/or delivery?
A A tail-lift service is not available for giant pallets or mini giant pallets. This is in the interests of safety, because tail-lift platforms are not large enough for drivers to manoeuvre giant pallets and pallet truck. You can select tail-lift service for all other pallet sizes except giant and mini giant and providing goods do not overhang the other size pallets.
Q What is a tail-lift?
A A tail-lift is a mechanism attached to the rear of some of our collection and delivery vehicles. The tail-lift comprises of a platform that raises and lowers from the level of the vehicle deck through to ground level. The maximum weight that can be lifted by a tail-lift is 950Kgs.

Each Tail-lift vehicle is equipped with a wheeled pallet truck with extended legs. The legs fit in between and underneath a pallet and the legs can be hydraulically raised or lowered slightly in order to lift a pallet from its resting-place. The ETS driver operates the Pallet truck to manoeuvre a pallet on to the tail lift. When a tail-lift option is selected the customer must ensure that the goods are on a pallet base, which is accessible for a pallet truck from all four sides. The pallet base can not exceed 100cms wide by 120cms long. Usually know as a “Four-way pallet”. (The goods on the pallet can not project over any edge of the pallet).
In the interest of the safety and well being of everyone, whilst the ETS driver is operating the Pallet truck and Tail-lift, the customer must ensure that others simply observe the transfer of the goods from a safe distance.
To take advantage of this complimentary service the customer will need to have a flat and level concrete or tarmac surface at the respective collection or delivery address.
Q Under what circumstances would I require a tailift?
A When approved Mechanical Handling Equipment (MHE), such as a forklift, and a certified operator is not available, certified or approved to safely load and transfer the pallet between the goods holding area, at either the collection or delivery address and an ETS vehicle.
The MHE will need to transfer a pallet between the ground level and minimum platform height of 1,500cms of the ETS vehicle. In addition the MHE must be capable of manoeuvring and transferring the pallet at the sides and rear of an ETS Vehicle.

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Packaging
Q How do I appropriately package an item ready for collection and transport?
A Packing an item correctly is vital to ensure its safety in transit between collection and delivery points. For example individually wrapping fragile items with cardboard or bubble wrap. It is the customer’s responsibility to ensure that the goods and items are adequately packaged onto a pallet in readiness for collection by ETS. It is also important that mechanical equipment has been drained of oil and lubricants to ensure the health and safety of anyone involved in the loading and unloading of the equipment.
In order to ensure that your shipment arrives at the delivery point in good condition, it is always advisable to secure a 3-dimensional cardboard cone in a central position on top of the pallet. The cone should be at least 30cms high and 30cms wide with the words “FRAGILE” boldly and brightly displayed. This is in order to avoid heavy items being inadvertently placed on top of your goods.
An inexpensive, three-dimensional cone can be a great help and suppliers can be located on the Internet. Alternatively, it is possibly to create a pyramid shaped cone from a rectangle cardboard box, carefully using scissors and parcel tape.
Click here for further packaging details

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Dimensions/Weights
Q What happens if I get the pallet size or weight wrong?
A It is important to ensure that the pallet you ship does not exceed the pallet weight or pallet dimensions that you have ordered (see table below), otherwise you may incur a collection or delivery delay and an extra charge.
Q What is the maximum size and weight of an item that you will transport?
A The maximum size item that ETS can transport is a Giant Pallet which is 190cm high, 220cm wide and 120cm long. The maximum weight cannot be more than 950kg (including the pallet).
The table below shows the maximum specifications for each of the pallet sizes we currently offer. If your palletised consignment exceeds any one of the 4 dimensions you must select the next largest pallet size.

Are you able to deliver to Amazon Fulfilment Centres?

As a preferred supplier of palletised transport to Amazon, we are specialists at delivering freight into these locations. As with RDCs we make consolidated deliveries meaning there is no risk of fines from missed delivery slots. To discuss your requirements further contact our sales team and look at the Amazon section in our Terms and Conditions.

How do I get a quote from your sales team?

To discuss any freight requirement contact our sales team.

How do I amend a shipment?

Once a booking has been accepted via the portal it is locked to ensure that we are aware of any amendments. If you need to change any details of your order these should be made in writing to traffic@angliafreight.co.uk with the job number clearly referenced. The cut off for amendments is 1600hrs on the day of collection, after this whilst they can still be requested we are unable to guarantee any changes.

How do I book a job with Anglia Freight?

Once you have opened an account with us you will receive instructions allowing you to access and use our Freight Portal. Further information is available here, alternatively, contact our Business Support team.

What is kerb-side delivery?

Anglia Freight commit to delivering your goods to a safe point as close to your premises as possible. We are unable to undertake extra movement of goods such as down driveways and into premises without prior written agreement, there will be an additional charge for such services.

FAQs
How do I pack my goods for an Amazon delivery?

Goods to be delivered into Amazon have to be packed in a certain way to allow the Fulfilment Centre to process them efficiently. The result of this is that there are a few extra requirements on the height, weight and labelling of the pallets. The Amazon Freight Presentation section of our Terms and Conditions holds all the extra information required, in addition please contact our Commercial Team who will be pleased to answer any specific questions.

I have a stand trailer on site how should it be loaded?

A stand trailer is a trailer that is left on a customer’s premises for them to load as the goods become avalaible. We will then arrange to swap the full trailer for an empty one daily. This is different to ‘live loading’ where a vehicle arrives and the freight is loaded while it waits. Stand trailers are provided for high voulme customers and can be swapped out numerous times each day. The safe loading of stand trailers is very important and must be completed to HSE standards. For more inforamtion please contact the Commercial Team.

My POD has RDC on it what does this mean?

RDC stands for Regional Distribution Centre which is a large warehouse for one or more companies. Such locations have many deliveries every day and can be challenging points to get freight into. To make this process easier we have many agreements that allow freight to be delivered in a consolidated manner including by leaving of a trailer on site. When this happens the portal’s electronic signature will show RDC confirming that the freight has arrived on site. Once completed the POD will appear too.

At the delivery point parked cars make impossible to stop safely what happens next?

Unfortunately, we are unable to stop anywhere that is unsafe or illegal. Where parking is taken up or access is blocked we will try our best to make your delivery. If it is impossible to do this safely we will contact you to ask for further instructions. Where it is impossible to stop safely we reserve the right to return the goods to our depot and redeliver with the cost of this being directed to the customer. In these situations, it is the professional opinion of the driver on-site that determines whether a delivery can be made safely or not.

Why do you need names and contact telephone numbers for the collection and delivery points?

Delivery and collection points not knowing a delivery is coming is common in our industry. To ensure we can quickly and easily contact the correct person we require a named individual with a direct dial number.

I require a tail lift collection / delivery what could affect this?

The majority of our vehicles are fitted with tail lifts and pallet trucks meaning that we can deliver goods to locations with no forklift. Pallet must be no more than 1.5 x 1.2 x 2.2m weighing 1000kg or less. Such deliveries can only be made on flat, firm surfaces to ensure the safety of the driver. Where a small vehicle is required (7.5 tonne) tail lift deliveries are restricted to 750kg or less. Contact our Commercial Team for more information.

I am unable to package my goods on a pallet can you still ship them for me?

We can move goods that are not palletised preferably by collecting them and palletising them ourselves. Provision of pallet and wrap can be requested when booking on our portal.

There is no one to accept the goods at the delivery point, can they still be left?

We are able to leave goods at delivery points without a signature where the sender has confirmed in writing that it is ok to do so.

Access to the delivery point is blocked what happens now?

We will always do our utmost to deliver your freight but there are instances when this is not possible. Where roads are closed or no access available we reserve the right to return the goods to our depot and redeliver on another occasion. Where Anglia Freight is not at fault for the delivery failing there will be a charge for the redelivery.

The collection / delivery point doesn’t have a fork lift can you still move my goods?

The majority of our vehicles are fitted with tail lifts and pallet trucks meaning that we can deliver goods to locations with no forklift. Pallet must be no more than 1.5 x 1.2 x 2.2m weighing 1000kg or less. Such deliveries can only be made on flat, firm surfaces to ensure the safety of the driver.

What happens to the packaging that my goods come with e.g. shrink wrap and pallet?

All goods and packaging is the property of the consignee (person accepting delivery) and as such will be left with them. For a fee we are able to remove pallets and packaging but this must be agreed in writing prior to collection.

Do you deliver on Saturday, Sundays and Bank Holidays?

We are able to deliver on any day at any time. Anything outside of Monday to Friday 0900 to 1700hrs will be charged separately and must be agreed in writing prior to collection.

I want to pay via credit card or Bank transfer, is this possible?

We accept all major credit and debit cards along with bank transfers. Please note all funds will need to be cleared in our account before shipment can commence.

Do I have to label my freight before collection?

All freight must be labelled before being loaded onto one of our vehicles. Labels can be printed from our freight portal. For customers despatching numerous pallets on a daily basis we can provide and install a label printer, for more details contact sales.

How should I package my freight so it stays safe during transit?

Ensuring freight is secured tightly to the pallet and wrapped appropriately is essential to ensuring a safe hassle free journey. We are always on hand to advise on best practice and will contact you immediately if we consider that something may cause a problem.

For more advice see the freight presentation section of our terms and conditions.

I want to import goods into the UK from outside of the EC can you help?

Importing not only involves the movement of the goods but also clearing them through customs. With multiple organisations, this can be challenging and confusing. To remove all the doubt and worry talk directly to our sales team who can take on the full import or specific elements as required.

I need to store my goods for a period of time, is this something that you can do?

Storage is one of our many services and our sales team would be pleased to talk to you about this. Short term or long our racked warehouse can cater for many needs.

How long is my quote valid for?

All quotes are valid for one calendar month from the date of issue.

The delivery must be signed for on my own paperwork, can this be done?

Yes we can. Once the job is booked, but prior to collection, create a PDF titled with the Anglia Freight job reference and send it to paperwork@angliafreight.co.uk. Copies of the signed POD will be made available through the booking portal.

How do I access my Proof of Delivery (POD)?

All PODs (Proof of Delivery) can be accessed (for viewing and printing) through the Jobs List on our booking portal.

I have a shipment that has unique collection and delivery instructions how do I communicate these to you?

Any collection and delivery requirements must be entered into the relevant notes section when booking the job on the portal. For any questions contact our Business Support team.

I want additional insurance for my goods can you provide this?

Yes, all UK shipments can have their insurance up levelled to £10 per tonne. Additionally, one off bespoke insurance premiums can be booked, contact our sales team on 01379 872872 and select option 1, for more information.

What level of insurance are my goods covered by?

Anglia Freight operate under Road Haulage Association (RHA), CMR and British International Freight Association (BIFA) terms and conditions.

Under these terms all UK freight is covered as standard to a maximum of £1300 per tonne, European freight to a maximum of 8.33 SDRs per tonne and International freight to 2 SDRS per tonne.

When will my freight be delivered?

Next day freight will be collected on day 1 and delivered on day 2 this is an A level service.

48 hour freight will be collected on day 1 and delivered on either day 2 or 3, this is a B level service.

72hr hour freight will be collected on day 1 and delivered on either day 2, 3 or 4, this is a C level service.

Same day shipments can also be requested and will be confirmed in writing prior to collection.

Please refer to our delivery section in our Terms and Conditions.

Where can I find a list of contacts?

A list of contacts can be found on our contact page.

Alternatively, call us on 01379 872872.

Do Anglia Freight offer any ‘special’ services?

Anglia Freight offers a range of standard additional services such as timed deliveries and handball offloading which can be booked through our portal. In addition, we can accommodate those unique one-off requirements which will always be confirmed in writing. To discuss any needs further please contact our sales team.

Can you deliver freight out of the UK?

We can collect and deliver freight worldwide. For information on our services please use the links: UK shipments, European shipments, International shipments.

Which size of vehicle is suitable for my delivery?

Your goods are most likely to be delivered on an 18 tonne rigid vehicle fitted with a tail lift and on occasion’s access permitting an artic. Where the delivery point has narrow approach roads a smaller 7.5 tonne vehicle can be requested for an additional charge.

Can I track my freight?

Tracking is available through our portal for all freight, contact Business Support for further information.

How do I open a credit account?

Fill in the form to open a credit account with Anglia Freight. Once your form has been submitted we will process your application and revert within 24 hours.

My freight is hazardous what must I do to make you aware of this?

When carrying hazardous goods we have a legal requirement to hold specific information pertaining to the goods. This information is the UN number, Hazardous Class, Packing Group and an emergency contact number. This information must be entered when booking every shipment. Please note it is the responsibility of the consignor and not the haulier to ensure that this information is correct. Any liability resulting from incorrect information, therefore, lies with the consignor.

What happens if my pallet is oversized?

One pallet space is 1.2m long, 1.2m wide and 2.2m tall. We are able to ship goods of multiple shipments, to do this we need to know how many pallet spaces your goods will take up. A pallet 2.4 x 1.5 x 1.8m will take up two spaces in length and 2 with its width (whilst it only infringes on the second width space this is still chargeable as 2 full spaces). As a result this would be booked as 1 pallet (quantity) and 4 spaces (volume). Refer to our Booking Instructions for more information.

I have an invoice query, who do I contact?

All invoice queries should be directed to our Business Support team.

Deliveries to/from Germany
We specialise in freight to/from Germany offering a very different service. You can promise delivery to your German customers by using us with complete confidence as you are working with the people who control the transport, not a middle man.

By dealing direct with a specialist you can be sure that you are paying a competitive rate.

exact-red-arrow Do you have 1-3 pallets to deliver or collect in Germany?
We run our own vehicles daily to Germany so we manage the whole job from the moment we pick up, through trucking to Germany and final delivery through our CTL network. We have invested in this German network as shareholders along with over 200 other German hauliers all sharing common quality standards and procedures. We offer complete visibility as your pallet is tracked at every stage of its journey.

For exporters to Germany we offer:

Daily departures to all destinations
12 noon cut off for collection same day throughout UK
Reliable service through established network
Low minimum charge – starting at around £40 for a ¼ pallet
No capacity restriction
Consistent transit times throughout the whole of Germany
Track & Trace – visibility throughout pallet journey
3-4 day transit time
For importers we offer:

Daily arrivals from all destinations
Collection on your behalf anywhere in Germany
You have control over the transport
Transparency of cost.
exact-red-arrow Do you have 3+ pallets to deliver or collect in Germany?
If you have larger consignments then a direct delivery offers you cost-savings and means less handling. We work with carefully selected haulier partners throughout Germany, usually family businesses like ourselves, to tailor make solutions for larger loads.

Does your customer need a timed delivery? No problem, we will work with a partner close to the delivery point so you can be confident of meeting your deadline. Do you need to deliver by tail lift? We can arrange transhipment locally onto a smaller vehicle.

You can be confident that your freight is in safe hands with track & trace visibility via our online system straight to your desktop

Standard pallet size:

Base 1000mm x 1200mm (1m x 1.2m or 40” x 48”)
Heights: goods must not exceed the following heights or weights:

Full Pallet

Maximum Height: 2000mm
Maximum Weight: 1000kg

Half Pallet

Maximum Height: 1000mm
Maximum Weight: 500kg

Quarter Pallet

Maximum Height: 500mm
Maximum Weight: 250k