Frequently asked questions

Collections

• My parcel has not been collected, what can I do?

• What is the cut off time for booking in a collection?

• How do I cancel my collection?

• Can I rearrange my collection?

• Can I have multiple packages collected?

• Do you offer weekend collections?

• Can you collect my package today?

• What time will my package be collected?

• Can I arrange for it to be collected from someone else?

• Will you collect my parcel?

• What is a hybrid courier?

Drop Off Services

• Where is the nearest package drop off point?

• Do you have a drop off service?

Delivery

• Can I ship large or heavy packages?

• Do you offer door to door delivery?

• What is an expedited shipping service?

• How do I track my parcel delivery?

• What time will my item be delivered?

• How long will it take for my package to be delivered?

• My package is lost- what should I do now?

• Do you offer cheap international shipping services?

• What should I do if my package is late?

• What happens if my item arrives damaged?

• My item is being returned what do I need to do?

• Can my item be delivered on the weekend or Bank Holidays?

Pricing and Booking

• What cheap shipping service can I book?

• How do I get a shipping quote?

• How much does it cost to ship a package to...?

• Is Parcel Monkey free?

• How is Parcel Monkey so cheap?

• I do not know the weight or dimensions of the package- can I book?

• What is volumetric weight?

• What are the size restrictions for shipping my package?

• Why can I not get a shipping price for my destination?

• What payment methods can I use to place an order?

• Can I add protection cover to my order?

• What can I send using your package delivery services?

• Are your services suitable to ship my eBay items?

• What are Parcel Monkey Secret Deals?

• Why am I being asked to verify my identity?

• I am a small business, can I make use of your cheap shipping?

• Can I save addresses?

General Enquires

• What is a courier partner?

• Why do I have two shipping labels?

• When should I escalate a conversation with support?

• Can I ship auto parts via a courier?

• Do you offer business shipping rates?

• I have forgotten my password, can you help?

• How do I report a problem?

• Do you have a courier for exercise equipment?

• Can I send clothes via courier?

• Do Parcel Monkey have a contact phone number?

• Can I send to a PO Box address?

• Can I send toys via a courier?

• Is it possible to ship a tent using your courier services?

• Can I ship a wedding dress?

• Can I use Parcel Monkey for shipping vinyl records?

Customs

Common questions about Customs Clearance

• How do I fill out a customs form for international shipping?

• What is an EORI number?

• How do I attach my customs documents?

• Will my package be subject to customs charges?

• What is DDU and what is DDP?

• My tracking says there is a customs issue? What should I do?

• Who has to pay the customs duty and how?

• How much is UK import tax?

• Why can’t I return a parcel to Amazon?

Documents

• When will my label be available?

• What documents do you need to attach for shipping within the EU?

• What documents are needed to ship outside of the EU?

• How do I get my shipping label for my package?

Packaging

• Do you offer a packaging service?

• How should I package my parcel?

• How is my package handled during shipping?

Pay Later

Common questions about pay later services

• How long does UPS Worldwide Saver® take?

• Can I drop off my UPS Worldwide Expedited® package?

• What’s the difference between UPS Worldwide Expedited® and UPS Express Saver® services?

• How do I get a discount on UPS Worldwide Expedited® shipping?

• How long does UPS Next Day Air® take?

• What are the weight and size limits for UPS Next Day Air® shipping?

• Will my UPS Next Day Air® package be tracked?

• Is UPS Next Day Air® delivery guaranteed?

• Can I drop off my UPS Next Day Air® package?

• How do I get a discount on UPS Next Day Air®?

• How long does UPS Next Day Air Saver® shipping take?

• What are the weight and size limits for UPS Next Day Air Saver®?

• Will my UPS Next Day Air Saver® package be tracked?

• Is UPS Next Day Air Saver® delivery guaranteed?

• Is UPS Worldwide Expedited® delivery guaranteed?

• Will my UPS Worldwide Expedited® package be tracked?

• What are the weight and size limits for UPS Worldwide Saver®?

• Will my UPS Worldwide Express Saver® package be tracked?

• Is UPS Worldwide Express Saver® delivery guaranteed?

• How do I get a discount on UPS Worldwide Express Saver® shipping?

• How long does UPS Worldwide Express® take?

• What are the weight and size limits for UPS Worldwide Express® shipping?

• Can I drop off my UPS Worldwide Express Saver® package?

• Will my UPS Worldwide Express® package be tracked?

• Is UPS Worldwide Express® delivery guaranteed?

• Can I drop off my UPS Worldwide Express® package?

• How do I get a discount on UPS Worldwide Express® shipping?

• How long does UPS Worldwide Expedited® shipping take?

• What are the weight and size limits for UPS Worldwide Expedited® shipping?

• Can I drop off my UPS Next Day Air Saver® package?

• How long does UPS 2nd Day Air® take?

• How do I get a discount on UPS 3 Day Select® shipping?

• How do I get a discount on UPS Next Day Air Saver® shipping?

• What are the weight and size limits for UPS Ground service?

• Does UPS Ground service deliver on Saturday?

• How long does UPS Ground service take?

• How long does UPS 3 Day Select® shipping take?

• What are the weight and size limits for UPS 3 Day Select®?

• Can I drop off my UPS 2nd Day Air® package?

• Will my UPS 3 Day Select® package be tracked?

• How do I get a discount on UPS 2nd Day Air® shipping?

• Is UPS 2nd Day Air® delivery guaranteed?

• Will my UPS 2nd Day Air® package be tracked?

• What are the weight and size limits for UPS 2nd Day Air® shipping?

• Is UPS 3 Day Select® delivery guaranteed?

• Can I drop off my UPS 3 Day Select® package?