Smart Courier Parcel Delivery

Frequently Answered Questions (F.A.Q.)

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 go through an interview procedure, this can take up 2 weeks and you will be notified of the out come.

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 and so you can start again.

Q. Can you deliver the parcel without a signature at the other end and leave in the garage?
All parcels delivered must have a signature, this is mostly for your protect and insurance purposes. Please note we are unable to deliver to a PO Box.

Q. Can I have a timed collection?
Unfortunately not, but you can specify a ready time when booking and the collection time will be in between the ready time and 6:00pm, if it has not been collected please contact us.

Q. My parcel has not been collected on time, what compensation do I get?
Our couriers do not guarantee the collections so we are unable to issue compensation for the shipment.

Q. Why is there no information available online for my shipment?
Your item information can take up to 3hrs 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 compensation do I get if my parcel has not been delivered on time with a guaranteed service?
If it has not been delivered on time and was not a prohibited item then we will issue a full refund.

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

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.