Frequently Asked Questions

We offer a comprehensive range of shipping services to meet diverse needs:

• Express Delivery: Next-day and 2-day delivery options for urgent shipments
• Standard Delivery: Cost-effective shipping with 3-5 business day delivery
• Freight Services: For oversized, heavy, or palletized shipments
• International Shipping: Air and sea freight to 150+ countries
• Same-Day Delivery: Available in select metropolitan areas
• Specialized Services: Temperature-controlled, hazardous materials, and high-value shipments

You can compare services and get instant quotes on our Services page.

Our standard delivery hours are Monday to Friday, 8:00 AM to 8:00 PM local time. However, we offer flexible delivery options:

• Extended Hours: Evening deliveries until 10:00 PM in selected areas
• Weekend Delivery: Available for an additional fee (Saturday 9:00 AM - 5:00 PM)
• Specific Time Windows: You can request 2-hour delivery windows (e.g., 10 AM - 12 PM) for an additional charge
• Business Hours Only: Option to deliver only during standard business hours (9 AM - 5 PM)

During checkout, you can select your preferred delivery option. For urgent adjustments to existing shipments, contact our customer service team.

Our package limits vary by service type:

• Express & Standard Parcel: Maximum weight 70kg (154 lbs), maximum dimensions 270cm length + girth
• Freight Services: No practical weight limit; specialized handling for items over 500kg
• Oversized Items: We can accommodate items up to 3 meters in length with advance notice
• Palletized Shipments: Standard pallet size 120cm x 100cm, maximum height 220cm

For items exceeding standard limits, please contact our customer service team at least 48 hours before shipping for special arrangements. Additional charges may apply for oversized or overweight items.

Yes, we offer comprehensive packaging services at all our locations:

• Basic Packaging: Standard boxes, bubble wrap, and packing materials available for purchase
• Professional Packaging: Our staff can professionally pack your items for a fee (starting at £15)
• Specialized Packaging: Custom packaging solutions for fragile, high-value, or irregularly shaped items
• Climate-Controlled Packaging: For temperature-sensitive items (pharmaceuticals, food, etc.)
• Free Packaging Guide: Download our packaging guide PDF for best practices

Proper packaging is essential for safe delivery. Items not adequately packed may be subject to repackaging fees or may not be accepted for shipment.

You can track your shipment through multiple channels:

• Online Tracking: Visit our Track Shipment page and enter your tracking number
• Mobile App: Download our mobile app from the App Store or Google Play for real-time tracking
• Email Updates: Opt-in for automatic email updates at every major milestone
• SMS Notifications: Receive text message updates on your mobile phone
• Customer Portal: Log in to your account to view all your shipments in one place
• Phone: Call our automated tracking line at +44 123 456 7891 (enter tracking number when prompted)

Tracking numbers are provided at the time of shipment and in your confirmation email. Our tracking updates every 5-15 minutes while the shipment is in transit.

Our tracking system updates at different intervals depending on the shipment stage:

• In Transit: Updates every 5-15 minutes for domestic shipments, every 30 minutes for international
• At Facilities: Scanned upon arrival and departure from our distribution centers
• Out for Delivery: Real-time GPS tracking with location updates every 2-5 minutes
• Delivery Exception: Immediate notification if there's an issue with delivery
• Delivered: Instant notification with timestamp and recipient name (if provided)

For time-sensitive shipments, we offer premium tracking with more frequent updates. Contact customer service to upgrade your tracking service.

"Out for delivery" means your package has been loaded onto a delivery vehicle and is on its way to the delivery address. Here's what to expect:

• Standard Delivery: Typically occurs between 8:00 AM and 8:00 PM local time
• Express Delivery: Usually delivered by 10:30 AM, 12:00 PM, or end of day, depending on service selected
• Estimated Time: Our tracking system provides an estimated delivery window (e.g., 2:00 PM - 4:00 PM)
• Real-Time Tracking: For premium services, you can see the driver's live location on a map
• Delivery Attempts: We make up to 3 delivery attempts on consecutive business days

If you need to change the delivery time or address after it's "out for delivery," contact our customer service immediately. We may be able to intercept the driver with special instructions.

Yes, in most cases you can change the delivery address, but conditions and fees apply:

• Before Dispatch: Address changes are free if made before the package leaves the origin facility
• In Transit: Address changes incur a £15-£35 fee depending on how far the package has traveled
• Out for Delivery: Address changes may not be possible; attempted interception incurs a £45 fee
• International Shipments: Address changes may require customs reprocessing with additional fees
• Restrictions: Cannot redirect to a different country; PO Box changes have limitations

To request an address change, contact our customer service with your tracking number and the new delivery address. The sooner you make the request, the more likely we can accommodate it without significant delay.

We accept a wide range of payment methods for your convenience:

• Credit/Debit Cards: Visa, MasterCard, American Express, Discover
• Digital Wallets: Apple Pay, Google Pay, PayPal
• Bank Transfer: Direct bank transfer (BACS) for corporate accounts
• Company Accounts: Monthly invoicing for qualified business customers
• Cash: Accepted at our service centers for in-person shipments
• For government and educational institutions with established credit

All online payments are processed through our secure payment gateway with 256-bit encryption. We never store your full credit card information on our servers.

Charging timing depends on your payment method and account type:

• Credit/Debit Card Online: Charged immediately when you create the shipment
• PayPal/Apple Pay/Google Pay: Charged immediately upon shipment creation
• Corporate Accounts: Invoiced monthly with payment due within 30 days of invoice date
• Cash on Delivery (COD): Recipient pays upon delivery; we remit to shipper minus fees within 14 business days
• International Shipments: Duties and taxes are either prepaid or collected upon delivery, depending on service selected

If you need to cancel a shipment, refunds are processed within 5-10 business days to the original payment method, depending on your bank's processing time.

Yes, we offer several discount programs for frequent shippers:

• Volume-Based Discounts: Automatic discounts when you reach monthly shipping thresholds
• Corporate Account Program: Custom pricing for businesses shipping 50+ packages monthly
• Industry-Specific Programs: Special rates for e-commerce, healthcare, and manufacturing sectors
• Loyalty Program: Earn points for every shipment that can be redeemed for shipping credits
• Annual Contracts: Guaranteed rates for businesses committing to annual shipping volumes

To discuss volume discounts for your business, please contact our sales team at sales@365expertscourier.com or call +44 123 456 7890. We'll analyze your shipping patterns and create a customized pricing plan.

We ship to over 150 countries worldwide, including:

• Europe: All EU countries plus Switzerland, Norway, UK
• North America: USA, Canada, Mexico
• Asia Pacific: China, Japan, Australia, Singapore, South Korea, India
• Middle East: UAE, Saudi Arabia, Qatar, Israel
• South America: Brazil, Argentina, Chile, Colombia
• Africa: South Africa, Nigeria, Kenya, Egypt

Some countries have specific restrictions or require additional documentation. Use our online quote tool to check service availability and requirements for your destination. For destinations not listed, contact our international shipping specialists.

Customs and duties are handled as follows:

• Customs Documentation: We prepare and submit all required customs documentation
• Duty Calculation: Duties and taxes are calculated based on item value, description, and destination country regulations
• Payment Options: You can choose to prepay duties or have the recipient pay upon delivery
• Restricted Items: We'll inform you if any items in your shipment are restricted or prohibited in the destination country
• Clearance Time: Most shipments clear customs within 24-48 hours; some countries may take longer

We recommend researching destination country regulations before shipping. Our international shipping specialists can provide guidance on customs requirements for specific commodities.