What Are the Usual Pallet Collection Times?

Collections in pallet networks work differently to standard couriers. Our vehicles leave the depot full of deliveries and return full of collections, with most vehicles running two routes per day. This helps us move thousands of pallets efficiently while keeping your delivery cost low.

Collections can happen right up until 5pm. If your goods have not been collected by around 1pm, they are likely scheduled for the second route between 3pm and 5pm.

Your goods are only marked as collected once they are scanned back at the depot, where they are labelled and prepared for onward delivery. This is standard across all pallet networks.

How will I know if my collection has happened?

We check for depot scan updates first thing the next working morning. If your goods have not been scanned as collected, our team will contact you promptly to resolve the issue. There is no need to chase us - reporting the same issue twice creates extra work and delays us from resolving it quickly.

What happens if my collection fails?

• We will reach out the following morning if your goods are not scanned as collected.
• If you booked a two day delivery, we will upgrade it to next day in most cases to keep your delivery on track.
• The depot will prioritise your job on the next available vehicle.
• If the depot fails to collect twice, we are within our rights to instruct them to courier your goods the same day at their cost. This is a network fail-safe to prevent repeated delays.
• If the depot does not arrive before 5pm and it is their fault, there will be no additional charge to you.

Can I book an earlier collection?

Yes, most areas offer a pre-3pm collection option at checkout. If you do not select this, your collection may take place any time between 9am and 5pm depending on the driver’s planned route.

How long does collection take?

Drivers aim to complete collections within 15 minutes. Please ensure your pallets are ready when the driver arrives to avoid delays.

Do I need to be onsite?

Yes, someone must be available at the collection point unless you have told us in advance where the pallets will be left. Leaving goods unattended is at your own risk - we cannot accept responsibility for any loss or damage in this case.

Why we operate this way

PalletOnline is the UK’s highest rated online pallet delivery service for on-time performance. But with thousands of pallets moving every day, occasional delays can happen. When they do, we work fast to put things right and minimise disruption to your delivery.

This is how a pallet network operates - each depot and route works together to move freight efficiently across the UK and Europe. Our processes are designed to catch any issues quickly and resolve them before they cause further delays.

Need help?

If you have a question about your booking, please open a Live Chat and we’ll help you straight away.