Why would the driver refuse to take my pallet?

If the driver has left without your goods, there’ll be a good reason for this. 

We appreciate that this may be frustrating, but you must get in touch with us right away. 

We’ve outlined some of the reasons why the driver may refuse your goods...

Do your goods exceed the max. dimensions?

Your goods should NOT exceed the maximum dimensions shown on our pallet size guide; If they do, the driver may refuse to handle them. 

This depends on the size of your goods. If they exceed a standard pallet, you will be charged for the correct number of additional pallet spaces. 

We CANNOT ship anything bigger than an oversized pallet through the network.

Have you packed personal items?

The driver may refuse to handle your pallets if they contain personal belongings.

As stated in the ‘Unsuitable Goods’ section of our Terms and Conditions, we are NOT permitted to ship personal belongings through the network; They are invaluable and cannot be replaced. 

If you need to ship personal belongings, you will need to source an alternative means of transport. 

Was anyone onsite?

If there was nobody onsite when the driver arrived to collect, they would have been advised to move on to their next collection and you will be charged for a wasted journey. 

Our drivers will never just assume which pallets are theirs to collect; There needs to be someone present, or a clear indication of where the pallets will be left in advance. 

If you have any further questions, please send us a message on Live Chat


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