Someone should be available at collection and delivery, and reachable by phone. PalletOnline is a pallet network service, not a parcel courier.
Drivers do not leave a calling card or written instructions at the address. PalletOnline calls.
What happens if no one is available
Keep an onsite contact available by phone. The driver will call the number on the booking when they arrive, especially if the site looks closed or is hard to find.
If the stop cannot be completed, PalletOnline contacts the bill payer by phone. If a delivery fails, it is normally moved to the next working day. If there is an issue, we will be in contact with the bill payer to discuss the next steps.
For collections, leave the pallet in a clear, easy-to-access area on solid ground, and labelled so it is easy to identify. Tell us on Live Chat before the day if nobody will be present.
Proof of Collection and Delivery
We provide proof at both collection and delivery for your peace of mind.
- Proof of collection: Your pallet is scanned when it reaches the depot. Drivers do not provide collection paperwork at the point of collection
- Proof of delivery: Available to view and download from your tracking page or your account area
Ensure your pallet is clearly labelled when you prepare it. Official network barcode labels will be applied when your pallet arrives at our depot.
Need to Update Your Booking?
If anything changes before collection, please contact us straight away on Live Chat.