FAQ's

That’s ‘Frequently Asked Questions’ to the rest of us.

Our FAQs information provides responses to the most common things we discuss with customers. If you are unsure on anything to do with courier services then there’s a chance you can find the answer in the previously answered questions here. If after that there is anything else you need to know please feel free to contact us, we’d be happy to help any way we can.

Here are our top 10 FAQ’s

Q: Do you guarantee collection within 1 hour?

A: No – we don’t guarantee it, but that doesn’t mean that don’t manage it. In 12 months from the 1st of March 2014 to 28th of February 2015 we achieved a 100% record of turning up within 1 hour of the requested collection time.

The reason we don’t offer a guarantee is that we are currently just a small, but growing Manchester courier services provider. Although we have access to a network of highly recommended professional owner-drivers to support our workload, we made the decision not to guarantee 1 hour collection times.

There are just too many variables that can affect the outcome. Issues such as traffic, booking volumes or delays caused by other deliveries. We’ll give you our best estimation of your driver arrival time when booking. Plus you will be kept informed if anything changes.

Q: Do I have to pay upfront?

A: Yes. All ‘Ad-hoc’ orders must be paid for upfront.

New customers pay upfront, but to we provide big discounts to help reduce the effect of this on your cashflow.

We can offer 30-day accounts, but only once a good working relationship has been built up. Even after the initial ‘trial period’ has been passed a credit-check may still be required before we allow 30-day payment terms.

If you are looking for contract delivery or distribution services for your business then please contact us. Let’s have a conversation to see if we can be of assistance.

Q: What payment methods do you accept?

A: We now accept card payment over the phone through Payatrader for all Ad-hoc deliveries. If you don’t want to pay over the phone, we can also send an invoice via email. This must be paid in full before we will send a vehicle to collect goods.

Bank transfers can be accepted. These must be made at least 24 hours before the date of collection for ad-hoc deliveries to allow us to be able to confirm the transaction has completed.

Account customers will be invoiced by email (or by post if requested). A scanned copy of POD (proof of delivery) is also included. Payment must be made within 30 days by BACS.

Q: Is my delivery charge based on the shortest route?

A: No. It’s based our experience of understanding what is likely to be the shortest appropriate route. For example, if you wished to send an item from High Wycombe (Buckinghamshire) to Maidstone (Kent) then a direct line through the centre of London is essentially the shortest route. It would be madness to try it though. Congestion and charges would make the journey a slow and expensive nightmare. It’s much easier to use the M25 (well, most of the time anyway).

Q: Will I receive proof that the delivery has been completed?

A: Yes. We always make sure that our drivers get paperwork signed and printed at delivery locations. These are then sent through to our office and can be passed directly to you.

Q: Are you fully insured to carry my goods?

A: We have courier insurance cover up to the level of £20,000 for all ‘Goods-in-transit’. If your items are worth more than this then please speak to us first. We can often extend our cover for your delivery (charges may apply).

Q: Can I track my consignment?

A: For an extra charge, yes. We are looking into new technology all the time that can assist our business. It’s in the early stages currently so we offer it on a ‘need to know’ basis. If you need to know exactly where your shipment is please ask before booking and we’ll arrange it.

Q: What items don’t you deliver?

A: At this time we operate on a strictly B2B (Business to Business) or B2C (Business to Consumer) level. As such we don’t handle these items ourselves;
Animals
eBay purchases
Hazardous materials
Household waste

Q: Can I book a delivery to be made ‘out of hours’?

A: Yes. We operate 24 hours a day, 7 days a week, although your delivery will need to be booked during office hours. A delivery required at 3am Saturday night/Sunday morning will have to be booked on the Friday before 6pm.

Q: I haven’t heard of you before, who else have you worked with?

A: We’ve been lucky enough to have completed sub-contract work on behalf of many of the biggest names in the business, plus we’ve delivered goods either to, or on behalf of, such well known companies as Panasonic, JCB, Top Shop, Amazon, AO.com and many more.

So there you have it. Our FAQs are here to help you get easy answers to some common questions.

Avango Couriers Manchester Guide to What we deliver FAQs