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General Questions

  1. Are my goods insured?

  2. Can I contact you after the office is closed?

  3. Do I have to bring my parcel to you?

  4. How can I pay for a courier if I don't have an account?

  5. How do I know my package will be safe?

  6. I don't want my customer to know that the goods where collected from a 3rd part, can you help?

  7. Is there a size or weight limit to my consignment?

  8. My customer says he never received the package, can you help?

  9. What can I do if there is a change of plan after you have collected?

  10. What do I do if my invoice is incorrect?

  11. What is your policy when things go wrong

  12. Why do I need the postcode when booking a courier?


  1. Are my goods insured?


    Yes most goods are insured by us when we pick them up. There are a few exceptions such as Jewelry, Cash, White goods, Antiques/Works of art. Live creatures. If your goods are unusually valuable we may need to extend our cover it's important to let us know when booking. If you are in doubt ask our customer services team when booking.



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  2. Can I contact you after the office is closed?


    Yes, After the office is closed, which is around 6:00pm week days. All the courier booking phone lines are diverted to the on-call customer services staff. They will be happy to help you with your inquiry.



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  3. Do I have to bring my parcel to you?


    No, we will collect from you at a time of your convenience.



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  4. How can I pay for a courier if I don't have an account?


    You can pay over the phone using a credit card or we can collect a cheque or cash at the collection or delivery point. You can apply for a credit account by filling in the credit application form..



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  5. How do I know my package will be safe?


    We look after your goods just the same as you would. The driver who collects your consignment keeps it in his vehicle. He takes it personally to the delivery address. We don't play "pass the parcel" like some couriers do.



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  6. I don't want my customer to know that the goods where collected from a 3rd part, can you help?


    Yes, this is not a problem. We have a system to hide the collection address from the delivery address and vice versa.



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  7. Is there a size or weight limit to my consignment?


    When you book your delivery it is important to tell our customer services staff exactly what size and weight you wish us to carry. We will then be able to send the correct sized vehicle for the job. There is a limit in size and weight for each vehicle, our staff will advise you at the time of booking.



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  8. My customer says he never received the package, can you help?


    Yes, We have a written record of every collection and delivery which proves who sent and received, when and where every package was delivered.



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  9. What can I do if there is a change of plan after you have collected?


    This is not a problem. Just let us know what changes have occurred and we can contact the driver to re-route him.



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  10. What do I do if my invoice is incorrect?


    Your best option is to contact your local branch before you phone the head office accounts department and explain the nature of the query. They can usually deal with most queries. Any Credits Notes are originated from the branch and sent to the head office for processing.



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  11. What is your policy when things go wrong


    It is our policy to inform you of any major delays i.e. due to accidents, breakdowns etc. We have over 25 years of experience in the courier industry. Over this time we have probably learned to deal with most things which could go wrong and have stand by solutions on hand. That is one of the reasons you need to choose a reputable courier and not a one man band. Remember you get what you pay for.



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  12. Why do I need the postcode when booking a courier?


    Our computerized booking system operates on a postcode to postcode algorithm. It calculates the distance between these two postcodes and this is what you will be charged.



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