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Frequently Asked Questions

Can we deliver and pick up parcels internationally ?
How can I monitor the status of my package through its journey ?
I am trying to track my parcel online however the system has not updated my information. Why ?
What are the item/product restrictions of the service ?
What are the size restrictions of the service ?
How do I calculate the volume size of my parcel ?
How can I maximize the chances of a smooth delivery ?
Will a package be delivered if nobody is there to accept it ?
Returns
Where and how do I make a claim(s) for either loss or damage ?
What details do we require to submit a claim ?

Can we deliver and pick up parcels internationally ? (Yes, we can!)


The Parcel Network can now pick up and deliver parcels from most international destinations. For export just use the application as if you were shipping domestically! Just select the country that you require to export too and then enter the dimensions and weight as normal. To Import either drop us an E-mail or call us and we will arrange this for you.

How can I monitor the status of my package through its journey ?


Your shipment will be issued with a unique tracking or 'waybill' number. This is issued to you upon order completion. So long as you print out your waybill document and attach it to your shipment your driver will be able to scan it in and start the tracking process. You will be able to track it at any time via the The Parcel Network home page, or through our paid collections tab.

I am trying to track my parcel online however the system has not updated my information. Why ?


An alternative option is to email customer services via our home page or alternatively drop us a ticket through our customer support tab.

What are the item/product restrictions of the service ?


The Parcel Network will not accept the following items for carriage: livestock, glass, ceramics, perishable goods, liquids, hazardous goods, explosives or dangerous goods. Please refer to our terms and conditions of carriage.

What are the size restrictions of the service ?


We can collect a single package up to 31.5 kilos and 1.5 metres in length. Please refer to our terms and conditions for the full break down.
 

How do I calculate the volume size of my parcel ?


Please key your dimensions into our volume calculator which is located on the quick quote on our home page.
To calculate the cubic measurement of a consignment you multiply the Length x Width x Height. Then you divide the answer by 5000 for international and 4000 for Europe.
 

How can I maximize the chances of a smooth delivery ?


Please make sure you print out your label and invoice documents 3 times! Please attach one to your shipment and hand the other 2 to your delivery driver.
 

Will a package be delivered if nobody is there to accept it ?


If there are no persons to accept delivery then there will be no deliveries made. If a signature can be obtained then we will deliver the consignment. If there is nobody to receive the item the driver will leave a card and return the parcel to the local depot. Please contact us to re-arrange delivery.
 

Returns


All Returns Merchandise Authorizations (RMA) will have to be authorized by The Parcel Network. Please email customer services.
 

Where and how do I make a claim(s) for either loss or damage ?


All claims MUST be sent to The Parcel Network by completing the CLAIMS form and sending it to claims@theparcelnetwork.com. If a claim has been received by our carrier from yourselves, the claim will be rejected.

 
What details do we require to submit a claim ?


Claims for loss will require written confirmation from the receiving party. This will confirm that the parcel has not been received. If written confirmation has not been received then the claim will be refused. Upon written confirmation a copy of the consignment number which has been left by the driver will also have to be enclosed to ensure that we can deal your query as quickly as possible.
Once a parcel is signed for 'in good condition', it's contents cannot be claimed for.
 
 


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