HELP TOPIC AREA
How do I ship?
We have a range of services available to meet all of our clients’ needs.
If you are a business, you can visit the Your Business page, where you can find out information on Couryier services. If you only want to send a few parcels
then Couryier Direct could be the right choice for you.
I’m interested in using Couryier’s services, who should I speak to?
Great!
You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions. Then, complete the account opening form and we will get in touch with you.
If you only want to send a few parcels then Couryier Direct could be the right service for you.
How do I become a Couryier Client?
You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions as well as benefit from our excellent international parcels prices. Then you can complete the contact form and we will get in touch with you.
If you only want to send a few parcels then Couryier Direct could be the right service for you.
My parcel has arrived damaged.
It is the responsibility of the sender to ensure your parcel arrives in good condition. Please contact the company who sent you the item.
They will enable you to arrange for a replacement item or obtain a refund for your purchase.
My parcel has been returned to sender as it was damaged Damaged items get sent back to the sender.
It may be your parcel has been damaged before it got to us meaning that we are unable to deliver the damaged item. In this case we will send the item back to the sender on your behalf.
What is a parcel ID or AWB number?
It’s a unique code that allows us to track your parcel. It’s usually between 8 and 20 digits long.
Here are some examples: JD0002123456789012 8YDR098765432
0980982.1
You may have been sent a parcel number when you ordered your goods, when your parcel was dispatched or on the day of delivery.
If we missed you and left a card there will be an 8-digit reference number printed on there that you can use.
If you don’t have a parcel number please speak to the sender of the parcel who will be able to help you.
Can I change my delivery time?
Unfortunately, you are unable to change the delivery time window online. Please contact our customer service team who will be happy to assist you.
Why was my delivery time missed?
We’re sorry if this has caused you any inconvenience.
Our estimated two-hour delivery window is generated by the route the driver will take to deliver all parcels for that day. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.
If we know that we’re not going to make it we’ll let you know and give you a new two hour delivery window.
Why can’t you give me a delivery time?
Well it depends on the service purchased…
The types of sms/email notifications that you receive depends on what service has been purchased by the sender.
Some of our services offer a two-hour delivery window. If you do have a two-hour window you will be notified by text and/or email on the delivery day. If not then unfortunately you cannot currently upgrade your delivery but don’t worry, it will still reach you by 9pm on or before your expected delivery date.
I’m told I need to attach a label to my exchange, where do I get this?
You should have been provided with a label to attach to your return parcel. If this is not the case, you will need to contact the parcel’s sender to arrange for a new label.
What is a fuel surcharge?
A fuel surcharge is a way of adjusting the amount paid to move freight (for us parcels) by taking into account significant variation in fuel prices, compared to historical levels. Dont worry, it’s nothing out of the ordinary and most carriers and shippers participate in a fuel surcharge program of some kind.
Packaging Advice
You can find some advice on how to package your parcel here.
Are there any prohibited items?
A full list of prohibited items can be found here
Yes, we have a list of prohibited items
If you want to send an item that is on the prohibited items list, please get in
touch so we can help you further. We also have packaging guidelines for many items that go through our network, so please check them out too.
Get the Parcel You Missed Redelivered.
If we missed you when we tried to deliver your parcel, you can schedule redelivery online using the peach-colored slip left by your carrier to look up your items and reschedule delivery.
For same day redelivery, make sure your request is submitted by 10am Saturday – Thursday. Redelivery same day may not be available outside Dubai city limits.
Please check our customer service for pickup and delivery information.
The tracking is telling me something different than what has actually happened with my parcel. What should I do?
This could be down to a few things…
It may be that the latest scan about your parcel’s delivery has not made it to our system yet. It can take a few minutes. If you are concerned however, please speak to one of our advisors using the webchat facility.
The driver tried to deliver before the time slot I was given, why?
We’re sorry if this caused you any inconvenience.
Sometimes the driver may get ahead of schedule and will get to you before the delivery window.
Are there any size/ weight restrictions?
Yes we do have weight and size restrictions. Visit Your Business to contact us and one of our team will get back to you.
I want to return a parcel, how?
Check the documentation that arrived with your parcel. Instructions from your merchant will be in there. If you have purchased a product online, you will need to contact the sender to provide you with a return approval code and arrange a return collection. They can provide all the necessary labels and information to return your parcel. A return collection can take place anytime between 8am-6pm.
Is there a cost to return a parcel?
This will depend on who has sent your parcel. We suggest that you check with your parcel’s sender for this.
How long will my return take?
That depends on your sender
The return of your parcel will take no more than a couple of days but the sender will have their own process in terms of replacements, refunds or otherwise. These can take longer and you’ll need to speak to the sender to understand their timescales.
Can I track my return?
Of course you can!
You can, all parcels sent through the Couryier network can be tracked. Our driver will give you a card as a receipt of your collection, with your return’s parcel number on for you to track as normal.
Where do I send the return item to?
Your sender will provide this information for you. Please ensure that any label used is completely flat and is unobscured. Please do not cover the barcode with any tape, including clear tape, as this may prevent us from scanning it.
Can I return it any time I want?
This will depend on who has sent your parcel. We suggest that you check with your parcel’s sender for this.
Am I eligible for a return?
This will depend on who has sent your parcel. We suggest that you check with your parcel’s sender for this.
Do you have any size limits?
Cutting to the chase, if you know the dimensions of your parcel then just put theme in the very short quote form and that will give you a list of services that can handle your large package.
At the parcels booked via our courier quotes system have to have their volumetric weight calculated. This establishes a value that all courier companies use to determine the ‘bulkiness’ of a parcel and hence set prices. A very small item that weighs 25kg may not cost the same to ship as a 5kg parcel. Until you add your requirements into our courier quotes form we can give you an idea if your parcel is too heavy to go through our parcel courier suppliers.
As you can appreciate, we can only give indicative weight limits. If you’re looking to send parcels that are 1kg, 2kg, 3kg, even 5kg and 10kg you should be fine. Even parcels that are 12kg, 15kg and heavy items such as boxes of books at 20kg should, generally, be no problem. Individual items approaching 25kg and over 30kg would need special handling. Simply complete the courier quotes form with the dimensions and we’ll be able to give you the cheapest prices and a list of suitable services.
How do I Track my parcel?
I’m expecting a delivery, how can I track its status?
You can track your parcel on our site. You’ll need your parcel number. It’s really easy!
Just enter your details here: Track and off you go.
Why is there no tracking against my parcel?
This could be down to a few things…
If you have just ordered your goods it may take a short time for the parcel information to update on our systems. If you have had your parcel number for more than a day and there is no tracking information, please contact the sender to verify the number is correct and that the parcel has been passed over to Couryier.
There has been no tracking update for several days, what should I do?
If there has been no update for a couple of days and it has gone beyond the expected delivery date, please use the webchat facility and an advisor will be able to help you.
Will I be notified of any planned delays to routes?
We will notify you by email if we are aware of any bad weather or road closures that will affect your collections or deliveries. Please speak to your account manager however if you have any individual queries.
