Frequently Asked Questions (FAQs)

Que.
How to change my order after I’ve booked to send my parcel?
Ans.
  • The simplest way to resolve this is to approach us with your changes.
  • Sometimes it is just easier to make a new order and cancel the wrong one. We will refund you for the wrong one.
  • Please note, there may be some slight charges for this if you ask for refunds.
  • You cannot add in transit cover after booking so in this case we do advice to rebook a new one and contact us for a refund. We endeavour to make all refunds within 1 working day of your request.
Que.
Is it possible for me to transport bike?
Ans.
  • Unfortunately we cannot ship bike as they are a prohibited item. They are large and heavy for our shipping parcels even boxed.
  • Many companies like uship.com, shiply.com, etc can help you to transport bike.
Que.
How do I send suitcase or bag home with your service? Do I have to cover it before sending?
Ans.
  • We do send bags, suitcases or luggage but only if they are enclosed in the box.
  • If you send the bags or luggage that is not enclosed will not be taken by driver. The driver may refuse to carry as the label might get remove while transit and there is the possibility of bags or luggage getting lost.
  • You can use large box to wrap your parcel then attached the label on it with clear tape all over the label so that it can’t come-off.
  • Personal belongings are not included in transit cover; even if you decide to insure it the insurance is not valid for personal belongings. You are sending them at your own risk.
Que.
Can I send heavy and oversized parcels?
Ans.
  • Yes to some extend we can send heavy and large sized parcels but before booking please make sure to contact us for assistance.
  • We do not take responsibility of damage occur if the weight of parcels is over 30Kgs
  • Please contact us with specs and we will be happy to assist you.
Que.
Can I specify the collection time for my parcels?
Ans.
  • We won’t be able to provide the collection time. You need to make sure that you or someone at home is available to give the parcels on that day. We will pick the parcels within 24 hours. You can even ask us to pick the parcel from your neighbour or friend and we will take care of collection.
  • If you miss the driver or he cannot find your address then please contact us immediately and we will take care of this by re-scheduling the collection.
Que.
How do I re-scheduling my collection?
Ans.
  • Simple. Just give us the call or e-mail us we will take care re-scheduling.
Que.
Would the courier collect my parcels if I keep it outside home? It is safe?
Ans.
  • We do not recommend keeping your parcel outside unattended as it is not safe. We cannot guarantee the collection time so it better no to keep outside.
  • In such case, you can ask us to pick the parcel next day or simple drop the parcel to nearest drop point of Extraship.
Que.
Can you guarantee the collection and delivery of my parcels?
Ans.
  • Yes, once the parcel is with us we guarantee to deliver at your parcels. You can track the parcel any time and can let us know if any issue. We have done phenomenal work till now and corrected all issues we received till now.
  • We are sorry if in some case your parcels delivery was not as per your planned. We will make sure to give our best next time and your expectations are met.
Que.
Can I send the parcel without using your label?
Ans.
  • Yes, you can definitely send the parcels without using our label but you will have to pay charges for that delivery. We recommend you to use the labels provide by us once booking is done. The benefit of using our label is that it will offer you the discounted price compare to any other delivery you do without our label.
  • You can download labels from website or e-mail sent to you once booking is done.
Que.
Is there any extra charge if you do packing of my item?
Ans.
  • Yes, we will invoice you extra for packing the item at our end. We recommend you to pack the item in a proper manner including few soft cushions so that item can’t get roll during transition.
  • Please note, any sensitive or costly item packed will be your responsibility to do packing properly. We do not take any responsibility if it gets damage during delivery.
Que.
Can I drop my parcel somewhere instead of waiting at home for collection?
Ans.
  • Yes, if you are using UPS service then you can drop the pack at the nearest local drop point instead of waiting home for the collection.
  • Please make sure to collect the receipt from the drop point along with tracking details.
Que.
I can’t get the quote for my parcel. Need help!
Ans.
  • Don’t worry. Just give us the call.
  • It might be possibility that you entered some wrong details or length in place of height column. Just give us the call and we will be happy to assist you.
Que.
How can I get quote for my parcel?
Ans.
  • It’s simple. Just go the quote or home page of our website and enter basic details.
  • Enter source and destination of parcels, its dimensions and weight. You will get the quote.
  • At any time you can reach out to us for assistance.
Que.
What items I can send in parcel?
Ans.
  • Some items just can't be sent by couriers, and some have to be sent at your own risk. You are responsible for the contents of your parcel even if you did not pack it yourself.
  • PROHIBITED items cannot be sent under any circumstances through ExtraShip. By law, you may not attempt to use a courier service to attempt delivery of these items. The penalties include fines and imprisonment and destruction of your parcel and billed costs.
  • RESTRICTED items are items we do not recommend you send. This may be because they are considered too fragile to send by a courier service. Your parcel will travel down various conveyor belts at speed and can travel down chutes. If you decide to send them it is entirely at your own risk and there will be no compensation for damage or loss even if you have elected to take out additional cover. We will not be able to make a claim for compensation.
  • For further assistance you can contact us.
Que.
Would you give me proof about my delivery?
Ans.
  • You will get the confirmation e-mail once your parcel if delivery.
  • Even you can track the parcel and it will tell you at what time your parcel is delivery and to whom.
Que.
I can’t track my parcel. Need Help!
Ans.
  • You will get the tracking number in your e-mail once your order has been placed. Use that tracking number and you will be able to track your parcel.
  • If for some reason it’s not allowing you to track, please reach out to us and we will be happy to assist you.
Que.
My delivery is late. Can I get refund?
Ans.
  • We make sure that your delivery is on time (specific day) by using our all best networks and courier services. But by some circumstances or unaccepted obstacle it might possible that it get delay. We sincerely apologise for that but it won’t be possible for us to provide refund. Though you can reach out to us for refund and we check the possibility else we will take your complain and will make sure to improve our services.
Que.
My parcel hasn’t arrived yet. Need Help!
Ans.
  • No need to worry. If you have checked the tracking it will usually tell you if there is an issue, perhaps the receiver wasn't in on the day of delivery or there is an issue with the address, or simply it has been delayed with bad weather or a road accident.
  • If your parcel's tracking has not been updated for more than 24 hours, please contact us immediately and we will phone the carrier for you.

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