Help with your parcel delivery

Our frequently asked questions list below should cover off any query you have about our services and using our website. Please click on the relevant link below to go to the section you need.

What we offer

What is senditnow.com?

Senditnow.com is an online express parcels company. We use Parcelforce Worldwide for getting your parcels across the UK, and have a shipping system built into the site. You can tell us all the details and pay online, and where you have chosen to have your parcel collected, the driver will turn up within the selected time slot to collect your parcel. www.senditnow.com operates under the Parcelforce Worldwide brand, which is a trading name of Royal Mail Group Ltd.

Do you have your own delivery network?

No. However senditnow.com and Parcelforce Worldwide are both trading names of Royal Mail Group Ltd. Parcelforce Worldwide will be responsible for getting your parcels from A to B.

What sorts of services do you offer, and how much do you charge?

We constantly try and improve our offers to you, so for the current service and price information, continue to read through this section or click on what we do where you can see all the information on the service, prices, inclusive compensation cover, and so on.

Do I have to add VAT on to the prices I see?

The prices quoted will state if VAT should be added. The final price that is confirmed and which goes through to the payment section will be the final price for your chosen service and include VAT at the appropriate rate.

Can you deliver everywhere in the UK - and what about overseas?

We can deliver to any address in the UK. For some outlying areas, the service speed will be slightly slower, but you will get the exact speed when you give us the delivery details - so you will know exactly when your parcel will arrive. At the moment we can't offer overseas destinations, but we are looking at this for the future. We class the Republic of Ireland and the Channel Islands as overseas, so are not able to carry parcels to these destinations at the moment.

What are the maximum sizes and weights for parcels?

Each parcel must weigh no more that 30kg*. Remember that someone at the other end has to be able to lift the thing when it is delivered! If you have more than 30kg to send, why not split this into more than one parcel. In terms of dimension, the longest side must be no more than 1.5m, and if you take the total measurement all the way round the thickest part of your parcel (we call this the girth) and add to the longest side, this must total no more than 3m. * If you choose an option that includes drop off and/or pick up at a Post Office, the maximum weight is 20kg.

Do you offer a refund of carriage charges in the event of delay?

There are some service options that do not include a delivery guarantee and do not include any refund of carriage in the event of delay. However, our normal express delivery services do have a guarantee on the delivery speed- so if we don't get it there when we say we will, you are entitled to claim a proportion of your money back. This ranges from 25% to 100%, and you can see what the different levels are for delay by clicking on what we do. Do remember that the exact delivery speed can differ for some outlying areas, but when you enter the delivery address, the exact speed will be shown against each available service, so you know exactly what you are buying. More details can be found in our conditions of carriage.

What sort of compensation for loss or damage is included?

There are some service options that do not have any inclusive compensation for loss or damage. However, for our normal express delivery services we include a set figure within the price you pay, depending on the service you select, and you can choose to pay additional amounts for extra cover if you are sending a particularly valuable item. See what we do for full information. Also remember that some types of goods (antiques, watches, money etc) are not covered. Visit the items that cannot be delivered by Senditnow.com page for full details.


Homework [Back to top]

Can I send anything through senditnow.com?

No. There are two key things to remember. Firstly, although we include compensation for loss or damage in the price you pay, there are some things that are not covered. Antiques, money, jewellery, watches, real fur, glass and ceramics are some of the most common. We strongly recommend that you check our complete list before sending - it will only take a couple of minutes, but well worth the time. This can be found on the things you can't send page. In addition, there are some things that are complete no-nos. Items that we are totally unable to carry - including dangerous or hazardous goods, arms and ammunitions, controlled drugs, lottery tickets. Again, you should check out the full list before you send your parcel. This can be found on the things you can't send page.

What else do I need to think about before sending a parcel?

Not much. Make sure your parcel is well packaged, choose the right service to suit you, think about the value of the contents and how much compensation cover you need, make sure you are not sending anything you shouldn't be, and you are ready to send!



Sending [Back to top]

So what do I need to do to send a parcel online?

It is very simple. You will need names, addresses, postcodes and telephone numbers for the collection and delivery addresses, plus a method of payment (credit card, debit card). Click on the specific express delivery service you require and you will see some boxes to fill in. It will take you a couple of minutes to go through and tell us where to collect, where to deliver to, the service you would like and whether you need additional compensation cover. Alternatively, you can access even more cost-effective service options by clicking on senditnow and choosing to drop off at a depot or Post Office and/or for the recipient to pick up from a depot or Post Office. We'll take you through the steps necessary to do this. If your parcel is being collected, you will be given the choice of whether you would like the driver to bring the barcoded address label when the parcel is collected, or you can print this out on your home PC. If you are dropping the parcel off at a depot or Post Office, you'll need to print the label from your pc.

How can I pay for the service?

You can pay by using your credit or debit card through Worldpay® (so you know this is a secure system).

What about documentation?

It's better if you can print the documentation out on your home PC on normal paper - the driver will bring a clear 'documents enclosed' envelope to stick on the parcel. Alternatively, the driver can bring a pre-printed address label with barcode on. Whichever is easiest for you. If you are dropping the parcel off at a depot or Post Office, please ensure that the label is securely affixed to the parcel.

Do I get a reference number?

Once you have told us all the details, you will be given a reference number that will start with the letters NS followed by a series of numbers. This is your parcel reference, or tracking number, which you can use for any queries, or for tracking your parcel online.



Parcel Tracking [Back to top]

I need to track a parcel - how can I do this?

You can track your parcel online by clicking on the tracking link. Your parcel reference number will start with the letters NS and have some numbers afterwards. If you enter this into the tracking box, the site will automatically find the parcel for you through our chosen carriers main website, and give you the real-time details of where it is.

I have tracked my parcel and there seems to be a problem - what should I do?

If there is a problem with your parcel, and it seems to be delayed, we recommend that you wait 24 hours as it may have an address query, or have been delayed in transit. Otherwise, you can use the email form on this help page to contact the customer service team. Alternatively, you can call the senditnow.com customer service team on 08448 005997.



Technical [Back to top]

I can't make the site work - is there something wrong with my computer?

Usually, the problem is about your computer not being configured in a way that is compatible with senditnow.com. Thing to check are:

Operating system: Browser: Adobe acrobat: Lastly, active scripting and pop-ups must be enabled on your computer.



Collections [Back to top]

I need to cancel a collection/drop off I booked. Can I phone someone?

To cancel your booking, you need to fill in the email form on the help page. This will then be cancelled, and your payment will be refunded. Please give us as much notice as possible to avoid any confusion. You cannot cancel a booking through the senditnow.com telephone team.

I need to change the details of a collection/drop off I booked on the website.

These details cannot be amended once they are booked. If you need to change the details, you will need to cancel the booking by filling in the email form on the help page which will trigger a refund to you, and then re-book through the senditnow page.

The driver did not turn up as requested to collect my parcel.

We are sorry that we did not get your parcel collected as we promised. To get a refund, you need to fill in the email form and send this through to us; we will then refund you and if you still need to send the parcel, you will need to re-book this through the senditnow page.

I tried to book a collection/drop off but my computer crashed. Did you get my booking?

If you received a payment confirmation e-mail, put the NS tracking number into the tracking box on and try to track your parcel. Please leave at least 10 minutes from your attempted booking before doing this. If your booking is on our system, the website results will show use what service you booked. If it is not on our system you will get an error message about the parcel number not being recognised. In this case you will need to fill in the email form so we can organise a refund for you, and if you still need to send your parcel, you will need to re-book this online on the senditnow page. If you did not receive a payment confirmation e-mail, the booking has not been received. Please book again through the senditnow page.



Depot/Post Office drop off [Back to top]

I've chosen to drop off my parcel, what do I do now?

The depot or Post Office address you have chosen to drop off your parcel will be shown on your receipt. Please make sure you affix the barcoded address label you have printed securely to the parcel in a way that all the details can still be seen clearly.

At a depot, you should get the depot to confirm the drop off of your parcel by completing the appropriate sections of your receipt (remember this is your proof of handover to us). At a Post Office, you will be given a separate receipt confirming the handover of your parcel and you should keep this with your online receipt.



Depot/Post Office pick up [Back to top]

I've chosen for the recipient to pick up the parcel, is there anything else I need to do?

We will send an email to the recipient giving them the depot/Post Office details for them to pick up the parcel you've sent them.

They will need to take a copy of the email and some form of personal identification to show to the depot/Post Office and be able to pick up the parcel. This is all outlined in the email we have sent to them.

If you have also chosen to drop off the parcel at a depot/Post Office, you should do this as soon as possible to avoid any delays to the recipient being able to pick it up.



Redelivery [Back to top]

How do I organise a re-delivery of a parcel?

Senditnow.com uses Parcelforce Worldwide as their chosen parcels carrier. This means that the recipient will have received a card from Parcelforce Worldwide with instructions as to how to re-arrange the delivery.



Terms & conditions [Back to top]

Where can I see your conditions of carriage?

When you send a parcel with senditnow.com, you tick a box to agree to our conditions of carriage. These are available on this site - click on conditions of carriage to see these.

Do you have a privacy policy?

As a responsible website, we have a privacy policy which we take very seriously. Please click on privacy policy to see this.



Claims [Back to top]

I have tracked my parcel, and although it has been delivered, it was not delivered on time. What do I do?

We are sorry that we did not live up to our promises - sometimes things do go wrong, and we apologise for any inconvenience caused. To submit a claim for a refund of carriage charges because of delay, you will need to fill in the claim form, which you can download. You need to complete this, and send in hard copy.
Senditnow.com uses Parcelforce Worldwide as their chosen parcels carrier, and the form has full details of where this needs to be sent.

Remember, not all service options include a refund of carriage in the event of delay and you should check your online receipt.
Once this is received by Parcelforce Worldwide, they will acknowledge the claim within 7 days, but a full investigation and decision can take up to 8 weeks, so please do be patient while they look into this thoroughly for you.
You must submit your claim within 30 days of delivery.

My parcel has arrived, but it has been damaged in transit. What do I do?

We are sorry if there has been a problem with your parcel in transit, and for any distress caused. We do take issues of damage very seriously. To submit a claim for damage, you will need to fill in the claim form, which is available to download. You need to complete this, and send in hard copy with proof of value of the contents.

Remember, not all service options include compensation for loss or damage and you should check your online receipt.
Senditnow.com uses Parcelforce Worldwide as their chosen parcels carrier, and the form has full details of where this needs to be sent.
Once this is received by Parcelforce Worldwide, they will acknowledge the claim within 7 days, but a full investigation and decision can take up to 8 weeks, so please do be patient while they look into this thoroughly for you. For damage claims, it is really important that you keep the contents and the original packaging as Parcelforce Worldwide will probably want to send out a qualified damage inspector to look at the parcel.
You must submit your claim within 30 days of delivery.

I have been tracking my parcel, and the customer service team says that it has been lost. What should I do?

We are sorry if your parcel has been lost in transit, and for any distress caused. To submit a claim for loss, you will need to fill in the claim form, which is available to download. You need to complete this, and send in hard copy with proof of value of the contents.

Remember, not all service options include compensation for loss or damage and you should check your online receipt.
Senditnow.com uses Parcelforce Worldwide as their chosen parcels carrier, and the form has full details of where this needs to be sent.
Once this is received by Parcelforce Worldwide, they will acknowledge the claim within 7 days, but a full investigation and decision can take up to 8 weeks, so please do be patient while they look into this thoroughly for you.
You must submit your claim within 30 days of delivery.

Can't I make a claim on the telephone?

No. You can only submit a claim for loss, damage or delay by filling in the claim form and sending to the address marked on the form.



Still need help? [Back to top]

If you still require help then please contact us.