Q. What are your office hours?
Answer: Monday to Friday 09.00 to 17.30. Closed Saturday, Sunday and Bank Holidays.

Q. How do I pay?
Answer: You can pay using your debit / credit card. All debit card transaction incur a 0% charge. All credit card transactions incur a 2.5% charge.

Q. How do I get a quote?
Answer: Simply get a quote by clicking on our quote and booking section and follow the steps through to the booking process.

Q. How do I make a booking?
Answer: Simply book online, providing the relevant information or call us on 0121 270 7047 and we will be happy to assist with your booking.

Q. What is volumetric weight?
Answer: Volumetric weight is the amount of space your goods take up. Carriers use a simple formula to calculate the space taken up and base their price on the actual weight of the goods or the volumetric weight depending upon which is higher. Therefore if your goods weigh 10kgs but the space they take up is the equivalent of 15kgs you will be charged at 15kgs. This is industry standard. Our volumetric calculator will help you to calculate your volumetric weight. Our system automatically calculates this for you at the time of quoting.

Q. How do I qualify for a business/trade account?
Answer: If you are business you can apply for a business/trade account either online or by contacting us directly. If you are a private individual sending in excess of 10 parcels a week contact us directly to discuss discounts.

Q. Do you collect and deliver glass and ceramics?
Answer: Yes we can ship your glass and ceramic items, however they will not be insured against damage regardless of how well the item is packaged. Please see our section on insurance for further information. (link here).

Q. What time of the day will the driver collect?
Answer: You can express a preferred timescale for collection e.g. you would like to the parcel collected between 11am and 1pm. Deliveries are usually made between the hours of 8am and 6pm, but please make us aware of any special instructions and we will aim to accommodate. Failure to do so may result in a failed delivery attempt.

Q. Failed collection - Driver failed to collect parcel today, what now?
Answer: Firstly we apologise for any inconvenience caused due to the result of a failed collection. Please contact us immediately either by email or b y phone on 0121 270 7047 , stating your order number, collection postcode and the next convenient time for collection. We will chase the carrier to ensure they call to collect your goods ASAP.

Now Parcel have contracts with various carriers, we are able to offer discounts usually only reserved for the big companies, when you book with us it's the same as booking directly with that carrier but not paying the prices they charge. When a failed collection occurs it's usually out of our control, however, we will do our best to ensure we rebook the collection at a time convenient to you. As our customer we ask that you contact us in the first instant to try and resolve the situation, if you contact the carrier directly we may not be able to assist with any problems arising later on.

Q. What is the procedure if there is no one to receive the delivery?
Answer: The specified carrier undertakes to deliver to an address specified in the despatch documentation, not to a specific person. If there is no-one present at the address then the carrier will either attempt delivery to a neighbour or return the item to the delivery depot. if this occurs, a customer contact card shall be left at the specified address telling the recipient where to collect their consignment or to re-arranged another delivery time.

Q. Do you have a list of items which are prohibited?
Answer: Yes, please refer to our prohibited items list (link here).

Q. Does my Items need to be boxed?
Answer: We are a parcel courier. All items must be packaged to withstand the rigours of transportation. Please refer to our packing advice section for more information. (link here)

Q. Do you supply boxes, tape etc?
Answer: We currently do not supply packing stationary neither can we package your item for you.

Q. I have ski's to send, they are 175cm long, can you do this?
Answer: Yes, we can do any length up to 300cm, so surfboards, ski's and canoe's no problem. If your items are longer than this please contact us as we may be able to arrange an alternative method of transportation for you.

Q. What are the maximum dimensions you allow of a parcel?
Answer: We are able to transport goods of all sizes and dimensions. If the goods you would like to transport are too big for the services available online please contact us directly on 0121 270 7047 for alternative solutions.

Q. I have more than one parcel going to the same address, how do I book this?
Answer: This is commonly known as a 'multi-parcel consignment'.

Select 'Quote & Book' as normal, complete Step 1 as normal, on Step 2 the website requires you to tell us how many parcels are going to one address?, you can select from 1 to 40. If you select 2 or more the page will change so you can enter the parcel dimensions of each parcel, if they are all the same or similar you can just enter the dimensions of the first parcel then click on 'Copy Down' to auto fill the remaining fields. The next page (step 3) will display your quote for the multi-parcel consignment.

Q. I have not had an instant confirmation sent to me with my tracking number?
Answer: The main reason some of our customers do not receive an instant email confirmation is because the email address was entered incorrectly on the order form (simple typing error) Please contact us using our contact page to inform us you have not received your confirmation and we will send you your tracking number.

The second reason: Please check your spam, bulk, or junk mail folders. If you find the e-mail there, your ISP or your spam-blocker or filter software is diverting our email.

Q. Are you VAT registered?
Answer: Yes we are VAT registered, all of our prices quoted are plus VAT, except for deliveries to countries outside the European Union, these prices are VAT exempt or zero rated. Our VAT registration number is 903 6208 50 which is printed on all invoices.

Q. How can I view my VAT invoices?
Answer: For non account customers, there will be a link on your confirmation email for you to view your VAT invoice. Your confirmation is your only link to viewing your Vat receipt, it is your responsibility to either save to your hard disk or print it of for your records. A £2.50 fee will be charged per invoice if you require Now Parcel to print of your invoices and send via the post.

For Account customers, the same as above applies however, you are also able to login to your account and view all your orders / receipts / invoices and much more.