TOS last updated 17th October 2017
Listed below the following terms that will be found in these terms and conditions of service:
A parcel, pallet, or group of parcels or pallets sent to a single address.
The courier companies ParcelBroker contracts to facilitate our services.
The ParcelBroker account holder, or anybody with the account holder’s permission accessing and/or using that account
The person who the consignment is addressed to.
(f) Waybill/Airway Bill/Shipping Labels
The shipping documentation placed on the parcel.
(g) Third Party
A person or group besides the ParcelBroker account holder and intended recipient that is in some way involved in the shipping process.
(h) Working Day
Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.
(i) Retail Access/Service Point
A location designated by a carrier to offer convenient parcel retrieval or drop-off for pre-paid labelled shipments.
(j) DAP ("Delivered at Place")
The seller is responsible for arranging carriage and for delivering the goods, ready for unloading from the arriving conveyance, at the named place. Duties are not paid by the seller under this term.
(k) DDP ("Delivered Duty Paid")
The seller is responsible for delivering the goods to the named place in the country of the buyer, and pays all costs in bringing the goods to the destination including import duties and taxes. The seller is not responsible for unloading. This term places the maximum obligations on the seller and minimum obligations on the buyer.
2.1 ParcelBroker is an organiser, coordinator and consolidator of parcel and pallet traffic. We DO NOT come into direct contact with consignment(s), but arrange the collection and delivery of shipments through one of the carriers with whom we hold an account.
2.2 Our Carriers usually operate between the hours of 09:00 to 17:30 on working days, with the exception of deliveries on Saturdays (UK only).
2.3 Our website takes all booking data as per your instructions. It is your responsibility to ensure that all information is entered correctly. ParcelBroker accepts no responsibility for delays, loss, miss-sorts, redirections, returns or surcharges caused by incomplete or incorrect information. This includes the use of our postcode/address lookup tool. Please review all relevant information before submitting your order.
2.4 Competitor agents, couriers, freight forwarders and delivery intermediaries must seek permission in writing to use our services. Any users found to be re-selling our services to third parties without permission will have their orders intercepted and returned at the user’s expense. No liability cover or transit guarantees whatsoever will apply to these orders.
2.5 Throughout the duration of transit, our customers hold contract with ParcelBroker and not our suppliers. All contact and queries must be directed through ParcelBroker who will in turn contact the relevant carrier on your behalf.
2.6 Our carriers have the right to refuse a consignment for given reasons including but not limited to; the goods being classified as dangerous, insufficient/inappropriate packaging, the consignment being too big /heavy, or the consignment being unattended at the time of collection.
2.7 We require a full name and telephone number for the sender and receiver who may be called in the event of a query i.e. an address query. Failure to provide this information when booking or on request may result in the consignment being delayed, returned or abandoned at the expense of the shipper. No claims for late or abandoned shipments will be accepted if this information is not provided.
2.8 Transit times are to major destinations, do not include time in Customs and are provided as a guide only. Transit times can vary depending on the size and content of the shipment, the origin and destination locations within each country and public holidays. All transit times are effective from the day after collection.
2.9 Payment is taken by ParcelBrokers automated payment system at the end of the booking process. Surcharges may also be applied during transit or after delivery. Please see section 10 for more information on surcharges.
2.10 ParcelBroker reserves the right to refuse any order or user from its system and services.
3.1 Prohibited Items are items or goods that must NOT be shipped via our services under any circumstances. Please check our Prohibited Items list to ensure the goods you wish to ship are not prohibited from our services.
3.2 It is the responsibility of the account holder to ensure that prohibited items are not shipped via our services or carrier accounts. If you do not comply with our terms on shipping prohibited items we may deal with your goods as we see fit. This includes, but is not limited to, seizing and destroying your goods (in whole or in part). No refund will be given.
3.3 ParcelBroker accepts absolute zero liability for any prohibited items shipped via our services and carrier accounts. This means no liability cover or guarantees whatsoever will apply to such a shipment. ParcelBroker will not provide transit cover or liability for damage, delay, or loss, nor will it under any circumstances be held liable for any adverse consequences or outcomes arising from damage, delay, or loss of such a shipment, now or in the future.
3.4 Please note ParcelBroker’s booking systems are automated by computer software, therefore ParcelBroker staff are unable to monitor all traffic shipped. It is your responsibility to check our prohibited items list or to contact us to confirm if your goods are permitted.
3.5 Our Prohibited Items list is not exhaustive and should be viewed as an ideal for all and any similar items to those listed. If you are unsure of the items you wish to ship you should contact us for further advice.
3.6 ParcelBroker have the right to intercept, hold and investigate the contents of any parcel that is suspected to contain prohibited items and/or is suspected to be related to a case of fraud. Authorities will be notified if necessary.
4.1 Items of limited liability are goods that are not covered for damage in transit. No claim for damage will be accepted. These items are shipped at your own risk.
4.2 Only claims for loss will be considered for items with limited liability, provided that ParcelBrokers Claims Department is satisfied that the shipper has gone to reasonable effort to meet our packaging guidelines.
4.3 Claims for loss will not be considered if goods are disposed of in the interests of health and safety or preservation of assets and property. For example; broken glass, leaking containers or bare metal.
5.1 Collections are made on working days only, usually between the hours of 09:00 and 17:30.
5.2 It is the shippers’ responsibility to ensure that all parcels are scanned as " collected " before being taken away by the driver. If this cannot be done the shipper must obtain the drivers signature on a manifest document. No liability cover or guarantees will apply whatsoever to a consignment that is collected without being scanned as collected or where no written proof can be provided.
5.3 Once a consignment has been collected, it is not guaranteed that it can be intercepted and returned to the sender. Returns are on a request basis only.
5.4 On occasion our carriers may need to subcontract your collection to a third party courier to collect from locations they do not cover. This may add 1-3 business days to your quoted transit time. Both ParcelBroker and the third party courier are protected by all the terms of these terms of service.
5.5 With the exception of orders booked on our dedicated UK pallet services, collection drivers cannot make phone calls prior to or upon collection.
5.6 Our Customer Service team have no direct contact with collection drivers and cannot provide an ETA for collection.
5.7 Our carriers do not automatically reattempt collection after a collection has failed. It is the shipper’s responsibility to inform ParcelBroker as soon as possible so that collection be re-booked for you.
5.8 Shipments booked on our dedicated UK and European pallet services will incur an aborted collection surcharge per pallet space (120 cm X 100 cm) if; goods are not ready, suitable for transport or if nobody is available at the collection point on the date you have booked the collection to take place.
5.9 All collections are subject to request only and are not guaranteed. Compensation for failed or late collections will not be given. Transit times and service guarantees start once a consignment is collected.
5.9.1 On services where collections are subject to an additional charge, a credit of the additional charge paid may be requested in the event that a collection fails and the carrier is at fault. In such instances, ParcelBroker’s liability is limited to the cost of the additional charge paid only.
5.10 A surcharge of up to 100% of the original shipping charge may be applied if your collection fails three times or more.
5.11 Collection drivers are not obliged to manually lift parcels exceeding 25KG unassisted. If your goods exceed 25KG, please ensure you have the physical or mechanical capability to assist the driver with loading.
5.12 Consignments over 70KG in gross or volumetric weight will require 24hrs notice for our carriers to collect so a suitable vehicle can be arranged for collection.
5.13 Third Party Collections /Three Way Collections /Freight Forward Collections; this is where the customer is arranging a collection from a remote address. It is the customer’s responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver.
5.13.1 Under no circumstances should any shipping labels be used except the pre-paid shipping labels supplied by ParcelBroker. Any use of manual waybills (hand written labels) will invalidate transit cover and void any claim for delay, damage or loss. The account holder will be liable for all expenses associated with our carrier account for that shipment.
5.14 Dropping parcels at access and service points means you are opting for a collection from a remote address, instead of your own. If your goods need collecting the same day, you must advise those responsible at the collection point and ensure your parcels are dropped before the specified cut off time. ParcelBroker accepts no responsibility for failed collection from access and service points. Please obtain a receipt for the goods you have dropped off.
5.15 Our couriers cannot collect direct from stands at exhibition halls or trade fairs in any circumstances. Collections can be made from the logistics agent managing the exhibition/fair only.
6.1 ParcelBroker can only deliver to (and collect from) a full street address. We cannot deliver to PO Box, BFPO, APO, FPO or any other Post Box addresses. If a consignment is collected and returned for this reason, no refund will be given.
6.2 All deliveries are made between Monday and Friday (excluding those booked on Saturday services), usually between the hours of 09:00 and 17:30. Shipments booked on AM deliveries may be attempted before 09:00.
6.3 The couriers we use are contracted to deliver the address you nominate. They are not contracted to deliver to a specific person.
6.4 On occasion our carriers may subcontract to a third party courier to deliver to destinations they do not cover. This may add up to 3 working days to quoted transit times. Both ParcelBroker and the third party courier are protected by all the terms of these terms of service.
6.5 ParcelBroker is not able to proactively monitor your shipments for you. It is your responsibility to monitor your tracking information and advise us of any irregularities.
6.6 With the exception of orders booked on our dedicated UK pallet services, delivery drivers cannot make phone calls prior to or upon delivery.
6.7 In the event that there is nobody at the delivery address when delivery is attempted, goods may either be left with a neighbour, delivered to a nearby retail or access point, left in an outside location deemed safe by the driver on the property (service dependant) or returned the shipment to the local depot. The carriers we use will usually leave a calling card advising of the action that has been taken but this is not guaranteed.
6.8 Please note; for all overseas shipping, a local contact phone number must be supplied for the recipient. Our carriers will not call a UK or any other international phone number. Refunds will not be given for goods returned due to missing or incorrect contact details.
6.9 The reliability of consignee contact details is not assumed by ParcelBroker. If a consignment is delayed or returned to the shipper because contact could not be made with the consignee, ParcelBroker will not be held accountable. No refund will be given in such instances. The shipper will be liable for return charges.
6.10 Up to three delivery attempts will be made for each consignment depending on the service. If unsuccessful the consignment will be returned. Return charges will be associated with the account holders ParcelBroker account.
6.11 It is your responsibility to track all orders and contact our offices prior to the return to rectify any issues. Once returned the item will not be re shipped free of charge, as delivery has been attempted completing the agreed contract.
6.12 Deliveries booked on our dedicated UK pallet services will incur a redelivery surcharge (one per pallet space) if the destination address is incorrect, is closed, vacant, or unwilling /unable to accept the shipment on the first delivery attempt.
6.13 Transit times quoted by ParcelBroker are not inclusive of time taken to clear goods through customs.
6.14 Delivery drivers are not obliged to manually lift parcels exceeding 25KG in gross weight unassisted. If your item exceeds 25KG, please ensure you have the physical or mechanical capability to assist the driver with loading.
6.15 Our couriers cannot deliver direct to stands at exhibition halls or trade fairs in any circumstances. Deliveries must be made to the logistics agent managing the exhibition/fair only.
7.1 All exports travelling to destinations outside of the European Union are subject to customs clearance (this excludes documents shipped on our document services).
7.2 When booking with ParcelBroker, you are pre-paying for the transit of your consignment only. Import duty/taxes may be applied by local customs authorities which must be paid by the importer before or in some cases after delivery is made.
7.3 ParcelBroker is not liable to pay any customs charges that may arise. All shipments sent via our services are sent DAP (Delivered at Place) unless otherwise agreed in writing prior to collection of the shipment.
7.4 All exports to destinations outside of the European Union require a customs invoice. Depending on the commodity shipped, the destination or the reason for shipping, further information and supplementary documentation may be required.
7.5 ParcelBroker can offer basic advice and assistance on export matters but it not an official point of authority on customs procedures.
7.5.1 Our customers’ knowledge of customs procedures is not assumed. It is your responsibility to familiarise yourself with customs formalities and regulations in the destination country that you are shipping to before shipping.
7.5.2 It is the exporter’s responsibility to ensure all export documentation is present and correct. We recommend either contacting HMRC or the consulate or customs authority of the destination country to ensure all paperwork requirements are met prior to shipping.
7.6 ParcelBroker has no association with, or influence or control over; charges, delays, decisions or any other action taken by local customs authorities. For this reason we cannot query or dispute any decisions made by local customs authorities on behalf of the importer.
7.7 ParcelBroker reserves the right to pass on unrecoverable customs charges to the ParcelBroker account holder concerned.
7.8 Customs authorities may seize, destroy or return goods back to the sender for any reason. Common reasons include; prohibition of the goods shipped, export restrictions, incorrect or insufficient paperwork or non-payment of import duties/taxes. Claims for loss, damage or delay will not be accepted in such instances.
7.9 Documents shipped on our document service are not subject to customs clearance. A customs invoice is there not needed. Supplying one may cause confusion and in turn delays. ParcelBroker cannot be held responsible for any delays or charges applied by customs authorities for this reason.
7.9.1 Our document services cannot be used to ship any products or commodities. They must be used for shipping documents only. ParcelBroker will not be held responsible for customs delays or any other outcomes if commodities are shipped via our document services.
7.10 Consignments that exceed the value of £4,699 may be delayed as they will require further documentation for clearance.
8.1 All pay as you go shipping payments are taken via our website only. We do not accept payment via phone or post.
8.2 Payment is taken by ParcelBroker’s automated payment system at the end of the booking process. Payment can be made by:
8.2.1 All major UK credit and debit cards at the time of booking (Pay as you go). Cards can be saved by our secure payment processor ready for repeat orders. Please note; all card details are securely encrypted, we have no access to these details.
8.2.3 Pre-pay top-up. This allows account holders to load pre-paid funds onto their online ParcelBroker account. We accept top-up payments via BACS, all major UK credit and debit cards and PayPal. Pre-paid funds can only be used to pay for an order in full, these funds cannot be used for part payments. The minimum top-up amount is currently £20.00. Top-up deposits will not be added to your ParcelBroker account until the transaction has been verified as successfully cleared so please contact us once a transfer has been made.
8.2.4 Credit account. ParcelBroker reserves credit facilities for business users only. Credit account users agree that all invoices will be paid on the last day of the month following the one in which the invoice is dated. Unless where otherwise agreed, late payments are subject to Statutory Interest in governance with the Late Payment of Commercial Debts (Interest) Act 1998. To be eligible for a credit account, applicants will have a weekly spend in excess of £250 (exc. VAT).
8.3 Whilst we are confident that our customers make every effort to ensure that their declarations are accurate, we know that mistakes are sometimes made. For orders paid for by PayPal, we require an active billing agreement to be in place for up to 21 days after delivery in case a discrepancy in size, weight or other booking information is hi-lighted by our suppliers.
8.4 ParcelBroker reserves the right to refuse, refund or request supporting documents to qualify any payments made through our automated systems. Failure to comply with reasonable requests for supporting documentation may result in early termination of the contracted services.
9.1 Up until the time that a consignment is collected, you reserve the right to cancel an order and receive a full refund minus any collection attempt charges that may apply.
9.2 Refunds are usually processed the same day but may take up to 72 hours to authorise in some cases. Payments will be returned via the same method of payment used to originally pay for the order. Refunds cannot be made to any other person, card or account other than that which was used to pay for the order. Once processed, refunds are instant. The time taken for funds to reach your account will be dependent on your bank.
10.1 On occasion, surcharges may be charged to the ParcelBroker account holder. These charges are payable in addition to the costs pre-paid for the carriage of a shipment. Surcharges represent additional costs incurred by ParcelBroker from its carriers that are relative to your shipments, or administrative costs suffered by ParcelBroker. Please click here to view a common list of surcharges that may be applied during the booking process or during or after delivery. Surcharges will be confirmed in writing by email to the account holder.
10.2 All surcharges are charged in line with the current tariff of the carrier in question (if not subsidised by ParcelBroker) and are subject to UK VAT where applicable.
10.3 If surcharges are not settled or queried (with evidence demonstrating that the surcharge is undue) within 5 working days of being raised, the amount will be charged directly to the original payment method used when your order was booked.
10.3.1 Where surcharges exceed £100.00 or where surcharges are applied to orders paid for with a pre-paid card, surcharges will be automatically billed to the original payment method used. A five day notice period will not be given in these instances. This will not affect your right to dispute a surcharge.
10.4 Goods may be held, returned to our office, sold or auctioned to recover any unpaid charges owed by the shipper.
10.5 Brokerage services are provided by the couriers we use at no extra cost for routine customs clearance. On occasion, your import or export may require the couriers’ brokerage teams to perform additional duties which attract a supplementary charge. These are charged in line with the respective carriers’ latest tariffs. For more information on these surcharges, please click here.
10.6 If you wish to query a surcharge, you may write to ParcelBroker via email stating your query and provide any evidence to support your query. ParcelBroker will forward your query to the relevant carrier on your behalf. Please note; ParcelBroker has no authority to override the carriers’ final decision.
11.1 If your shipment is delivered later than quoted you may be entitled to a partial refund of the shipping costs paid. Claims for late delivery must be brought to our attention within 10 days of delivery.
- Late parcel deliveries shipped on time specific services (such as pre 9AM) will either be credited down to the cost of the lesser service received (e.g. by 12PM) or a 25% refund of the shipping costs will be given (whichever the greater amount). On all other parcel services you may request a 25% refund of the shipping costs paid.
- Late pallet deliveries will been credited down to the lesser service received.
11.2 Claims for damaged, lost or late deliveries will be refused if occurring under any of the following situations:
- Insufficient packaging/Incorrect labelling
- Prohibited contents
- Consequences of war
- Force Majeure (an unforeseeable or natural phenomenon which involves no human agency, is not realistically possible to guard against, is due directly and exclusively to natural causes and/or could not have been prevented by any amount of foresight, plans, or care).
11.3 Transit times quoted by ParcelBroker are not inclusive of time taken to clear goods through customs.
11.4 If the box or packaging is clearly damaged on delivery, it is of paramount importance that the recipient signs for the delivery as 'DAMAGED', otherwise any claim for damage will be refused. It is the shipper’s responsibility to inform the recipient of these Terms and Conditions.
11.5 Recipients must sign 'UNCHECKED' for any delivery that he or she is unable to check when the driver delivers.
11.6 In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered and at the address it was delivered to. If an inspection is required and the item is moved, put to use, repaired or otherwise altered or if the packaging is not retained, claims will be rejected.
11.7 Any claim resulting from goods that are not packaged to a professional standard will be rejected. All items must be packaged in double walled cardboard shipping containers with at least 5 centimetres of appropriate cushioning materials between the goods and the outer walls of the box.
11.8 Any item traveling through our services must be able to withstand a short drop. Fragile items should not be sent through our services. Any item that is damaged as a result of a fall or other impact with the external packaging intact will be declined as the damage will either; not have occurred in transit or the internal packaging will not have been sufficient to protect the product.
11.9 Claims for damage will not be accepted for any goods described as damaged at the point of booking.
11.10 Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated or damaged in transit. The same applies to any goods packaged inside suitcases, holdalls, duffel bags or any similar container.
11.11 If adhered to, our packaging guidelines are designed to assist customers in preparing their items to withstand the four main types of stresses parcels are subject to in an express courier network (shock, compression, vibration and atmospheric). The industry standard tests are conducted by the "International Safe Transit Association" and in particular test 3A which applies to individual parcels up to 68kgs. Claims for goods that do not comply with our Packaging Guidelines will not be accepted.
12.1 Each service comes with a limited amount of inclusive liability (transit cover). If you require extended liability (maximum £1,000 cover per consignment), it must be purchased at the point of booking. You must check our prohibited items and items with limited liability list to ensure your goods qualify before purchasing extended liability. You can check this here.
12.2 Extended liability replaces the inclusive liability. It is charged at 2% of the declared shipment value. In the event of a claim and when covered, you may request recompense for any value up to the declared shipment value. Please note; a shipment is covered for the cost (not resale) value of the goods only. Extended liability is automatically added to each shipment booked based on the value declared. If it is not required you should opt out at this point in the booking process.
12.3 Cover applies per consignment only and not per parcel within a multi parcel consignment.
12.4 Claim applications for third to fourth party shipments (drop shipping) will not be accepted under any circumstances.
12.5 When making a claim, you are claiming against ParcelBroker. You cannot claim against our carriers directly. Any attempt to claim against our carrier directly will void any claim with ParcelBroker for that shipment. ParcelBroker will not accept claim applications from any party other than the registered ParcelBroker account holder who placed the order.
12.6 Claims must be accompanied the following supplementary evidence before they can be assessed:.
- Photographic evidence clearly demonstrating the damage to the goods (for damage claims only).
- Photographic evidence clearly demonstrating the internal and external packaging used (for damage claims only).
- A cost invoice proving the cost value of the goods (if lost or irreparable) or a company headed /stamped repair bill or quote (if repairable).
12.7 Where compensation is given for damaged goods that cannot be repaired, ParcelBroker will take ownership of the damaged goods.
12.8 Deadlines for claiming for damaged and lost goods:
- Receipt of damaged goods must be brought to our attention within 5 business days of delivery.
- Non-receipt of goods must be brought to our attention within 12 business days from the date of collection.
Failure to meet these deadlines will result in a claim application being rejected. We may require up to at least 21 calendar days to review all details of a claim before the claimant is contacted.
12.9 ParcelBroker’s Claims Department reserves the right to contact all involved parties during claim investigations, including the shipper, receiver, supplier or any other connected third party.
12.10 Any details entered on the claims documents must be clear, accurate and known to be true to the best of the claimant’s knowledge. Providing false or misleading information will be taken seriously and may be passed onto the Crown Prosecution Service and reported under the Fraud Act of 2006.
12.11 If a package or consignment is under declared in size or weight, any and all transit cover will be null and void.
12.12 In the event of a claim settlement, payments will be made via cheque or BACS transfer. Payments can be made to UK bank accounts only.
13.1 Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with ParcelBroker.
13.2 ParcelBroker’s liability is limited to the shipping costs paid to us and to the cost value of the goods shipped if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss (including labour or associated costs) or damage arising out of any problem in relation to the service you ordered.
14.1 If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
15.1 These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
16.1 These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.
17.1 You agree that you shall not use the words 'Parcel Broker', 'ParcelBroker.co.uk', 'ParcelBroker' or any variant that includes the word 'ParcelBroker.co.uk' or may be confused with it on Google Adwords, Bing Ads or any similar internet advertising service. Any use of these terms would be in breach of our registered Trademark and legal action will be taken to protect ourselves.
These are additional terms of service for freight forwarders and other third party shipping agents using ParcelBroker’s services. These terms take precedence wherever they may conflict with the terms outlined in other sections. Any breach of these terms may lead to suspension of certain services or termination of your account.
18.1 Subject to written request, ParcelBroker may choose to work with selected freight forwards /third-party shipping agents, provided that all collections booked with us are collected from premises associated with that business or owned by the account holder.
18.2 Freight forwarders and other third party shipping agents using ParcelBroker’s services must provide full and accurate descriptions of all goods shipped.
18.2.1 You cannot ship any hazardous/dangerous goods with ParcelBroker under any circumstances. Please refer to our prohibited items list for information on other goods prohibited from our services.
18.3 ParcelBroker accepts no liability or responsibility for goods shipped by freight forwarders/oh3er third party shipping agents.
18.3.1 Claims for damage or loss of goods or for delayed deliveries will not be accepted or considered.
18.3.2 Under no circumstances should you or your customers attempt to claim against a carrier directly.
18.4 When using our services, you hold contract with ParcelBroker and not our carriers. All contact and queries must be directed through ParcelBroker who will in turn contact the relevant carrier on your behalf if necessary.
18.4.1 ParcelBroker will liaise with the account holders only. Customer service is not extended to your customers.
18.4.2 Your customers are not permitted to contact the carriers regarding shipments arranged through ParcelBroker.
18.5 Collections and deliveries are not proactively monitored by ParcelBroker. Unless where otherwise specified, collections and deliveries can take place at any time of day, usually between 09:00 and 17:30.
18.6 It is essential that only the shipping documents ParcelBroker provides are used. Costs associated with the use of any other shipping documentation will be charged in full to your ParcelBroker account.