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FAQ - Frequently Asked Questions

International Delivery and Moving Knowledge Base

QUESTIONS & ANSWERS
About parcel delivery, pet transportation, removals, pallet transportation

Delivery company customers usually have a great many questions on package delivery and removals.

We’d now like to set things straight and answer all your questions.

This will make our work easier too, but it’s also our obligation as we’re the most reliable small enterprise in the package delivery business.

(We can safely make the above statement as our clients regularly praise us for our reliability and give us nothing but positive reviews.)

So, you’re welcome to browse the Parcel Delivery and International Removals Knowledge Base – where you’ll get answers to all your questions!

MAKE SURE TO READ THE KNOWLEDGE BASE FIRST as it is:

FASTER: we can’t answer the phone every time, but you’re sure to find the answers to your questions here!
MORE ACCURATE: as the Latin proverb goes "Verba volant, scripta manent” – Spoken words fly away, written words remain. You can read about all the important issues here!
CHEAPER: we have thought of every question you could ever ask! Think of your phone bill, man! :-)

Oh, and one more thing: it is BETTER for us, too if you use the online knowledge base because
we’ll have more time and energy to take care of your parcel!

 

THANKS A LOT IN ADVANCE FOR USING THE KNOWLEDGE BASE TO STAY INFORMED!

 

 

 

 


BEFORE WE START:

 

Top features of our parcel delivery service:

 

DOOR-to-DOOR DELIVERY!

SENDING:
You don’t have to take your parcel anywhere to send it as our courier will collect it at the specified address and will always call the Sender before collecting about timing!

DELIVERING:
You don’t have to go anywhere to collect your parcel because our courier will deliver it to your doorstep and will notify the Recipient by phone before the actual delivery about timing!

The delivery fee is to be paid upon sending or upon delivery in cash.

 

Warning! We deliver door-to-door but in some cases it may happen that one of our subcontractors collects or delivers the parcel to and from your doorstep. This of course does not affect the delivery fee and the delivery time as we have a special business agreement with the partner delivery company guaranteeing the most advantageous conditions. Such terms are offered to full-time partners only. Occassionally, we choose to work with partner companies to provide the most affordable and the fastest delivery services to you!

 

 

NON-STOP, 24hr DELIVERY!

Our couriers cover vast distances through many countries, driving from one address to the next. It is impossible to foretell where they’ll be minute by minute, which means they can arrive at your address any time: 0-24hrs.

However, a few hours before collecting and delivery, the courier will ALWAYS notify the Sender and the Recipient by phone!

So you don’t have to stay at home all day,

JUST MAKE SURE YOU’VE GOT YOUR CELLPHONE TURNED ON,

so that the courier can inform you what time he’s gonna be there!

 

 

WE ship EVERYTHING!

People often enquire whether we deliver this or that kind of item. YES, as a matter of fact WE CAN DELIVER ANYTHING!

Yes, our company is known for the fact that -as opposed to big multinational companies- we really deliver ANYTHING and EVERYTHING.
Your item can be big or small, fragile or shatterproof, it can be a pet (a dog, a cat, or anything else) even a bicycle or a motorcycle!

Apart from individual requests, our main delivery item categories are:

 

1. International Removals

2. Parcels, Boxes and Packages

3. Cats, Dogs and Other Pets

4. International Pallet Delivery Services

5. Motorcycles, Scooters

6. Bicycles and Fitness Equipment

7. Pieces of Furniture

8. Fragile Items, Electronics and so on

9. Antlers, Horns and Other Hunting Trophies

10. Auto Parts

11. Products from Ebay

12. Fragile Musical Instruments

 

 

 

DOOR-TO-DOOR

 

EVERY WEEK

 

ACROSS EUROPE

 

Parcel delivery and removal services means the delivery of virtually every kind of item except for hazardous and excisable goods.

Because of the border crossings the sender has to specify the nature of the goods to be sent.

You can find a detailed list of goods we deliver on a regular basis: http://www.moveandparcel.eu/top-450-szallitott-aru.html

 

 

We operate ROUND-THE-CLOCK!

In 90% of cases,  it takes us 5-7 days (upon order placement) to collect your parcel and deliver it to the recipient.

This means we can plan the pickup and delivery routes and our couriers can head out to collect the parcels and deliver those we’ve already collected in our warehouses. Our courier travels from address to address based on geographical location until he finally reaches you. A few hours before the pickup the courier will contact you by phone and he’ll inform you about his E.T.A. (estimated time of arrival).

The above schedule is applicable to parcel delivery and international removals.
Our pickup-truck couriers meet the sender and the recipient as well.
Palletised goods are transported to and from out warehouses by lorries.

In 10% of cases it may take more than 7 days to collect and deliver a parcel. This mostly happens if you are sending a special item, something that cannot be transported by lorries: non-boxable items, large items, pets (dogs, cats), bicycles and motorcycles. Such items take special care and attention so we only take such deliveries in our private pickup trucks. In these cases we make a round trip between Hungary and Ireland, that’s 7.000kms, and it takes 7 days. Such round trips are only done once a month as our couriers work locally most of the time, covering thousands of kilometres in Ireland, England and Hungary.

 

 

WHEREVER the destination or the origin is, we deliver it WHERE you want!

Our delivery services mainly cover the the following areas:

Our services are available all over Ireland, Northern Ireland and Hungary,
plus Luxemburg, Belgium, the Czech Republic and Slovakia.
 

In England and Wales we operate in and around the following cities:
Liverpool, Stoke-on-Trent, Birmingham, Coventry, Nottingham, Northampton,
Bedford, Milton Keynes, Cambridge, Luton, London, Maidstone, Ashford, Dover,
Manchester, Reading, Telford, Derby, Rugby, Corby, Holyhead, Bangor, Llandudno,
Chester, Leicester, Redditch, Oxford, Woking, Guilford, Crawley, Gillingham, Canterbury.

In other EU countries we operate in and around the following cities:
Calais, Brugge, Gent, Brussels, Antwerp, Leuven, Hassel, Genk, Liege, Maastricht,
Eindhoven, Aachen, Cologne, Bonn, Koblenz, Frankfurt, Mannheim, Stuttgart, Nurenberg, Munich,
Linz, Vienna, Graz, Prague, Brno, Bratislava, Komarno, Kosice, Satu-Mare, Oradea.

 

We frequently diverge from the above mentioned places to extend our operations to more remote areas as well.

These small detours are usually about 50-100kms and the extra charge is 0,3 € / km.

 

IMPORTANT NOTICE! APART FROM THE AREAS LISTED, we can have our partners collect your parcel ANYWHERE IN EUROPE and we can deliver it wherever you want!

 

1. PARCEL DELIVERY BASICS

 

PARCEL DELIVERY HAS 5 BASIC FACTORS:

 

1. PLACE OF ORIGIN,
or the sender’s exact address.

2. DESTINATION,
or the recipient’s exact address.

3. CARGO,
or the exact details about the item you want to send: nature, weight, size, type of packaging and other options.

4. TIME,
when you can send the parcel, and when you want it delivered.

5. COST,
or the price you have to pay for the delivery, the discounts you can take and the time of payment.

 

2. The importance of giving the right address

1. What to pay attention to when giving the address of the sender and the recipient?

THE MOST IMPORTANT THING IS TO GIVE AS MANY CONTACT OPTIONS AS POSSIBLE!
It is absolutely essential that you specify at least 2 (preferably moblie) phone numbers for the sender (or somebody close to the sender: a flat-mate, a friend, a co-worker or a relative). Give both work and home numbers!

 

2. Where can I send or collect my parcel?

We deliver door-to-door but iwe also have drop-off and pick-up locations for your convenience. There are such Moveandparcel points in Hungary, Ireland and England, where us can send or collect parcels.
Here’s a list of Moveandparcel’s drop-off / pick-up locations.

 

3. How can I help you find my address faster?

We use modern GPS navigations systems but sometimes we have a hard time finding certain addresses.

There’re usually no problems with Hungarian addresses, however the English and Irish address system quite often shows a total absence of reason.

So help us find you faster! Describe the exterior of the building you live in: its color, its name, the color of the fence, if there’s a billboard or large sign on or around it (and what it says) etc. Trust me, it can be pretty exhausting to wander around trying to find an incorrect address. Thank you for giving us a detailed description!

 

4. Who can send or receive a parcel?

Anyone you trust can send or receive it.

If you think that the delivery’s going to be problematic, you should ask your neighbor or give an alternate address that we can deliver the parcel to.

 

5. What happens if the sender or the recipient are unavailable (the courier can’t reach them by phone)?

Our couriers usually call the sender and the recipient 4-5 hours before arrival. The itinerary contains both the sender’s and the recipient’s address and contact details, but if they are unavailable the courier doesn’t have to go to the address. So always have your cell-phone on and at hand if you’re going to send or receive a parcel! If you’re unavailable you may have to wait up to a week for the courier to come again!

3. Delivery item categories

6. Types of items we deliver

Apart from individual requests, our main delivery item categories are:

 

1. International Removals

2. Parcels, Boxes and Packages

3. Cats, Dogs and Other Pets

4. International Pallet Delivery Services

5. Motorcycles, Scooters

6. Bicycles and Fitness Equipment

7. Pieces of Furniture

8. Fragile Items, Electronics and so on

9. Antlers, Horns and Other Hunting Trophies

10. Auto Parts

11. Products from Ebay

12. Fragile Musical Instruments

 

 

 

DOOR-TO-DOOR

 

EVERY WEEK

 

ACROSS EUROPE

 

 

7. Can I send plants?

We advise against sending indoor plants thousands of kilometres away. Most plants are sensitive living beings and are hard hit by a succession of changes in temperature and humidity. Also, it’s rather difficult to wrap up a plant in a way that it doesn’t get damaged. Even if you put it in a cardboard box, it could tip over easily.

But of course, your goal is our priority so in exceptional cases we’ll help you with transporting plants as well.

 

8. Can I send things in glass bottles and jars?

NO! IF YOU’RE THINKING ABOUT TRANSPORTATION, PLEASE FORGET ABOUT GLASS! USE PLASTIC CONTAINERS AND BOTTLES INSTEAD!

If you want to send something liquid (jam, beverage, non-perishable liquid food) seal it up tightly in a plastic bottle or container.

Yes, you can put jam into a plastic container, it won’t go bad in a week if you seal it tightly and with care.

Of course we won’t play rugby with your parcel and we’re not gonna jump on it either but it’s going to travel thousands of kilometres among other parcels so it’s gonna be pushed around a bit. In fact, it’s quite possible for glass containers to crack upon packing and then even a tiny bit of pressure can break it into pieces.

Be advised: if you decide to send a glass bottle or container, we can take absolutely no responsibility for the condition of glass or porcelain container itself and if the liquid damages other parcels you’ll be liable for damages. These conditions are included in our Terms and Conditions Service Contract and all of our clients have to accept them before they can use our services.

 

9. How big is your pick-up truck?

We use Fiat Ducatos, each one has a cargo space of 13 m3, and can carry 1500 kgs of cargo.

If necessary we can provide a bigger truck.

 

4. Weight and volume measurement

10. How can I measure my parcel?

A simple bathroom scale will work just fine, you can measure any parcel with it.
Step on the scale and check your body weight. Remember the number.
Step on the scale again but with the parcel in your hand. Remember the number.

Subtract the first number from the second and voila: you’ve got the exact weight of your parcel!

 

11. How can I find out if the parcel is oversize or not?

When sending a parcel, you must consider its volume as well.

If the volume of the parcel is bigger than the corresponding volume limit, there is a 20-140% extra charge to be paid.
You can calculate the volume of the parcel by multiplying its 3 dimensions (its width, length and heigth) measured in cms.
For example: 30cm X 40cm X 50cm = 60.000 ccm

When collecting your parcel, the courier is entitled to weigh and measure it, calculate its volume and charge an extra fee if it is oversize.

 

LIST OF CORRESPONDING VOLUME LIMITS:

Parcel categories: 0-10 kg 11-15 kg 16-20 kg 21-25 kg 26-30 kg 31-35 kg
Maximum size: 50.000 ccm 75.000 ccm 100.000 ccm 125.000 ccm 150.000 ccm 175.000 ccm
< 50.000 ccm 0%          
50.000 - 75.000 ccm 20% 0%        
75.000 - 100.000 ccm 40% 20% 0%      
100.000 - 125.000 ccm 60% 40% 20% 0%    
125.000 - 150.000 ccm 80% 60% 40% 20% 0%  
150.000 - 175.000 ccm 100% 80% 60% 40% 20% 0%
175.000 - 200.000 ccm 120% 100% 80% 60% 40% 20%
> 200.000 ccm 140% 120% 100% 80% 60% 40%

 

 

12. Are there any volume / mass restrictions?

Yes, there are.
A 1 m3 of shipment may weigh minimum 75 kgs. If it’s less than 75 kgs we calculate the delivery fee based on a 250 € / m3 basis.

 

 

13. Does the courier always weigh and measure the parcels?

Our couriers are ’hardened veterans’ and they do their work with great care and precision.
They have a long-standing routine for collecting parcels so they do not weigh and measure parcels in every single case.

In many cases they know by holding, carrying and looking at the parcel’s dimensions if the data given is correct or not.

 

 

14. What if my data and the courier’s measurements are different – which one is relevant?

The courier measures the parcel and takes its actual weight and writes it on the order form. If the parcel is heavier, the customer has to pay the delivery fee based on the price-list. If the size of the parcel is bigger than the corresponding volume limit, you have to pay 20-140% extra.

Packages are measured on the pick-up site or centrally, customer pays the shipping cost based on pricing and Shipping Conditions, so it is always the real quantity shall prevail.

 

 

15. What if the parcel is heavier than specified on the order form?

The courier measures the parcel and takes its actual weight and writes it on the order form.

If the parcel is heavier, you have to pay the delivery fee based on the price-list.
If the size of the parcel is bigger than the corresponding volume limit, you have to pay 20-140% extra.

 

5. Delivery insurance

16. Should I get insurance?

We do everything we can to deliver your parcel intact but you should be aware that anything can happen in road traffic. We value our clients – that’s why we recommend delivery insurance against unforseeable events.

 

17. What terms and conditions apply to delivery insurance?

You can get delivery insurance based on parcel value. It costs 15 Euros per 200 Euros of parcel value.
If your parcel gets damaged and it is the courier’s fault, we pay damage compensation.

Maximum insurable value is 2000 Euros. For the maximum amount of compensation paid consult the below list.
The compensation is payable on presentation of a receipt that proves the item’s value and genuineness.

The amount of damage to the parcel is set by mutual agreement between the company and the client.
 

6. The importance of packaging

18. What packaging material should I use?

We recommend: cardboard boxes, banana crates, suitcases, bubble wrap. Our couriers will refuse to take your parcel if it is not packaged or if it is put in plastic garbage bags.

 

19. What if the courier finds fault with the packaging?

In such cases the courier will warn the sender that the packaging in inadequate or damaged. If the sender fails to take care of proper packaging on the spot, the courier will take note of that on the freight bill to exclude any further claims. The courier may even refuse to accept an improperly packaged parcel if he so chooses!

 

20. Who should package the parcel?

In 99% of cases our clients package their items.
We prefer to have it this way because you definitely have more time than we do.
With more time on your hands you can package your stuff more carefully.

 

21. Can I seal the parcel or does it have to be open when giving it to the courier?

Parcels sent from Hungary have to open to be accepted for delivery. We do not assume or presuppose anything and we aren’t prejudiced in any way but we have to make sure that the parcel doesn’t contain any dangerous, illegal or excisable goods.

 

22. So should I use cardboard boxes?

BINGO! Use cardboard boxes, just make sure you tape the box edges tightly!

 

23. Can I use plastic bags?

NO! Think about it: your things will be travelling thousands of kilometres. If you do not package them carefully they’ll be damaged.

We don’t jump on your parcels, nor do we throw them around, but if they are not securely packaged we’d rather not take them at all.

It’s quite easy to get a few boxes from the corner store. Go and pick up some now!

 

24. How big should the cardboard box be?

No rules on size, it can be as big as you want. There’s only one condition: one box cannot exceed 30kgs in weight. This is to protect the courier’s health in compliance with the EU legislation on work safety.

 

25. Should I use 1 big box or 2 smaller ones?

The size of the box depends on the amount of goods to be sent.
Bear in mind that it is easier to fill 2 smaller boxes than a big one!
Smaller boxes have stronger walls than bigger ones.

Also, smaller boxes are much easier to handle.
We advise you to use a number of smaller boxes.

 

26. How should I package a big screen TV?

Put a piece of thin fibreboard or plastic board in front of the screen and wrap the whole TV in bubble wrap. We’ve delivered dozens of large-screen TVs and all of them arrived at their destinations without a glitch!

 

27. How to package like a pro? Any hints, tips, ideas?

Sure! Here are some ideas for safe and secure packaging:

- Place heavy stuff at the bottom and put lighter stuff (clothes etc.) on top!

- Mark the box with an arrow to indicate which is the top side of the box! You can also write the words ’top’ and ’bottom’ on the box!

- Put small and fragile items in the middle, among the clothes!

 

28. Do I have to list every single item in the package?

Because of the border crossings is is ESSENTIAL that you specify the contents of your parcel upon placing the delivery order!

You don’t have to make a detailed list, it’s enough to use category names e.g. clothes, shoes, kitchen utensils, etc.

If there’s some special item requiring special handling, you should indicate it in the contents box on the delivery form when placing the delivery order!

 

29. Why should I pay special attention to packaging?

The importance of packaging cannot be overemphasized!

Secure packaging is the best way to make sure that the items in the package remain intact and you are the person take care of the packaging.

We can do it for you, but in that case the courier’s time will cost you 10 Euros/hour.
Although our couriers are packaging experts, they are in a constant hurry, so you are better off taking care of it yourself.
So, all in all, spend enough time on safe and secure packaging!

 

30. How to package fragile items?

You should wrap fragile items individually within the parcel!
That means you should for example, wrap fragile plates, vases and cups in newspaper, then place them carefully into a cardboard box and put chunks of crumpled paper among them. Write FRAGILE on the box in capital letters and use a vivid color!

 

31. How big is the risk of damage to my things?

Although we handle the parcels very carefully, the risk of damage, no matter how small, is still there.
It is just a part of the business. The devil never sleeps, so to speak, especially when it comes to technology.
The way to minimize such risks is by proper packaging and this is the client’s responsibility.

 

32. How to package machines, tools and other technical appliances?

Of course the manufacturer’s original packaging is the best solution.

It’s worth keeping the original cardboard boxes at least: just fold it up and stow it somewhere.
If you dont have the original packaging, try to get hold of a similar size box.

If you can’t find a box, wrap the item in bubble wrap and tape it tightly.

Make sure there’s still a firm grip on the parcel so that it’s still easy to move!

 

7. Schedule

33. When’s the next delivery?

We deliver every week of every month!

GENERAL SCHEDULE:
Hungary and Ireland: Saturday and Sunday 0-24
Other countries: Monday-Friday 0-24

We define delivery weeks, which form the basis of our delivery schedule.

 

34. When can I send my parcel?

Usually, 2-15 days pass between the collection and the delivery of a parcel.
If you know exactly when you’d like your parcel delivered...

you should send it at least one week before the desired delivery date!

The date of sending/collection depends on:
- when can you get your parcel packaged,
- when are you home to meet the courier,
- when would you like the courier to come to the addressee by?

 

35. What do I need to get my parcel delivered in 1 week?

Parcels collected before 8:00 AM on Friday are delivered the following week.

 

36. When does the courier collect my parcel?

Our schedule is awfully simple:
We collect parcels on Friday, Saturday or Sunday!
On the other days of the week the parcels travel 2-3000kms in the cargo hold of a lorry.

 

38. When will my parcel arrive?

The time it takes to deliver your parcel depends on the distance between the sender and the recipient,
but in 2-7 days from the collection usually all parcels get delivered.

Average delivery duration on the longest route (that is between Hungary and Ireland) is 2-15 days.
The closer the sender and the recipient are to each other, the faster the parcel arrives.

 

39. I’d like express delivery! What should I do?

You better call us and we can tell you immediately whether we can arrange an express delivery at the moment!

 

40. Can I place a delivery order at any time?

Yes, you can! Our system takes delivery orders 24/7, and we usually process them in 12 hours!

 

41. Can I cancel or change my order?

That depends on the stage your order has reached.
Log in to your profile and click on ’Orders’ in the ’My Account’ section.
Here, you can check the status of your order.
If it’s open, you can still cancel or change it, but please get in touch with us immediately by clicking on ’Contact M&P’!

If it's not open, it means your parcel is already on its way, to the agreed destination.

 

8. Pricing, discounts

42. What does the shipping price depend on?

1. DISTANCE - how far your parcel has to be carried?
2. WEIGHT - how much does your parcel weigh?
3. SIZE - how big is your packaged parcel?
4. INSURANCE - would you like to get your parcel insured?
5. TIMING - when can you place the delivery order?

 

43. How big is the area covered by our company?

Our company uses a well-established shipping route that’s evolved in the past 5 years.
The route covers our shipping and delivery area and enables us to make quick and low-cost deliveries.

95% of the senders and recipients are located on or around our shipping route.
Of course, we operate all over Europe with the help of reliable partner companies,
but our services are the cheapest and the fastest in the area covered by our established shipping route.

 

44. So what areas does your established shipping route cover?

Our services are available all over Ireland, Northern Ireland and Hungary,
plus Luxemburg, Belgium, the Czech Republic and Slovakia, England, Netherlands, Germany, France, etc.
 

In England and Wales we operate in and around the following cities:
Liverpool, Stoke-on-Trent, Birmingham, Coventry, Nottingham, Northampton,
Bedford, Milton Keynes, Cambridge, Luton, London, Maidstone, Ashford, Dover,
Manchester, Reading, Telford, Derby, Rugby, Corby, Holyhead, Bangor, Llandudno,
Chester, Leicester, Redditch, Oxford, Woking, Guilford, Crawley, Gillingham, Canterbury. ETC

In other EU countries we operate in and around the following cities:
Calais, Brugge, Gent, Brussels, Antwerp, Leuven, Hassel, Genk, Liege, Maastricht,
Eindhoven, Aachen, Cologne, Bonn, Koblenz, Frankfurt, Mannheim, Stuttgart, Nurenberg, Munich,
Linz, Vienna, Graz, Prague, Brno, Bratislava, Komarno, Kosice, Satu-Mare, Oradea. ETC

 

Other countries and cities:
With international partnership we’ve been providing full European coverage since 1st October, 2009.

So choose us if you need affordable, fast and secure door-to-door package delivery or removals in Europe!

 

45. What is the extra charge to pay for deliveries outside the area covered by your delivery route?

Every 20th delivery destination is outside our covered area.
If the pick-up or delivery destination of your parcel is outside further away from our delivery route

we’ll charge you an extra fee of 0,3 €/km.
Taking a detour not only costs us more fuel but time too, which means that the entire delivery schedule has to be altered.

Don’t worry though, the detour is usually no more than 50-100kms, which translates to a surplus charge of 15-30€.
15-30€ is more than worth the convenience of door-to-door delivery!

 

46. How and when can I pay?

There are 3 ways to pay for our services:
- In advance: you can pay the courier in cash at the time of pickup. (EU, GBP, HUF),
- Afterwards: you can pay the courier in cash at the time of delivery. (EU, GBP, HUF),
- In advance via bank transfer. (there is no card terminal with our couriers.)

 

47. Do I get a receipt of the delivery?

Of course you do.
We can give you VAT-free EU receipts – all we need is your company’s community tax number.
We can also give Hungarian VAT-inclusive receipts to Hungarian companies.
If you need a receipt and tell us about it in advance, our courier will deliver it to the sender or the recipient.
We can also send the receipt by mail to the specified postal address.

 

 

50. Can I get a discount on shipping?

For normal package deliveries we can give a discount only on special occasions.

In the event of removals, however, we always offer a 10-30% individual discount!

9. Order handling

51. How to place a delivery order?

Delivery orders can only be placed ONLINE.
All you need is an email address and the details of your parcel!
Use our professionally built website to place your order in a matter of minutes.
The website will guide you through the order process step by step, and will ask for all the data required.

In the end you will receive a confirmation message of your order.

 

52. What are the five steps of placing an order?

It is awfully simple to place a delivery order on our fully automated website!

It only takes 5 steps and a few minutes:

Step 1: Register and/or log in to our system with your email address!

Step 2: Choose the route and shipment type!

Step 3: Specify the parcel details: weight, size and contents!

Step 4: Specify the name and exact address of the Sender and the Recipient!

Step 5: Choose a payment method and place the order!

 

53. What documents does the sender and the recipient get?

They’ll both receive a copy of the delivery order given to them by the courier.
The courier holds 3 copies of this document.
The sender gets 1 copy to verify that he sent the parcel.
Upon sending the parcel, the courier will write the actual parcel weight and size on all 3 copies.
The sender will sign the remaining 2 copies and the courier leaves.
Upon delivery the recipient gets the second copy of the delivery order.
The recipient signs the 3rd copy verifying that the parcel was intact and undamaged when he received it.
The courier keeps the 3rd copy (with both the sender’s  and the recipient’s signature on it).

 

54. What happens from order placement to the actual delivery?

We instantly receive your online order,
and one of our colleagues checks it and schedules the pick-up and delivery dates.
By the way you’ll get an email about this.
The courier will call both the sender and the recipient a few hours before his arrival to make sure that they’ll be home when he arrives.

When meeting the courier you’ll send or get the parcel and sign the delivery order.

 

55. Can I place an order by phone?

Once in a blue moon it might occur that a client can’t find a computer connected to the Internet and he needs to place a delivery order urgently.
In such cases we accept phone orders but there is a 10 € admin fee.

 

56. My parcel’s late; but why?

Unforeseen events causing delays in the delivery schedule are a part of the shipping business. Such events are rare but still happen. The possible delaying factors outside our control are plenty.

Rest assured, we’re not happy about delays, as all we can do on such occassions is wait helplessly in the truck!

We try to do our best to ALWAYS contact our clients if there is a significant delay!
We know that clients may have to change their plans or interrupt something they had going on and that they might be annoyed that they had to cancel their plans but we’d again like to ask for your understanding and remind you that such rare delays are never our fault!

Here’s a little list, just to add one perspective on what unforeseen occurences might cause delay:

- Truck breaks down:
Despite regular maintenance, trucks may break down anytime and in such cases they have to be repaired immediately. This is a ’technical sport’ after all!

- Traffic jam:
Sometimes we are delayed by congestions caused by road accidents and road repairs, which happen both in cities and on highways.

- Weather:
Snow, gale force winds, or torrential rain may slow us down.
Under such extreme weather conditions we are forced to drive slowly for safety reasons (our own physical safety, that of other road users and the safety of the parcels)!

- Christmas and holiday season:
The entire shipping sector is greatly overburdened at Christmastime, so we highly recommend placing your order well before the peak season as there could be significant delays in delivery in the Christmas chaos!

-EU bank holidays:
Truck traffic is restricted on bank holidays in many EU countries and this of course takes an effect on our operation as well.

10. Customer service

57. I sent you a mail but I didn’t get a reply. Why?

We usually reply in 24 hours.
If there’s some info that we’re waiting to find out we’ll notify you. Please be patient until we get back to you with a detailed reply.

 

58. The courier won’t answer the phone! Why?

There can be many reasons:
- he’s driving and concentrating on the traffic,
- there’s no signal where he’s currently passing through,
- he’s packing parcels and he left the phone in the cockpit,
- etc.

Relax, he’ll call you before meeting you!

MAKE SURE YOUR MOBILE IS ON AND YOU’RE AVAILABLE!

11. Miscellaneous bits

59. I’d like a shipping quote but I don't know the size of the parcels...

If you don't know the size and weight of the parcels, we cannot give you a price quote.

 

60. Do you help with moving and loading the parcels, too?

Sure, we do, there’s a 2-man crew on the vehicle.
However, only the first 10 minutes are free, then every 5 minutes will be charged 1 euro.

 

61. Do you undertake a guarantee for moving and loading parcels, too?

Our colleagues are trained experts but we cannot undertake such a guarantee.
We wil not cause damage on purpose but one bad move can mean the parcel is dropped or the wall is damaged.

We take good care of our customers’ items, we’ve been in the transport business for years, but moving stuff may result in damages - this is a fact of life.

 

62. Can you provide storage facility in necessary?

If the parcel cannot be delivered immediately, or, in the case of removals, if the new address is not known yet, or if you’d like the parcel delivered at a later date for reasons of your own, we can arrange storage. The storage fee shall be calculated on an individual agreement basis.

 

12. Moving and removals

63. How should I go about moving to a new place?

Step 1:
Sort out or give away items that are of little or no material or sentimental value!

Step 2:
Take large items into pieces – disassemble furniture etc.!

Step 3:
Group and categorize your stuff based on packaging method:
- manufacturer’s original box (e.g. computer, TV, microwave oven, etc.)
- cardboard box (e.g. clothes, books, toys, shoes, papers etc.)
- cardboard box (e.g. bedding, curtains, etc.)
- plastic wrappables (kitchen appliances, wasching machine, fridge etc.)
- collapsibles (e.g. furniture, shelves, etc.)
- rollables (e.g. carpet, rug, matress etc.)

Step 4:
Measure every item in cm (width, height, length) and weigh them too (kg)

And make a list of all this data. In other words make a removal-list!

Step 5:
Package everything securely: use cardboard boxes, suitcases and/or bubble wrap!

 

64. What should the removal list contain?

You absolutely have to make a list of the things you want removed:
- that’s the only way for you to see what’s worth taking with you,
- that’s the only way we can give an exact price quote,
- a removal–list guarantees that nothing will get lost!

The list should contain every item you want removed plus the following details (in each row for each item):
- name or number of item, box or package,
- width, length, height in cm,
- weight in kg,
- content in key-words,
- fragile or not.

Here’s a sample removal list:

1. cardboard box, 45X30X30 cm, 20 kg, books and clothes
2. cardboard box, 30X30X40 cm, 15 kg, cups, plates, FRAGILE
3. cardboard box, 40X40X40 cm, 25 kg, clothes, shoes
4. black suitcase, 50X20X30 cm, 25 kg,
5. brown cloth bag, 30X70X30 cm, 15 kg, bedding, curtains
6. mattress, 200X10X100 cm, 10 kg
7. collapsible furniture wrapped in plastic, 100X30X100 cm, 30 kg
TOTAL: 200X100X100 cm, 140 kg

13. Shipping of dogs, cats and ferrets

Since 1st of October 2004 the EU Pet Passport has been a requirement for the transport of animals.
Although it has been a requirement in pet transport and travelling for some time, since 07.01.2010, dogs have to be microchipped in Hungary.

Pet transport rules are different in every country, click here for up-to-date information on the subject:

http://ec.europa.eu/food/animal/liveanimals/pets/index_en.htm

We mostly transport dogs, cats, and ferrets to the U.K. and Ireland. Here you can read the corresponding rules:

 

65. Country-specific rules on dog, cat and ferret transport and travel

Entry conditions to The United Kingdom (Great Britain) and Ireland, Malta and the (from 1st January 2012)

  • Microchip marking (ISO 11784 and 11785)
  • Uniform European pet passport issued
  • After the microchip marking carried out, pet needs rabies vaccination, according to the origin national legislation, indicationg the validity (3 months in Hungary, 6 months  in case of first vaccinated puppy, in other cases, 1 year / 365 days), but always afterr 3 months of age!
  • When entering to Great Britan or Ireland, pets need wormer treatment against Echinococcus with medicinal products authorized in the EU – this has to be made between 24 to 300 hours (1-5 days and hour, minute is important!) in relation to the entry date.

It is an important requirement that the microchip sign must always be preceded by a rabies vaccination! If the animal was vaccinated previously, he must be revaccinated after microchip signing! Prior to travel at least 21 days should elapse after the designation of the microchip rabies inoculation!

In case of Malta, according to our information from 1st January 2012, they make a dewormer veterinary examination and treatment to the owner's expense.

Here you find the British Veterinary Authority's official web site (be sure to read it!)

And the Owner's Information Guide on the same site here

 

66. What is the first step if I want to send a pet?

The pets have to be shown at the French-U.K. border, where they check their chips and papers.
For a problem-free border-crossing we ALWAYS ask our clients to send us their pets’ passports and blood-check papers scanned by email or photocopied by mail. Sometimes vets make some administrative mistakes and we need to doublecheck the papers before we go.
Upon receiving the papers we call the clients and verify the details.

 

67. How are pets transported?

Our couriers have great experience in international pet transport. Pets are walked, fed and watered every 4-5 hours.

 

68. How long does the trip take?

That depends on distance, usually it takes 1-2 days.
Again, we’d like to emphasize that pets are regularly walked, fed, watered and well taken care of!

 

69. How much does pet transport cost?

Cat and dog transport costs 350 €, regardless of the pet’s age or size.
As for as other pets, we set the price individually.
We’ve transported dozens of dogs, cats and other pets and all of them reached their destination safe and sound.
Air travel is much more expensive and more importantly it is a cruel procedure.
Pets will do fine in the car, whereas a cold, dark and oxygen-poor cargo-hold on an airplane is no place for a pet.

Trust me: a dog or a cat can suffer serious stress from air transportation!

 

70. How much does border-crossing cost for pets?

We have to buy separate tickets for pets entering the U.K. from France and it costs 50 €, but this is included in the delivery fee.

 

71. Can I rent one of your pet travel cages for the time of the delivery if I don’t have one?

Of course you can!
We have excellent quality, large cages with big doors.
They cost 20€ for one trip.

 

72. What if I would like to bring my dog or cat to Hungary from Ireland or the U.K.?

If you would like to bring your pet to Hungary from Ireland or England, you’ll need a recent health certificate by a vet, proving that the pet is healthy and fit for transportation.

 

73. Can the pet owner accompany the pet?

Sorry, we can’t do that. We know that every pet owner fears for their pet and would like to travel with the pet but this cannot be done because the truck only has seats for the 2 drivers. They are, however, animal-loving people, have pets themselves and they’ll take care of the transported pets as if they were their own!

 


 

 

THANK YOU FOR YOUR KIND ATTENTION!

 

IF YOU HAVE ANY FURTHER QUESTIONS,

YOU CAN ASK THEM IN EMAIL, OR FACEBOOK,

AND WE’LL ANSWER THEM ASAP!

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