We’ve put together answers to some of the most common questions about On Time Parcels.
How do I book a parcel delivery?
You can book directly through our website by filling in the booking form with your parcel details, collection address, and delivery destination.
How long will delivery take?
Delivery times depend on the service you choose. Standard deliveries are usually completed within 2–3 working days, while express options can arrive next day. Please check
What is the minimum charge for shipping?
The minimum charge is £40, which covers packages weighing up to 10kg. Even if you send just 1kg, 2kg, or 5kg, you will pay £40. This minimum ensures we can provide the complete door-to-door service including pickup, customs clearance, and delivery. For anything over 10kg, you pay £4 per kg.
What is chargeable weight and how is it calculated?
Chargeable weight is the weight you are billed for, and it’s the higher of two values: actual weight (what your package weighs on a scale) or volumetric weight (calculated from dimensions). Volumetric weight formula: (Length × Width × Height in cm) ÷ 5000. For example, a box measuring 50cm × 40cm × 30cm would have a volumetric weight of (50 × 40 × 30) ÷ 5000 = 12kg. If this box actually weighs only 8kg, you would be charged for 12kg because the volumetric weight is higher.
Are there any hidden charges or extra fees?
Absolutely not. Our pricing is completely transparent. The £4/kg rate includes customs duty, taxes, pickup, handling, documentation, and delivery. The only additional charges that could apply are: £60 for boxes exceeding 30kg weight, £60 for boxes with any side exceeding 80cm, £15 for suitcases/bags instead of boxes, £25 for locked items, £10 if boxes aren’t ready at pickup time, and £50 cancellation fee after pickup. Importantly, the weight and size surcharges are waived if you drop items at our warehouse.
Why do suitcases and bags cost extra?
We charge £15 extra for suitcases, bags, trolley bags, and shrink-wrapped boxes because our current label loss rate for these items is 60-70%. Labels don’t stick well to these surfaces and often fall off during transit, causing delays and potential loss. We strongly recommend using standard cardboard boxes for the safest and most cost-effective shipping experience.
What payment methods do you accept?
We accept all major debit/credit cards and secure online payments.
Are there size or weight limits for parcels?
Yes, limits vary depending on the service. Please check our booking form for maximum dimensions and weight allowances.
Is my parcel insured?
Basic cover is included with every delivery. Additional insurance can be purchased for high-value items.
How can I track my parcel?
Once your parcel is dispatched, you’ll receive a tracking number to monitor its progress online.
What items can’t be sent?
We cannot deliver hazardous materials, perishable goods, or items restricted by law. A full list of prohibited items is available on our website.