Frequently asked questions
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What is a courier partner?
Courier partners are the suppliers we work alongside to bring you low-cost shipping rates.
They are able to use our global shipping platform to reach new customers they did not have access to before, and we are able to bring you more affordable delivery services using their discounted prices.
What do they do?
As well as provide the shipping services available to book on our marketplace, they also provide customer support once you have checked out a shipment. If you have a problem with an order you have placed, maybe the label has not arrived for instance, they will resolve this for you via your Parcel Monkey account.
The courier partners deal with Customer Service issues as they supply the service and have the direct relationship with the courier who is shipping your package so they are able to action any requests quickly and efficiently.
What should they not be doing?
Our Customs Partners do not need to request any additional costs from you, all payments should be made through the Parcel Monkey Marketplace for your security and theirs.
Likewise, there is never a reason that you will need to talk to a courier partner other than through the Parcel Monkey Marketplace or hand over any form of payment. If you are asked to do this you should report this to Parcel Monkey directly by emailing the details to [email protected].
If you have a claim with your courier partner then you may need to liaise with them outside of the Parcel Monkey Marketplace.
As all international packages are shipped DDU, the recipient may need to make payment to a Customs Department directly and not via the Parcel Monkey Marketplace. Customs fees may be requested on behalf of Customs by the courier partner and will need to be paid directly to customs or a customs broker.
If you would like to know more about Customs, you can learn more here.