• Ship A Package
  • Tracking
  • Login
  • Sign up

Frequently asked questions

Try our shipping calculator

Get Quote

Get a Quote

lb
Need to book multiple shipments?

Refine your Quote

Help us improve the accuracy of your quote by giving us a little more information.

Need to book multiple shipments?
  1. Home
  2. FAQs
  3. General Enquires

When should I escalate a conversation with support?

Our courier partners aim to resolve all minor issues and queries directly as they are supplying the service through our marketplace and handle the relationship with the couriers they sell on Parcel Monkey. This means if you have a late pickup, you are missing a shipping label or your package is not yet delivered, they are able to step in and fix this for you.

If you are having a bigger or more serious issue that they are not able to resolve, you should escalate the problem and Parcel Monkey can step in to assist.

Why should you escalate a conversation?

If you are having an ongoing issue with a courier partner such as if you are not happy with the outcome of a claim, you have mis-sold a courier service or they are failing to answer your query within 72 hours (based on working days), then you are able to escalate your conversation from your Parcel Monkey account.

Once you have escalated a conversation our dedicated support will step in to assist and resolve your issue.

When should a customer NOT escalate an issue?

If you are having a minor issue, such a late pickup, tracking issue, or a late delivery you will be able to resolve this with the courier partner as they have full oversight of the shipment due to their direct relationship with the courier services they sell. If you are yet to book a courier service and have a general question, the Parcel Monkey support team are on hand to help you out. 

 

Still need help?
Ask a general question
  • Home
  • Ship A Package
  • Track A Package
  • Contact Us
  • FAQs
  • Preferences
  • Site Search
  • About Us
  • International Shipping
  • Domestic Shipping
  • Bulk Shipping
  • Couriers
  • International Parcel Delivery
  • Blog
  • Delivery Services
  • Retailer Returns
  • Selling Guides
  • How To Guides
  • Terms & Conditions
  • Acceptable Use Policy
  • Privacy policy
  • Cookie policy
  • Sitemap
  • Reviews
  • © Parcel Monkey 2023
AMEX MAESTRO MASTERCARD PAYPAL VISA

TrustPilot logo

  • australia
  • belgië
  • deutschland
  • españa
  • france
  • italia
  • nederland
  • united kingdom
  • united states
  • Basket
  • Home
  • Ship A Package
  • Track A Package
  • Login / Register
  • Orders
  • International Shipping
    • Africa

      • Shipping to Ghana
      • Shipping to Kenya
      • Shipping to Nigeria
      • Shipping to South Africa
      Africa
    • Asia

      • Shipping to China
      • Shipping to India
      • Shipping to Japan
      • Shipping to Singapore
      • Shipping to South Korea
      • Shipping to Taiwan
      Asia
    • Caribbean

      • Shipping to Dominican Republic
      • Shipping to Haiti
      • Shipping to Jamaica
      • Shipping to Trinidad and Tobago
      Caribbean
    • Europe

      • Shipping to France
      • Shipping to Germany
      • Shipping to Ireland
      • Shipping to Italy
      • Shipping to Netherlands
      • Shipping to Spain
      • Shipping to Switzerland
      • Shipping to United Kingdom
      Europe
    • Middle East

      • Shipping to Egypt
      • Shipping to Israel
      • Shipping to Jordan
      • Shipping to Lebanon
      • Shipping to United Arab Emirates
      Middle East
    • North America

      • Shipping to Canada
      • Shipping to Mexico
      North America
    • Oceania

      • Shipping to Australia
      • Shipping to New Zealand
      Oceania
    • South America

      • Shipping to Argentina
      • Shipping to Brazil
      • Shipping to Chile
      • Shipping to Colombia
      South America
    • All shipping destinations
  • Domestic Shipping
  • Delivery Services
    • Economy shipping
    • ePacket shipping
    • Expedited shipping
    • Flat rate shipping
    • Overnight shipping
    • Package drop off
    • Package pick up
    • Shipping Heavy Items and Large Packages
    • Shipping large boxes
    • Small package shipping
    • Standard shipping
    • US ground shipping
    • All shipping services
  • Couriers
    • Aramex
    • Asendia
    • Australia Post
    • BPost
    • Chronopost
    • Colissimo
    • DHL
    • DPD
    • FedEx
    • IPS
    • Parcelforce
    • Pitney Bowes
    • Purolator
    • TrakPak
    • UPS
    • USPS
    • All shipping companies
  • Blog
  • How To Guides
    • How to address mail to Australia
    • How to address mail to UK
    • How to attach customs documents
    • How to ship books
    • How to ship fishing rods
    • How to ship golf clubs
    • How to ship vinyl records
    • All shipping guides
  • About Us
  • Site Search
  • FAQs
  • Preferences