Frequently Asked Questions

what is a pallet?

A pallet is a flat transportable structure made generally from wood, occasionally plastic, designed to support a variety of goods giving stability to the item whilst in transit. Goods must be placed securely on the pallet using strapping or shrink wrap plastic film. It is essential the goods are secured in this way to ensure they do not move during transit.

do the goods have to be palletised (put on a pallet) and what type of goods are suitable?

Yes, to enable you to use National Pallet services, the goods must be transported using a pallet. It is the customers responsibly to ensure the goods are secured safely for transit. You would be amazed at what could be put on a pallet. Anything from domestic appliances, motor spares, building materials, furniture, the list is endless. The only goods we are unable to carry are hazardous goods.

will national pallets provide pallets?

Yes, we can. Once you have entered all the necessary details an empty pallet can be requested by ticking the required box. A nominal charge is made for this service and we require at least one days working notice, therefore a premium collection service is not possible.

A pallet will be presented at the collection point and the customer will be given 10 minutes to pack and secure the goods safely on the pallet. It is not the driver’s responsibility to place the goods on the pallet. Please note that large and heavy items do need securing with either ratchet straps or another form of strapping to ensure they are safe and secure during transit, this is not something we can provide. We are unable to supply empty pallets for the shipment of engines or personal house moves.These items will need to be pre palletised prior to collection.

Note: Please be aware that if ordering an empty pallet from us, these are of the standard dimensions mentioned above, as oversized empty pallets simply do not exist.

how are you going to get the pallet on the vehicle?

All collection and delivery vehicle's carry pallet trucks and the vehicles are fitted with tail lifts. The driver will move the pallet onto the tail lift of the vehicle using the pallet truck and ensure the pallet is safely placed on the vehicle. The maximum weight the tail lift can carry is 750kg. To be able to use the pump truck effectively the surface must be flat and constructed of either tarmac or concrete. You are unable to move goods using a pump truck on a gravel drive. All collections and deliveries are kerb-side. Unfortunately our drivers are unable to enter your premises to collect or deliver goods.

what access is needed for collections and deliveries?

It is important to make sure the vehicle will fit down your road before you request a collection / delivery. The smallest vehicle used is a 7.5 ton. If a refuse collection vehicle can get to your property then there should not be a problem. If you are unsure, put on note on the instructions and we will check directly.

why the different pallet sizes ?

Although it may seem a little confusing, by offering the different pallet sizes, we can offer you the best possible rate for delivering your pallet. You don’t want to have to pay for a full 2 meter high pallet when you’re sending an item 1 meter high, which would be classified as a 1/2 pallet. We do ask you to accurately measure the goods to ensure you are charged correctly. The collection company will measure your pallet to ensure it corresponds with what you have booked.

what is an over sized pallet ?

An oversized pallet is, as you would expect, a pallet outside the dimensions quoted of 1m x 1.2m. If as an example you were sending Pack of wood on a pallet, and the wood was 1.8 meters long, 1 meter wide and 1 meter high, you would need to book this as an oversized pallet. The weight limit is the same as a full pallet, a maximum of 750kg. If the pallet is over 2.1 m in length the pallet will have to be fork lifted on and off the vehicle as it is too long to go safely on the tail lift. Please be aware that if you have asked us to supply the pallet, the goods will overhang the pallet as we cannot supply empty oversized pallets.

what information do i need to place an order ?

You will need to know the dimensions of the item you wish to transport and the approximate weight. You will also need the full collections and delivery address and telephone numbers for both

what happens if i miss my collection / delivery?

The price paid is for one collection / delivery attempt. Commercial vehicles are not cheap to run and if the goods are not ready for collection, an additional charge of £20.00 plus VAT will be made. Collections can be made any time from 9 am until 5.30 pm.

are the goods insured?

Whilst the goods are on the pallet and in transit with National Pallets the delivery will be insured in accordance with our terms and conditions of carriage. The limit of liability is restricted to a maximum of £1.30 per kilo for freight collecting and delivering within the UK or £8.00 per kilo for freight being exported or imported from or into the UK. We do recommend customers purchase either our additional or extended insurance if the quoted rates are not sufficient.

Please see our section on insurance for more detailed information.

can you provide tracking information ?

Yes, we can. Once the pallet is collected and back at the collecting depot, the pallet will have a barcoded label put on it. Once the label has been scanned you will receive an email with the tracking number. You can either click on the link within that email or if you log into your account, you will see the tracking number quoted next to your order number. Until this point your order status will read order processing but once the pallet is in transit this will update.

collection of engines and gearboxes

There are strict guide lines concerning the collection of Engines and Gearboxes. These items have to be pre palletised prior to collection, have all oil and other fluids drained from them. They have to be securely strapped with either banding or ratchet straps. Please see our blog on the safe collection and delivery of Engines.

are the delivery dates guaranteed ?

Unfortunately in transport things can happen that are totally out of our control. Although 99% of deliveries are delivered on time, the odd 1% is late. We will always inform you of the late delivery and the reasons why. With European deliveries we endeavour to quote accurate delivery dates, however,the European vehicles coming to and from the UK can get held up due to the distance they have to travel. We unfortunately cannot be held responsible for the late delivery of pallets particularly within Europe.

do i need to put an address label on my pallet ?

Once your order has been placed, you will receive an email which will contain the tracking number for your consignment. Attached to the email will be a copy of a manifest and address label. The manifest is for the driver who collects the pallet to sign as your confirmation of collection and the address label is to be stuck onto the pallet. This is not compulsory, it is just an additional feature we offer. If for some reason you do not receive this email, the manifest and labels are available to you by logging into your account.

what time will my collection be made?

Collections can be made any time between 9 am and 5.30 pm. Please contact us on the day of collection if you would like an estimated collection time and we will contact the haulier to find out what time they will be in your area.

do i sign for the goods if they have arrived damaged?

In the unlikely event your goods arrive damaged, please sign the delivery note to accept the goods but make a note of the damage. If you sign without reference to the damage we will not be able to process an insurance claim.

european deliveries

With European deliveries it is vital we have a complete address and a contact telephone number.The contact number has to be a mobile or land line registered in the country of delivery. The European delivery companies will generally not call an English Mobile number.

engine collection and deliveries within europe

Due to recent changes within our network, engine collection and deliveries within Europe now have to be crated not on a pallet. This applies to new and second hand engines.

can you offer discounts on multi pallet consignments ?

If you have a consignment of 4 or more pallets going to the same delivery destination, please call us on 0345 260 1086 as we will be able to offer you a discount.

do you offer payment account facilities ?

Yes we do, if you would like to open a credit account with National Pallets please call us on 0345 260 1086 or email us at and we will send you an account application form to complete.

delivery restrictions

Deliveries cannot be made on to soft ground such as grass, gravel or soil, to a premises where it is illegal for a lorry to park or unload, where the surface of the access road is very unstable to park or unload or where the access road is on a steep incline. If you are in any doubt of the suitability of the delivery premises please contact us and we can advise you.