Customer Help Centre

COVID-19: Helping you during this difficult time

We know the current situation is challenging and uncertain for everyone, but we want to assure you that at National Pallets, we take the health and safety of our people, our couriers and our customers very seriously. We want to help all our customers continue to send their pallets as safely and securely as possible.

Currently, the ability to book a pallet delivery, our customer support services and our delivery tracking services are all operating normally. Any delays to services or specific countries are listed below and will be continuously monitored and updated daily.

We are working continuously with all our couriers to ensure disruptions to services - as much as possible - are minimised. Our couriers are also taking all necessary measures to minimise any risks whilst maintaining service levels. This includes, avoiding contact with customers on deliveries by taking names and a picture of the consignor/consignee rather than getting written signatures.

National Pallets will continue to issue regular guidance to our staff in line with the Government’s core messaging of hygiene and handwashing. Staff are currently being encouraged to work from home and anyone displaying symptoms, however mild, are self-isolating in-line with Government advice.

If you have any concerns at all, our customer service team are by phone, email and Live Chat 9am – 6pm Monday to Friday. 

UK Information
Our couriers are experienced and have contingency plans for a number of different scenarios to minimise any disruptions to collections and deliveries, whilst ensuring customer needs are met in the event of localised service disruption.

We are reviewing daily and following the guidance of Public Health England and the World Health Organisation closely for any changes and or updates.
The current situation within the UK is business as usual with some impact on signature and pallet drop off services.

UK Collection and Delivery Points
We appreciate that the ongoing situation has forced businesses to close. Therefore, before booking an order with us, please ensure that the collection and delivery points will be open. If the premises are closed the same failed collection/delivery fee, along with any return fees will apply. 
Please see link for further details - https://www.nationalpallets.co.uk/helpcentre/answer?id=23

Signing for and receiving pallets
Please be aware that due to changes in the delivery process, most drivers will no longer obtain signatures upon delivery of items. This change has been implemented in order to reduce the spread of COVID-19.
In order to carry out safe deliveries our couriers are minimising contact during delivery. The following couriers are to introduce the following measures on how deliveries are to be made:

Palletways
Change of procedure regarding on-screen signature capture  

• This will now be signed on a piece of paper owned by the recipient and photographed by the driver to be included in consignment notes.

Palletforce

• EPOD (Electronic Proof of Delivery) – we continue to support depots not handing over the EPOD devices to consignees as per Update 1. In the event of an EPOD being unavailable paperwork should be printed, with the driver recording the consignee name on the paperwork themselves.

• Customers Own Paperwork – If paperwork is uploaded the delivery depot will print off in the normal way, but the driver will record the consignee name themselves and not handover the paperwork. If the consignee requires paperwork the consignor should affix to the pallet.

Pallex

• Instances where signature is not possible if both driver and consignee agree will be a confirmation of proof of delivery. 

European Imports and Exports Information
Our services may experience delays and even suspensions to some areas within European countries being affected the most. Therefore collections/deliveries are not guaranteed to and from European countries. 

For the meantime, we can still ship goods to and from European destinations including Italy, France and Spain but please be aware they are prioritising certain goods such as food, beverages and basic necessities. Therefore, please expect delays on all European destinations.  

European Collection and Delivery Points
We appreciate that the ongoing situation has forced businesses to close. Therefore, before booking an order with us, please ensure that the collection and delivery points will be open. If the premises are closed the same failed collection/delivery fee, along with any return fees will apply. 

Please see link for further details - https://www.nationalpallets.co.uk/helpcentre/answer?id=23