RECEIVE TRACKING DETAILS
When you place and order with us you will receive the tracking information when we have dispatched and it has been scanned by the carrier. In order for us to achieve this seamlessly please ensure that you provide us with your email and, especially for Amazon and eBay customers, your usual mobile number. This is so you can receive the delivery notifications from the carriers. Most customers order through our website to take advantage of lower prices. If ordering through Amazon or eBay please make sure your contact details are up-to-date.
This will include notification of the day and in some cases the one hour delivery slot of your delivery. If you know that you won't be in you can use your tracking number and visit the courier website to inform them of a safe place to leave the item or which neighbour to leave it with - or rearrange delivery if possible.
DELIVERY ISSUE?
We've probably all been there - you check the status of your delivery and it states 'delivered' and yet you've nothing in your hand! It doesn't happen often as we use couriers that have excellent national and international reputations. But deliveries can arise with even the best, so what to do if you can't find your delivery?
Common Sense Solutions
We prefer a common sense solution. Rather than feeling lost, you can;
- Check your property - Have you selected a 'Safe place' with the carrier at any point for the present order or the past - sometimes they take it as general advice.
- Check to see if you have been 'carded' - the carrier may have left a card with further information.
- Check with your neighbours: They may have delivered to your neighbour if you were not in or you didn't hear the door - normally you'd expect a card stating that, but it's certainly worth checking especially if there is no card.
- Let us know; We need to know as soon as possible if there's an issue regarding your delivery. You can contact us by email (info@parkerbrand.co.uk) or by phone on 01507 499198. We know you might feel frustrated, but we'll deal with it in a calm manner to find a solution. Our well trained staff can complete those tasks in a far better way if you display a calm manner too! It would be appreciated.
My parcel isn't there - what happens next?
We keep very accurate information about your order (essentially for warranty purposes) but it also includes tracking reference numbers and associated data. We have good lines of communication with carriers, having had long working relationships with them. On checking our data or that of the carrier through dedicated client-only interfaces, we might well be able to solve the issue instantly. However, if we are not able to do so we shall contact the carrier in question and the moment that we have feedback we shall inform you.
The tracking is showing as delivered but I don't have my order?
We will confirm the delivery details with you, primarily the address of course, and then we will open an investigation with the courier in question. We will request the Proof Of Delivery (POD) which may include a photo of the item at the point of delivery or GPS co-ordinates as well as a signature (although post-COVID not all carriers have to have these).
Clearly each case has differing circumstances. ParkerBrand will work with the carrier to resolve the issue but if an investigation is opened it may well be that the driver returns to the place of delivery or is interviewed by the depot manager. It may be that we have to open a claim with the carrier if the outcome is not conclusive. This can take time - and ParkerBrand can't influence how long it takes. If there is a claim in place we shall:
- Complete all paper work as requested in a timely fashion
- Assist the carrier in every respect when information is requested in a prompt manner
- Keep you up-dated; as soon as there is an outcome or further information comes to light we will inform you
- Accept the outcome of the carrier's robust investigation
We Work With The Best
We work with leading carriers and we monitor their performance carefully. It is, after all, an essential aspect of an eCommerce business. If something has gone wrong we will endeavour to deal with it in a timely fashion but we can't speed up the carriers processes in terms of investigations. Please share the patience that we show in this situation - it would be very much appreciated.
