FAQ

Frequently Asked Questions

FAQ's

If you are unsure of any aspect of the Courier GuarantyExport then here are some of the most frequently asked questions which should help answer many of your queries.

Will a package be delivered if nobody is there to accept it?

Though a signature is required for any deliveries to be made, the package might be left with a neighbor or at a safe place outside at the driver's discretion. You can also add notes to the Instructions field as to where you would like your package delivered if no one is at home. All Returns Merchandise Authorizations (RMA) will have to be authorized by GuarantyExport. Please raise the request on a Ticket via our Contact Us Page

Where and how do I make a claim(s) for either loss or damage?

All claims MUST be sent to GuarantyExport by raising a Ticket via the Contact Us Page . If a claim has been received by our carrier from yourselves, the claim will be rejected and we will not be able to assist you with your claim at a future date.

What details do we require to submit a claim?

We require a Cost Invoice for the items sent that detail their value along with proof of loss/damage. Please contact us for more details or read through our Terms and Conditions.

What is the time scale to submit any claims for loss/damage?

Claims must be submitted to GuarantyExport within 24 hours from the date of delivery. A consignment that has sustained internal damage with no external signs of damage is due to poor internal packaging. No claims of this nature are accepted. However if the consignments external package is damaged then the receiver will have to sign for the consignment as damaged.

When will the driver arrive to collect my shipment(s)?

The driver will arrive to collect your shipments(s) between 9:00am and 5:30pm on the working-day you selected for collection. On rare occasions, the collection can occur before 9:00am and upto 6:00pm as well. Some of our Courier Services allow you to request a smaller pickup window at the time of booking. We also offer certain Courier Services whereby we are normally able to provide a 1-hour pickup window on the morning of collection. Please contact us for more details.

I am trying to track my parcel online however the system has not updated my information. Why?

Please raise a Support Ticket via the Contact Us page we will respond quickly and promptly to resolve the issue at hand.

Can we deliver and pick up parcels internationally?

Yes, we can! GuarantyExport can now pick up and deliver parcels from most international destinations. Just raise a Support Ticket on our Website with details of pickup and delivery destinations along with weight and dimensions of your package - someone would get back to you within 1 working day with a quote.

Can I have my parcel collected from my home or office?

As long as our drivers can safely pick up the item, without risk of injury, we can pick up and deliver it for you.

Is GuarantyExport Licensed ?

Yes. GuarantyExport is fully covered with the Transportation of Dangerous Goods or TDG license.

How can I monitor the status of my package through its journey?

Simply enter your Tracking Number at the Track & Trace section of the Website for the latest tracking updates. Please note Tracking of your parcel normally starts a day after it has been collected.

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