Pricing and Pre-Booking
We calculate prices using the dimensions, weight and the collection and delivery locations of the parcel. To arrange your quote, you will need to be aware of the weight of your parcel in kilograms and the dimensions of your parcel in centimetres.
UPS have a list of all prohibited items that are not accepted. They also have a list of items which are accepted but will not be covered in the event of damage, not loss. To Check your item on our lists please click here.
We do have a list of prohibited items, we cannot carry and also a list of for all items we cover for loss but not damage. Please read through our lists before proceeding with the purchase of cover for your parcel.
For the full list please click here.
There are different levels of standard compensation cover available on all services.
Our prices include the cost of shipping and all associated fuel surcharges. We are not responsible for any duties, customs or taxes which may be requested by the customs officials in the recipient country. All above charges will need to be paid by the recipient and are not included the shipping charges which are completely separate themselves. However, we are not able to advise what charges may be imposed since they vary in each country and are dependent on what the parcel contains. It is the responsibility of the sender to check this information prior to committing a booking with westboundparcels.com.
Unfortunately, our service does require you to have access to print the labels when using the Westbound Parcels UPS service.
However, if you do not have access to a printer, there are some alternatives to consider:
-Local library’s commonly have a printer for public use.
-If a friend, family member or possibly neighbour have access to a printer, you can forward your confirmation email, which must contain the label link, for them to print.
-With the help of our assistance from support team, you can change your collection address to your place of work, if you are able to print your label at work.
If you are still unable to print your label, please use the link to contact our live help team.
We do understand mistakes will happen, however to ensure we can keep our prices as low as possible, we ask you if you could please check all measurements and weights of your parcel to ensure they are correct before proceeding with booking in.
Our parcel pricing depends on customer accuracy to ensure it is as low as possibly offer, however even the smallest inaccuracies in dimensions can affect the volume overall, especially on international parcels.
Should extra payments become due we reserve the right to recover them.
We do understand mistakes will happen, however to ensure we can keep our prices as low as possible, we ask you if you could please check all measurements and weights of your parcel to ensure they are correct before proceeding with booking in.
Our parcel pricing depends on customer accuracy to ensure it is as low as possibly offer, however even the smallest inaccuracies in dimensions can affect the volume overall, especially on international parcels.
Should extra payments become due we reserve the right to recover them.
Every service we offer has maximum weights and dimensions, for this reason our quoting system will only provide you with services available to a parcel of your weight and dimensions.
Your item may be within the weight and dimensions limits but if your volumetric weight is too great for this service, it will also present ‘unavailable to quote’. We do thankfully have an alternative option, which is to reach out to our sister company Westbound Logistics Services Ltd. Please email your enquiry directly using this link here.
Unfortunately, we are not able to ship to the below listed countries;
Afghanistan
Cuba
Ghana
Iran
Ivory Coast
Kyrgyzstan
Nieu
Nigeria
Nevis
North Korea
Russia
Sao Tome & Principe
Somalia
Sudan
Syria
Tahiti
Western Samoa
All parcel weights are calculated on a volumetric basis, which is based on the dimensions and weight. So the volumetric weight of a parcel may be greater than the actual weight itself.
Every service has different weight and dimension restrictions. Please click “buy this service” from our quick quote results section to see the preferred service’s specific restrictions.
Our UK to UK services do not always need the parcel dimensions and weights providing the parcel is no longer than 1m or no heavier than 20kg.
Some of our services may have lower weight restrictions so please check the service
Description before proceeding with the purchase of your order.
However, if you are unaware of your parcels weights and dimensions:
-Weigh yourself with and without the parcel on some bathroom scales, then calculate the difference.
-Check out a similar item online and the weights/dimensions are normally provided in the description.
Please include the packaging when weighing and gathering the dimensions for your parcel.
Our recommendation when entering weights and dimensions, is that you ensure they are as accurate as possible. This helps to ensure avoiding further charges and possible delivery delays.
When arriving at checkout on westboundparceles.com will offer a number of ways in which you can pay.
Most major credit cards, debit cards and PayPal are accepted with westboundparcels.com. Our default and preferred method is Card Payments which are processed by Stripe.
Our order process has been made to make things as simple as possible, however sometimes complications with postcodes can occur.
You may receive an error message with regards to your postcode if a complication may occur for various reasons. If you are in a new build development it could be possible that Royal Mail’s central database is not yet updated and in which case, please reach out to our support team.
This is to ensure that all parcels can be delivered correctly and on time without address issues occurring.
Please ensure the postcode matches the town and county and that it is in the correct format without any symbols.
As the holiday season is just approaching quickly, the number of parcels we will process globally will expand over the coming months. In order to prepare our network, to be able to continuing to deliver exceptional service, UPS implement temporary Peak Surcharges, for parcels that meet specifications for a Large Package and Over Maximum Limits as well as the additional handling charges.
Please note from November 4th2019 until January 10th2020, the Peak Surcharges will be a flat fee per charged in addition to all existing surcharges, rates and/or fees.
Additional Handling- £5.00
Large Package- £48.00
Over Maximum Limits – £77.00
Please see UPS Large Package Surcharge Specifications.
A package is considered Large when its length plus girth [girth = (2 x width) + (2 x height)] combined exceeds 300cm, but does not exceed the maximum UPS size of 400cm. Large Packages are subject to a minimum billable weight of 40kg in addition to the Large Package Surcharge.
Please see UPS over Maximum Limits Charge Specifications.
Parcels weighing over 70kg or exceeding 274cm in length, or exceeding a total of 400cm in length and girth combined (girth=2xwidth) +(2xheight), will not be accepted for transportation. If found in the UPS small package system, this will be subject to additional charges. Parcels exceeding 400cm in length and girth combined are also subject to the Large Package Surcharges.
Additional Handling Charges Specifications.
- All parcels weighing over 70 pounds (32kg)
- All cylindrical item, such as barrels, tires, pails and drums that are not fully encased by corrugated cardboard shipping container.
- Any package with the longest side longer than 100cm or the second longest side exceeding 76cm, from the 6thAugust 2018.
- Every parcel in shipments where the average weight per package is larger than 32kg (70 pounds) and the weight for every parcel is not specified on the source document or the UPS automated shipping system used. UPS also reserves the right to assess the Additional Handling Charge for all parcels that, in UPS’s sole discretion, requires special handling. In consideration of the additional handling required on our part, and subsequent potential delays in processing these shipments, UPS does not provide a money-back guarantee for them. UPS does, therefore, not refund the shipping charges if shipments requiring additional handling are not delivered by the time normally scheduled for such shipment.
- All articles that are encased in an outside shipping container made of wood or metal
To learn further about the Peak Surcharges or to discuss any questions and/or shipping needs you have, please contact our customer service team.
Collection Enquiry
If you are going to be unavailable to hand the parcel to the collection driver, then there are some more options available.
Can I leave the parcel in a secure location?
Yes, you are allowed to leave your parcel in a secure location, however please note, whilst unattended your parcel is not covered for damage or loss. In addition, we can also not guarantee that the driver will chose to collect your unattended parcel, as this is at their own discretion. If you do choose to leave your parcel, we suggest leaving a note visible at your property to advise our driver of the location of your parcel.
Can I change the collection address?
Please contact our support team and one of our operators will help advise if it is possible for your collection.
Can I switch to a drop off service?
You can, but if it is the same day as the collection is booked then we cannot refund any part of your payment. To get your parcel moving in the event you need to leave the collection point, you can simply drop it off at your nearest UPS Access Point.
Can I leave my parcel with a neighbour if I am not going to be home?
It is allowed to leave your parcel with a neighbour on the condition that the neighbour has the same postcode with a nearby address. We would also suggest that you leave a note of this change, including the neighbours address for your driver.
Can I request a specific time window for my collection?
Unfortunately, our service is based on a generic collection timeframe and as such we are unable to provide you with a specific time for your collection. On your specified collection date, our driver will be 9:00a.m. and 5:30p.m.
Can I arrange a pre-collection phone call?
Unfortunately, not all our drivers are provided with a company phone, therefore we would be unable to call you. If they are having difficulty locating your address they may call you. We are unable to pass on any requests for a pre-collection phone call as we do not want to encourage them to compromise the health and safety of themselves and other road users.t
If our drivers have to refuse the parcel due to incorrect packaging, then you will need to re-package the parcel, in a box with sufficient internal packaging.
Often we can pass on specific instructions to the depot before the collection date, however, if you request on the collection date than the driver may have already left the depot and would be unable to receive the message.
Can the driver call me?
Our drivers may call the contact number to assist with the collection if they are unable to locate you. However not all of our drivers carry phones for health and safety precautions, so a call is not always possible or guaranteed.
Can I give the driver instructions to help find my location?
If you wish to pass on further information to your driver, in order to assist your collection such as directions or security codes. Contact Support for a member of our team to assist you with this.
Can I request a specific collection time?
Unfortunately, we are unable to access the driver and their collection logs. Therefore, we are unable to provide a specific time for your collection.
If you wish to dispatch your parcel sooner than you booked in collection or same day but if has passed the cut off, you can switch to a drop-off service.
Choosing a drop-off service guarantees you can not experience a failed collection. You can also drop of on the same day so you do not have to wait for your collection the next day.
To switch to a drop off service, you just need to take the parcel to a nearby Access Point. Unfortunately, it’s unlikely we can refund any difference as the vehicle may already be routed with a charge allocated from UPS.
International Parcels
The following countries are inside the EU:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania,Luxembourg, Malta, Netherlands, Poland, Portugal,Romania,Slovakia, Slovenia, Spain, Sweden and the UK.
Only the address label is required to be attached to your parcel when shipping in the EU.
A commercial invoice will be needed for shipments of all parcels that travel outside the European Union. This invoice is used as a customs declaration and is to be provided by the person or corporation that is exporting the item.
Countries that are in the European Union DO NOT require a commercial invoice.
Any items travelling outside the EU will require commercial invoices. The necessary documents will be printed along with the airway bill label at the end of your order.
Throughout the order process you will be asked for details of your parcel. Please check all the information entered onto the invoice is correct, including a full breakdown of everything being sent and a value per item.
This is a legal requirement and failure to disclose the full contents and values of the parcel may result in it being held by customs in the recipient country. Please note they may also levy charges on the parcel which are outside our control. Additional documentation may be required with some items being sent to certain destinations. Unfortunately, as all parcels are treated differently in customs its very difficult to advise what additional documentation may be needed, however if it comes to our attention during transit, that your parcel requires further information then we shall contact you via e-mail.
All consignments are tracked from collection to delivery. The tracking number is present on the printed label or you can use your UPS reference, shown on your order confirmation e-mail, which allows you to track your parcel on our website. Although most our deliveries tracking should be visible, until the delivery takes please, we must advise that the more remote areas of the world can suffer tracking delays during transit.
There are certain countries that we unfortunately cannot ship to, which are:
Afghanistan
Cuba
Ghana
Iran
Ivory Coast
Kyrgyzstan
Niue
Nigeria
Nevis
North Korea
Russia
Sao Tome & Principe
Somalia
Sudan
Syria
Tahiti
Western Samoa
Any parcel travelling outside of the EU have the possibility to attract customs charges that are required to be made payable by the receiver of the parcel.
Unfortunately, we are not able to provide any indication as to whether any customs charges will be applied and if so, how much this will be as this is a decision to be made by the relevant authorities in the delivery country.
We are not able to include any customs charges in your price, as these are not known when you place your order.
The decision is made by the relevant authorities in the delivery country who will contact your recipient if there are any charges to be paid.
The courier will aim to clear your parcel as quickly as possible through customs; however, there are occasions where customs in the delivery country shall require additional information to assist in the clearing of the goods.
Normally, customs will contact the recipient directly and for this reason we request that you to ensure that you include all up-to-date and correct contact details for the receiver during the booking process.
westboundparcels.com do not deliver to P O Boxes with the exception of the Middle East Region; defined as the following countries:
Bahrain
Kuwait
Qatar
Oman
Saudi Arabia
United Arab Emirates
Consignments to any country other than those listed above must not be transported if the delivery address is a P O Box.
Please note that the following addresses are also considered to be P O Box addresses and therefore we would be unable to deliver to them:
Post Restante a la Post – France
das Postoak – Germany
Packstation – Germany
Post Restante – Sweden
Apartado de correos – Spain
Postbus – Netherlands
Internal Revenue Service – USA
Unfortunately, we currently are unable to send items to British Forces Post Offices (BFPO).
There is a risk that any parcel could be abandoned or returned to the sender. Unfortunately, these actions may not be free of charge and each country has different rules so we cannot give any specifics.
westboundparcels.com cannot be held responsible for any charges that Customs enforce on a parcel.
The EORI number (Economic Operator Registration and Identification) is an identification number which customs will use to identify the sender and their parcels across all EU countries.
If this is requested by customs, you can apply for an EORI number from the links below:
If you are VAT Registered then please click here.
If you are not VAT Registered then please click here.
If this is requested for an import then please click here.
You can find further information regarding the EORI number this link.
Delivery Enquiry
If the recipient of a parcel be unavailable, drivers will often try to deliver to a neighbour.
We can provide a proof of delivery which would show the signature of the recipient.
If a proof of delivery is supplied and the recipient is still disputing the delivery, we would advise you to submit a claim. As part of the claims process we can arrange a driver interview which may help ascertain the whereabouts of the parcel.
A proof of delivery is commonly available within the tracking updates for your delivery. Please Click here to check the tracking for your parcel.
Please note to start the claims process you must be the contract holder and contact us.
My order has not arrived correctly.
Please contact the person who booked the order with UPS® to resolve this issue.
Firstly, please accept our sincerest apologies that you are having to visit this section of our website. We offer our assurance that, in the event of all claims, we will make the process as painless as possible.
We do have a list of prohibited items, which we can not carry and a further list of items which we cover for loss, but not damage.
Please ensure to check the list carefully before contacting the customer services team to register your claim.
We definitely recommend that you keep any damaged item’s, until your claim has been settled.
Photographic evidence of both the damage to the parcel and the packaging itself is required as part of the claims process.
It is possible that the claims team will ask for salvage of your item or perhaps investigate the possibility of a repair. Once your claim is completely closed you may dispose of the item.
If you wish for the parcel to be returned to the sender during transit, then you would need to request this before the parcel is delivered.
We would need to speak directly to the contract holder (whoever paid and ordered the service) to be able to handle such a request.
Please contact our support team so that we can assist you with your request.
Although delays and issues are uncommon, they can occur for various reasons.
If your parcel’s tracking information has stopped for a few days, then there may be complications with your delivery.
If you have received a parcel that has been booked through us but aren’t expecting any deliveries, then we ask that you please try and contact the sender.
The sender’s details may be indicated on the packaging or inside the parcel itself.
If you are struggling to find this information, then please contact our support team.
Customer Help Centre
westboundparcels.com is a pay-as-you-go service, where customers are required to pay for their collections and deliveries as they book their orders.
You would be unable to book your order using your UPS.com account number on this website.
To book a collection directly on UPS.com please click here.
westboundparcels.com customer services department will only be able to help with parcels that have been booked on this website.
You will be able to identify whether your parcel has been booked for collection on UPSToday.com, as it would have an order number that is in the format of three letters (UPS), followed by seven numbers. For example: UPS1234567.
However, if only have an 18 digit tracking number that begins 1Z then we would be unable to assist with your query and you would need to speak to UPS.com.
To contact UPS.com customer services department, please click here.
To contact UPS.com customer services department, please click here.
My Documents
If you do not have your own access to a printer, there are a number of alternatives you can consider:
– E-mail the confirmation, which must include the label link, to a friend or neighbour who can print it for you.
– Local library’s often have computers for public use.
– With the help of our live team, it may be possible to change your address to your work place, if they have a printer available to use.
In order to amend details on your label or if the PDF file is showing an error message on the label where you open it, we ask you please contact our support team in order to make any amendments and correct the label.
All items that will be travelling outside the EU, require commercial invoices. However, these necessary documents will be printed with the airway bill label at the end of the order.
Throughout the order process, you will be asked for details of the parcel. We ask that you please ensure that all the provided information on the invoice is correct, with a full breakdown of everything that is being sent and each item’s value.
This is a legal requirement, failure to disclose the full contents and values of the parcel may result in it being held by customs in the recipient country. They may also levy charges on the parcel which are outside our control.
However, some items to certain destinations may require additional documentation. As every parcel is treated differently in customs it’s we are not able to advise beforehand what additional documentation may be needed, however, if it comes to our attention when your parcel is in transit that we require further information then we shall contact you via e-mail.
Any items travelling outside the EU will require commercial invoices. The necessary documents will be printed along with the airway bill label at the end of your order.
Throughout the order process you will be asked for details of your parcel. Please check all the information entered onto the invoice is correct, including a full breakdown of everything being sent and a value per item.
This is a legal requirement and failure to disclose the full contents and values of the parcel may result in it being held by customs in the recipient country. Please note they may also levy charges on the parcel which are outside our control. Additional documentation may be required with some items being sent to certain destinations. Unfortunately, as all parcels are treated differently in customs its very difficult to advise what additional documentation may be needed, however if it comes to our attention during transit, that your parcel requires further information then we shall contact you via e-mail.
We are able to send labels which are sized in a format perfect for thermal printers.
General Enquiry
Unfortunately, Westbound Parcels (UPS) do not deliver to P O Boxes with the exception of the Middle East Region; defined as the following countries:
Bahrain
Kuwait
Libya
Qatar
Oman
Saudi Arabia
United Arab Emirates
Consignments to any country other than those listed above must not be transported if the delivery address is a P O Box.
Please be aware that the following addresses are also considered to be P O Box addresses and as such we would be unable to deliver to them:
Post Restante a la Post – France
das Postfach – Germany
Packstation – Germany
Post Restante – Sweden
Apartado de correos – Spain
Postbus – Netherlands
Internal Revenue Service – USA
Unfortunately, our service does require you to have access to print the labels when using the WestboundParcels.com service.
However, if you do not have access to a printer, there are some alternatives to consider:
-Local library’s commonly have a printer for public use.
-If a friend, family member or possibly neighbour have access to a printer, you can forward your confirmation email, which must contain the label link, for them to print.
-With the help of our assistance from our live team, you can change your collection address to your place of work, if you are able to print your label at work.
If you are still unable to print your label, please use the link to contact our live help team.
We do understand mistakes will happen, however to ensure we can keep our prices as low as possible, we ask you if you could please check all measurements and weights of your parcel to ensure they are correct before proceeding with booking in.
Our parcel pricing depends on customer accuracy to ensure it is as low as possibly offer, however even the smallest inaccuracies in dimensions can affect the volume overall, especially on international parcels.
Should extra payments become due we reserve the right to recover them.
westboundparcels.com is a pay as you go courier service, which is great for individuals, small businesses, or ecommerce companies operating from Shopify, WooCommerce, eBay, Magento or Amazon that wish to benefit from a steamlined automated service. (Contact us to learn more). By using Westboundparcels.com you also benefit from our global VIP contract account which is heavily discounted.
It is a quick and simple way to book a delivery without having to set up an account.
Whilst items inside a suitcase are available to be covered for damages in transit (provided they are not on the prohibited or restricted list), the suitcase itself would not be covered in the event of damage as it constitutes the packaging and therefore is not covered for either loss or damage.
Furthermore, unfortunately suitcases are not acceptable as packaging.
We apologise for any inconveniences that this causes.
Whether you purchase a drop-off service or a collection service, you will need to package the item yourself.
This would need to be done before the driver collecting or you dropping the parcel off.