FAQ's

How can we help?

Below, you can find a number of common questions that our customers ask us. If you can't see your question - why not try our quick LiveChat service with a qualified member of staff who wil be more than happy to help.

Our FAQs have been split in to the following sections- click a section and jump to the right FAQs:

Background
Vehicles
Costs
Booking
Tracking 

Security & safety
Opening times
Locations
Delivery
Collection
Accounts
Contact us

Company background

We are the UK's largest same day distribution company. But what does that really mean? We are specialists in flexible same day courier and delivery solutions. With our 40 wholly-owned service centres and over 3000 couriers all over the UK, we have a national coverage but provide local customer service. Read more about us.

We have a comprehensive range of courier services including SameDay, International and UK Overnight, and a range of logistics services, including technical courier, pick and pack and warehousing, which can be tailored for market sectors and individual businesses, all backed by our market-leading technology.

Vehicles and fleet

We currently have over 3000 vehicles across the UK, ranging from pushbikes (the largest fleet in London), small vans, large vans and even Lutons at some service centres. Contact your local service centre to discuss your requirements.

We have a wide range of vehicle types including pushbikes (the largest fleet in London), small vans, large vans and even Lutons in some service centres. See our vehicle capacity guide for some guidelines as to which vehicle you need for your delivery.

We have a full range of vehicle sizes- from pushbikes to small and large vans, and even up to Lutons at some service centres. Please see our vehicle capacity guide for guidelines as to which vehicle to use or contact your local service centre to discuss your requirements.

Please see our vehicle capacity guidelines for approximate weights each type of vehicle can carry. As there are many different models of vans, these weights and dimensions are approximate guides only- please speak to your local service centre to discuss your requirements further if you are unsure which vehicle type to select.

Our vehicles are branded and our couriers all wear uniform and carry ID cards.

We do have vehicles with tail lifts- please speak to your local service centre if you have this requirement.

Costs

Yes, we have recently introduced a variable fuel surcharge for our same day services in line with our UK Overnight and International services.  See our Fuel Surcharge page for more information.

 

We offer £1,000 indemnity cover for our same day as standard, if the item is unspecified/undeclared. If you declare what you are transporting, we provide £10,000 cover as standard for free. If you need additional indemnity over and above that, please speak to your local service centre.

For our UK overnight services, we offer £100 standard cover for unspecified items. If you require additional indemnity, please use out Indemnity request form.

(Please note: this is all subject to our T&Cs)

For our same day services, we do not charge for residential deliveries. However, for our International and UK Overnight services, we do apply a small charge for residential addresses. Residential is defined as a location which is not accessible to the public.

Booking

You can book in 3 different ways - over the phone, online and via our app, MyCourier, either with a CitySprint account or by credit/debit card.

For more details on how to book a courier, click here.

Yes, you can book a delivery on your credit card - why not try or via our app, MyCourier? It will allow you to get quotes, book and track your same day delivery from the palm of your hand, wherever or whenever you want to.

Or if you want to get a quote or book online by credit/debit card, click here.

You can also call us and book over the phone with your credit/debit card details.

Tracking

Yes, you can track your job from point of booking. Once a courier has been allocated to the job, you will be able to see real-time GPS location of the courier undertaking your collection and you will get status updates at every stage. You can even have SMS and email notifications as well.

Why not use our app, MyCourier, to track? You can then track whenever and wherever you want.

 Yes, you can track your deliveries from point of booking. Once a courier has been allocated to the job, you will be able to see real-time GPS location of the courier undertaking your delivery and you will get status updates at every stage. You can even have SMS and email notifications as well. And of course, you get an electronic final proof of delivery signature so you can be sure that it has been safely delivered.

Why not use our app, MyCourier, to track? You can then track whenever and wherever you want.

Yes, you can track all your deliveries made online or via the app. Just login and go to my bookings.

 

The app, MyCourier, is free to download and you can use it with your CitySprint account or with a credit/debit card.

Security & Safety

No, we do not leave anything in our vehicles overnight.

Yes, our couriers all have hi-vis jackets as standard and other safety equipment as required depending on the contract or type of delivery. For example, our healthcare couriers will all have spill kits etc.

Opening Times

Yes, we operate 24/7 365 days a year, including bank holidays.

Locations

We have service centres all over mainland UK - from Plymouth to Aberdeen and from Cardiff to Norwich. See our full listing of service centres for more details on which one is your nearest service centre.

Yes, we have a national network of wholly-owned service centres and we have over 3000 couriers across mainland UK. 

We have service centres in all the major conurbations across mainland UK. Click here to see a full listing and to find your nearest service centre.

Delivery

Yes, you get a notification of delivery by email and/or SMS and you can see an electronic proof of delivery signature with all the status updates available through our tracking.

Yes, you get a notification of delivery by email and/or SMS and you can see an electronic proof of delivery signature with all the status updates available through our tracking.

Collection

Yes, we operate 24/7 so we can collect at the time you require.

Yes, you can get an SMS or email notification of when the item is collected. You just need to set this up when you book online or book by the phone. You can always access the tracking page and see the status of the collection at any point.

Account details

No, you can book a delivery on your credit card - why not try our app, MyCourier? It will allow you to get quotes, book and track your same day delivery from the palm of your hand, wherever or whenever you want to.

Or if you want to get a quote or book online by credit/debit card, click here. You can also book over the phone.

No, you can have one account and book all services under it. However, if you would prefer multiple accounts, we can do that too!

It takes a few minutes to complete the online form and then, if the credit checks are all ok, it normally takes up to 24 hours to open the account.

Contact us

Just complete our contact us form or request a call back and we will be happy to help. If you have a more urgent request, why don't you try our LiveChat facility to talk to someone instantly.

Your local service centre will look after you and your account and help you with any queries.

For more complex and high delivery volume accounts, we give you an account manager as well to ensure that you are getting the best possible level of customer service.

Use our contact us form or contact your local service centre with any invoice queries.