FAQs

What service should I use?
Amtrak offers a range of "next day" services to suit every need.

When will my parcel be collected?
We will collect your parcel on the day you nominate, between 07:00 and 18:00 Hrs. If you book by 12 Noon we can (in some cases) collect the same day. Saturdays, Sundays and Public Holidays are excluded.

When will the parcel be delivered?
Amtrak's service is a "next day" delivery service and items will be delivered between 7am and 6pm unless you have chosen one of our premium services, which will be delivered by the nominated time, e.g. before 9am. Postcode exceptions apply.

What is the maximum weight I can send?
The maximum weight is 35 kilos per parcel. There is no restriction on total consignment weight.

What is the maximum dimension of a parcel?
The maximum length per parcel is 1.5 metres and / or a combined length x width x depth of no more than 2 metres.

What is the volumetric charge?
Amtrak reserves the right to charge the volumetric weight of the consignment in the instance where the volumetric weight is greater than that of the actual weight of the parcel. Please refer to the Weight / Size Limitations of the Service Guide.

Will I be charged for the number of parcels I send?
You will be charged for the total consignment weight and not for the number of parcels contained within the consignment.

What items can I send?
There are some items that Amtrak cannot accept which are classed as Restricted Goods for details please refer to Section 9.5 of our Terms & Conditions of Carriage.

What else will I be charged for?
The quotation you receive via the website will be the total charge for sending your goods, and VAT will be applied to the transaction. Please note that the weight and volume of any parcels may be checked by us any excess over declared weight/dimensions will result in further charges.

Do I need to contact my local depot once the booking has been made?
You will not need to contact your local depot once the booking has been made, just leave everything to us.

What do I do if I don't know the postcode?
You will need to know the full delivery address with postcode and contact details of the person you are sending the goods to in order to make the booking. Without this information, we are unable to complete the transaction.

Who do I contact should anything go wrong with the delivery?
If you have a query relating to the collection or delivery of your consignment, please email amtrak-it@amtrak.co.uk and we will respond to your query within 24 hours (Mon-Fri).

How do I package the parcel?
You must provide your own packaging for the item you are sending and it must be securely packed for transportation through a mechanized sortation system. Packaging must be sufficient to guard against outside impact and must also keep the contents securely in position inside. Insufficient or inadequate packaging will mean that your goods will not be covered by Amtrak's 'Goods in Transit' Liability, and our driver may refuse to collect.

What paperwork do I need to complete?
You do not need to complete any paperwork as everything is booked online.

Can I send livestock?
No.

Am I covered for items lost or damaged during transit?
Amtrak accepts Goods in Transit Liability at £12 per kilo. Please refer to the Conditions of Carriage for further details.

What happens if I need to make a claim for damage or loss?
To make a claim, you must notify our claims department in writing within 21 days from when the Consignment was collected. Please refer to the Conditions of Carriage for further details.

Claims Department
Netfold Ltd t/a Amtrak
Northgate Way
Aldridge
Walsall
WS9 8ST
claimsdept@amtrak.co.uk

What happens if there is no one in to accept the delivery?
If there is no one in to accept the delivery, then delivery will automatically be reattempted the following working day (Monday to Friday only.) If, after two attempts the goods are still undelivered, then the recipient will have two days in which to collect their goods from their local depot. Should the goods not be delivered or collected by the recipient within 5 days of first attempt, we will return to sender and charge at outbound rate via your payment card.

Can my goods be left at an unattended address?
Yes, if the "Unattended Delivery Service" has been agreed to.

Will I receive a receipt of payment?
A confirmation email will be sent to you confirming how much has been deducted from your credit card. If you have any queries relating to the charge, please email Amtrak-it@amtrak.co.uk. Should we have to charge for excess weight, volume or return to sender we will deduct retrospectively and issue a receipt by email.

Tracking
Your parcel can be tracked online using our online tracking system. All you need to do is enter the consignment number given to you when you book and you will be able to find out where it is. Parcel tracking can be found on the Home Page of this website.

Proof of Delivery
Proof of delivery is available within 48 hours of delivery. Enter consignment number in parcel tracking box.

Is this service Guaranteed?
In most cases deliveries will be next day, but owing to a vast range of circumstances (most outside our control) we do not offer a 100% guarantee.