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Home > Resources > FAQs

Our most frequently asked questions


If you've got questions, we've got the answers; whether you want some general information or more detail on tracking parcels. Simply click on the relevant arrow and scroll down to find the question you're looking for.

What services do you offer?

We offer UK and International delivery services from least cost delivery right through to Premium insured Next Day delivery services. You can see more detail on all of the services we offer by visiting our services page.

Do you offer international services?

Yes we do, we have several different international services you can utilise. To see all of the services we have available visit our international services page.

How do I set up an account?

Setting up an account is simple. Get in touch and we will take you through the process as swiftly as possible. We will assign you a dedicated account manager who will help you with everything from account set up, collection scheduling, consumables management and IT integration.

How long does it take to set up an account?

Account set up can take as little as a few days but this may depend on the integration required on a client by client basis.

Which warehouse management systems do you support?

We have performed integration for clients using Linnworks, E-Seller pro and Store Feeder, as well as linking to some bespoke customer systems.

13ten also offer an online label generator tool which can allow users to create integrated barcoded customer address labels allowing access to our full range of domestic services. This can be used on a single or bulk input and output basis and is a great tool for customers using eBay & Amazon selling platforms too. Please visit our services or contact us page for more details.

How do I track a parcel?

You can track a parcel through our website on our tracking page. If you have any queries about the parcel you can contact your client services manager and they will be happy to help however they can.

Can I claim for a lost/damaged parcel?

This will depend on which service you have used with us. Some of our services do offer insurance up to a certain value. Please contact your Client Services Manager to check if you have used a service that you can claim on and to then make sure you understand the claims process accordingly. Claims can only be made by our client not their recipients.

What happens to Returns and Undeliverable items?

When a parcel is undeliverable the carrier returns the parcel to 13ten and then 13ten return the parcel back to the client. It is also possible on some services that the return will be returned to the return address detailed on the packet directly by the carrier, but this only happens on specific services.

Who will be delivering my parcel to my door?

13ten do not perform the physical delivery, the delivery of your parcel to your door will be made by one of several different carriers that we use on behalf of our clients including but not limited to Royal Mail, Yodel, Hermes, DHL and DPD.

Who do I go to if I have a complaint about my delivery?

If you would like to make a complaint regarding your delivery 13ten will be happy to deal with this for you. We have direct contact with each carrier and will forward any complaint on and follow it up to ensure that any problems are dealt with as quickly as possible. If you have a complaint visit our contact us page and we will be happy to help you.

Can I claim for a lost/damaged parcel?

If your parcel has been lost/damaged please contact the company that you purchased your item from, to find out their policy with regards to items lost/damaged in transit. Unfortunately 13ten are unable to help recipients with any claims.

Why is my tracking reference not working?

If when entering your tracking reference given to you by your seller it returns with the message 'Invalid Tracking Reference' it may be because 13ten have not yet received your parcel. Our system will not recognise a tracking code until it is physically scanned into our facility. Try your tracking number again tomorrow and if you are still unable to find any information you may want to get in touch with the company you ordered the item from to check it has been shipped or contact our tracking support team via our contact us page.

What if I have missed my delivery?

Depending on what service your item has been sent on the courier may leave a card so that you can rearrange delivery or collect your item from your local depot.  Alternatively the courier may reattempt delivery again the next day. You can check your parcel status by using our online tracking tool.

What time will my delivery be made?

Your delivery could be made any time between 7am - 9pm. An allotted time slot is only available on certain services so this will depend on the service your sender has used.

My parcel status says "left safe" What does this mean?

Several of our carriers use a leave safe policy. This means that they can leave your parcel in an area which they deem as safe. This should be out of sight and under cover as defined by the couriers leave safe guidelines. The carrier should leave a card to tell you where they have left your parcel.

How do I return my parcel?

Please contact the sender of the parcel and they will explain their specific returns policy and process accordingly.

My tracking status says "out for delivery" today but I have not yet received it.

Deliveries can be made up until 9pm. If your parcel still has not been delivered it may be due to the driver not being able to get to you that day, in this instance delivery should be reattempted the following working day. Depending on the service used by your sender, some couriers give their drivers up to 3 days to deliver the parcel to you depending on the delivery service selected. Check your tracking status the next morning to see if your item has gone back out for delivery again, or get in touch with our tracking support team.

Do I need a tracking code?

Yes, to be able to track your parcel successfully our tracking support team will require a tracking number to identify the correct parcel. You should have been provided with a tracking code by your sender, if you have not received one contact your sender, before getting in touch with us.

I have a parcel coming from Abroad (e.g. America), why is my tracking code not working yet and why is it taking so long?

Please bear in mind when a parcel is being shipped internationally (e.g. From America) there can be short delays in logistics and customs clearance. Also with specific reference to one of our large American Senders, the 13ten tracking reference is emailed to recipients before the parcel has been shipped to the UK, naturally the tracking code will not work on our system until we physically scan the parcel in our 13ten facility. Please allow 2 - 3days for shipping from the US to the UK.

Do your deliveries require a signature?

The delivery service used is at the discretion of the shipper. We offer a range of delivery services and some use signature POD but some do not, this will depend on the service selected by the shipper.