Unfortunately, not every pickup or delivery goes as planned, for example when the recipient is not present. In these kind of situations, a second pickup/delivery attempt has to be scheduled. This results in extra costs. When this is the case, we will always make sure to first try and contact the contact person and/or the shipper to ensure there is no other solution possible. When it is not possible to solve the problem or we cannot reach the responsible person, the carrier is allowed to leave after asking us for permission.

Other situations where a carrier cannot pickup/deliver the goods are:

• Pallets are not ready (yet)
• The address turns out to be incorrect
• The waiting time at a location is too long and the carrier has to leave.

To be able to solve these kinds of problems instantly, it is very important that the contact person of the concerning location is available.

For a second pickup attempt, extra costs will be 70% of the transport costs.

For a second delivery attempt, extra costs can be up to 100% of the transport costs as the carrier has to adapt his planning, return the pallet to a warehouse and deliver again the next day. When a carrier cannot unload, the pallets stay in the truck meaning that the carrier cannot load other pallets in that space. Extra costs always depend on the circumstances and will be determined per situation. When a carrier cannot unload, you will be informed by us by phone and/or email.  

Return costs

When a carrier cannot unload a shipment, there might be return costs. Carriers can charge return costs when they have to take the pallet back to their warehouse before being able to do a second delivery attempt, or when a shipment is refused and has to be sent back to the loading location. These return costs are covering the extra kilometers they have to drive for the order.