Frequently asked questions.
Sending My First Shipment with Ume.
Sending shipments is easy done with ume.
Once you have agreed to ume’s delivery proposal and e-signed the pricing agreement, you will be provided with login details to our partner platform, DeTrack where you can manage your shipments on an ongoing basis.
A step-by-step guide to help you through the process can be found below. You can keep tabs on your shipments via the tracking links provided, and will receive a POD upon delivery completion (including photos and notes for Intermediate Membership and above).
We pride ourselves on being able to deliver almost anything, any time.
If the size of your shipment falls outside of the options available in our quote calculator, jump on chat and we’ll provide a tailored oversized goods quote for you, based upon your specifications.
Please note that all goods are measured and weighed prior to being shipped. If weight and/or dimensions are incorrect, shipping information will be adjusted and any additional fees charged to your account accordingly.
Maximum Sizes
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- The longest side of any parcel cannot exceed 120cm
- The largest volUme for any parcel is 100L
- The heaviest weight for any parcel is 25kg
Are your goods larger than this?
Chat with us now to discuss your options.
You’ll need to know your parcel’s actual weight as well as its cubic weight, as the delivery rate is calculated on whichever is greater:
The cubic conversion rate is 250kg per cubic metre:
Cubic weight = H x W x L x 250
- Convert measurements to metres
- Multiply the height x width x length x cubic conversion (250) to get the cubic weight
Example
(H) 0.8m x (W) 0.5m x (L) 0.15m x 250 = 15kg.
If the actual weight of this parcel was 5kg and the cubic weight was 15kg, the greater weight of 15kg would be used to calculate the shipment price
To find the volume of a cylindrical package, we still treat it as though we are calculating the volUme of a box, but substitute the width/height with the item diameters in the equation.
For a tube/cylinder, the cubic weight equation is:
Cylindrical Cubic Weight = L x D x D x 250
Example
For a tube that is 100cm long, with a diameter of 12cm, cubic weight is calculated as follows: (l) 1.0 x (d) 0.12 x (d) 0.12) x 250 = 3.6kg
If you are a new customer please reach out in advance to discuss a suitable subscription model and tailored pricing to suit your business so we can get you set up on our system and ready to ship.
Next-day bookings can be uploaded to Detrack via your login with a 3pm prior day cut-off.
For an urgent same-day booking, new and existing customers can speak to us instantly via their personalised members slack channel or of course you can call or email and speak with one of the delivery crew to get moving ASAP.
All pallets must be securely wrapped to ensure that contents cannot move about or even fall out in transit.
If goods are not securely wrapped, they may be rejected when the courier arrives.
Labelling is super important!
Please make sure you place the correct label, flat (unwrinkled) on the outer surface of each parcel or pallet; it must be visible and scannable. If labels are not correctly displayed our couriers may be unable to accept your shipment at pick-up.
It happens all the time, a parcel or pallet can be unintentionally measured or weighed incorrectly and is booked in at a smaller size than it actually is.
Don’t stress, we don’t charge penalty fees for incorrectly booked shipments, we just place the booked item into the appropriate category, before charging the difference in rate to your account.
Collections Explained.
We have drivers on the road all day completing collections for our guaranteed next-day delivery service.When you become a regular customer with ume, you will be allocated a collection window to give you a rough idea of when to expect your driver. Please be aware that from time to time this window can vary due to a range of factors beyond our control. We do our best to keep you informed of any major schedule changes to minimise inconvenience.If the driver is ahead of time, we will always get in touch to confirm that your goods are ready for collection/delivery.
Please ensure that the correct collection address has been provided when booking the collection through your dashboard. If the address is incorrect, phone number or delivery instructions you will be charged a futile fee + standard delivery fee for re-delivery or return of goods (50% of booked charges). If an incorrect collection address has been submitted and the courier is unable to find your location, you will receive a notification to let you know that we can’t find your customer. If you receive a failed delivery notification please view the POD and attached notes to understand what happened throughout the delivery. All goods will be re-attempted the following business day as standard (unless further information is required in order to complete delivery), but please do get in touch via your member slack channel if you have any queries at all.
Note, the above charges are rare as we always call you if we can’t find you/your customer. The driver will only call once to find your location.
All goods must be correctly labelled and sitting in the dedicated collection bay at the front of your office, home, business or warehouse.
Please ensure all palletised collections are securely wrapped and labelled and are ready to be loaded on to our vehicles.
Fees will apply or goods may be rejected if the courier has to wait for goods to be prepared for collection.
Deliveries Explained.
When uploading goods to the Detrack platform, please ensure that the all fields listed below have been populated in order to correctly complete your booking:
- Complete address
- Phone number for delivery address
- Point of contact at delivery address
- Delivery instructions - as many as you can provide reduces risk of re-delivery fees
This couldn't be easier, here’s two simple ways you can keep tabs on your ume shipments:
- Previous shipment - Login to your Detrack dashboard and track each shipment.
- Current shipment - Follow the tracking link that was sent to you vis email and SMS
Billing.
Once you have e-signed your delivery and or/storage agreement, an account will be set up for you. Depending upon the type of goods and shipments that we manage for you, there are a couple of payment options available:
- We can securely hold credit/debit card information via our payment gateway Stripe and direct debit your account daily/weekly. (All accounts are charged on Mondays, the first Monday after delivery has been made). All credit card types are accepted, fees may apply (please check with your bank).
- Weekly invoices with 7-day payment terms (paid by dd/eft to our account) *Noting that where a Pro or Platinum membership is in place, payment terms may be 14 or 28 days.
Security and privacy are super important to us at Ume.
We only accept payments via secure payment gateway providers including Stripe.
If you’re not familiar with Stripe, check out their site here. Jump on chat or flick them an email directly on security@stripe.com if you have any concerns whatsoever.
Now we have taken care of all of the important stuff, all that’s left to do is for you to jump onboard and activate your dashboard to see how we can get you moving.
On a monthly basis you will be sent a statement of account which includes a summary of all settled and outstanding payments for the month prior. If you are a direct debit customer via Stripe you can access your payment history at any time.
All Ume pricing is tailored to individual client needs, and our membership options give you the best opportunity to get great value for money from your deliveries. Reach out to us via chat or send us an email to discuss your requirements today.
Free Delivery Guarantee.
In the unlikely event that your shipment misses its allocated delivery window we will ship it again for you the next business day and refund you the delivery fee. (To the value of $100 per shipment).
If you have any issues with a delivery, just get in touch with us via your personalised Slack channel, instant chat or via email.
Sending Goods with Ume.
Please make sure your employees adhere to social distancing guidelines when our drivers arrive to collect goods.
At no time can our drivers enter your warehouse.
All goods delivered with Ume are automatically set to ATL (Authority to Leave).
Our drivers will always take note of the customer's name upon completion of delivery, and will always physically sign on their behalf.
If goods are left behind at an unattended premises or residential address, a photo will always be taken and the goods’ location also geotagged for an extra layer of security.
Please note that the driver's signature will suffice as confirmation for all deliveries. If a customer queries whereabouts of a delivery, please get in touch with your tracking number and we will review the photo of goods and/or geotag noted on the POD (Proof of Delivery).
We love new customers joining the Ume family!
If you are looking to ship regularly with us or have a bulk shipment that you need delivered, get in touch.
As soon as you reach out, we can work through a tailored courier plan and discounted pricing structure to suit your business and your customers’ needs.
If we ever feel that we’re unable to service some of your locations, your volumes are too small/large, or for some reason we can’t deliver a particular type of freight, we will let you know up front - there’s no fluffy stuff with Ume.
It is something we hate doing but transparency is everything for us. If we can’t offer the service that we pride ourselves on, we just won’t take you on. In this rare instance, we have a range of trusted courier partners we will be happy to refer you on to.
How to label your goods.
Ume uses printable labels which means that all goods shipped can be tracked all the way from collection right through to delivery. No label, no delivery!
After you upload your order to the dashboard you can print labels individually per item, or in bulk once you have uploaded all jobs.
Standard global shipping label dimensions: (150mm x 100mm)
Labels must be attached to the front of your parcel.
- Do not resize, shrink or edit your label
All barcodes MUST be visible (if you print it and it’s blurry or crumpled on the box), it may not be scannable and the courier can reject collection.
What not to do when labelling:
- NEVER hand write your labels, goods will be rejected.
- If you can’t print labels or your printer has run out of ink and one box/pallet is missing a label, please login to your dashboard and cancel that item.
Just to be safe, we tell all customers to do a few dummy runs with the label printer to make sure it’s fully operational and that you have it set up to work with our label sizes.
Yes, if you hold stock at our warehouse, we print your labels in-house as part of the pick and packing service under our 3PL service offering.
Have to package your goods correctly.
The safety of your goods in transit is super important to us.
Things will always move in the vehicles throughout the journey of the delivery, we just have to make sure that we’re doing everything we can to minimise the risk of damage.
Here’s a 5 step packaging guide:
Parcels
- Always use a secure box that has no damage to it.
- Place label securely on the top of the box, with the barcode clear from sticky-tape.
- If you have empty space inside the parcel, please fill it up with packing material to ensure the goods inside cannot move.
- Securely seal the parcel with as much tape as you deem necessary.
- If goods are fragile, place fragile stickers on top and sides of box.
Pallets
- Please make sure there is no overhang off the pallet.
- Make sure the pallet is not damaged.
- Wrap all items securely within the constraints of the pallet.
- Clearly label the front and back of the pallet.
- Wrap the goods securely to the pallet itself to ensure they don’t move in transit.
The more care you take, the safer your package will be. Imagine the parcel were dropped on the floor, how can we best ensure it doesn’t get damaged?
- Padding and bubble wrap inside a parcel
- Fragile stickers on parcels and pallets
- Securely wrap and tape items, ensuring any exposed edges are covered
- Double box parcels
- Broken pallets
- Transparent packaging
- Bubble wrap
- Plastic or shipping bags
- Hessian bags
- Stickers instead of tape
At this point in time, we do not ship any type of dangerous goods.
Any undeclared dangerous goods booked with Ume, either mistakenly or otherwise, will be handed to the relevant authorities to destroy and penalty fees will be charged to your account.
Problems with my delivery.
If you or your customer receive goods from Ume that have been damaged, please contact us here or get in touch via chat to speak with us instantly. Please attach as many photos as possible.
We will not hold any liability for an item that is not securely packaged.
Info required to submit claim.
- Photos of package/pallet inside and out
- A clear photo of shipping label
- Description of how goods were damaged
All shipments are able to be booked, reviewed, printed and tracked via your Detrack login. In the event that tracking is not working, please contact us via your member slack channel and we will investigate with the driver.
Any shipments added to your dashboard after your daily collection window has passed, will automatically be booked for collection the next working day, for delivery the following day after that.
Please ensure that all goods for next-day delivery are uploaded to your dashboard before 12pm, for delivery the following day.
Please check your tracking link for proof of delivery (POD) information including any relevant photographs and geotagged location of the goods at point of delivery.
If the POD doesn’t resolve your issue, please contact us here or to open an investigation and potentially lodge a claim for any missing goods.