Delivery

When will my item arrive?

There are several factors that determine when Royal Mail will deliver your item:

• The service used to send your item
• The date/time of our/your next delivery
• Public/local holidays

I know the service used, when should I expect my item?

2nd Class Parcels – the aim is to deliver in two to three working days.

• Royal Mail Tracked

These services provide the sender with online delivery confirmation. Royal Mail Signed For® also provides a signature from the recipient upon delivery.

When can I expect my next delivery?

Royal Mail aims to make one delivery every day, Monday to Saturday. These are scheduled to be completed:

• Addresses in urban areas – by 3pm
• Addresses in rural areas – by 4pm (subject to exceptions for remote areas with limited transport infrastructure such as the Highlands and Islands)

Note: changes to mail volumes, transport disruptions and operating issues mean that sometimes your delivery may be later in the day. Please check ‘Service Updates’ to see if there are known issues in your area.

How do I find out if my delivery will be affected by a public/local holiday?

Royal Mail collects and delivers mail on most days of the year, including Saturdays. However, it does not usually collect or deliver on public holidays.

I’ve had my delivery today and the item I was expecting didn’t arrive. When will I get it?

There are occasions when Royal Mail will deliver an item separately from your usual delivery; for example, a large item or a Special Delivery Guaranteed item. So your item may still arrive today.

Track your item says my item’s ready for delivery, when will it arrive?

It should arrive with you the next time Royal Mail delivers to your address.

I need help with my reference number

Why isn’t my reference number recognized by Track your item?

There could be a number of reasons for this. Please check:

• The number entered is correct.
• If you’re the recipient, check the sender has given you the right reference number.
• The reference number is for an item sent with Royal Mail, using a service that offers tracking.
• If the item has been sent. The sender might have created a tracking number, but not yet submitted the item into our network. Please try again later.

How do I find my reference number?

Your number is between 9 and 27 characters long. It may be called a bar code or a reference.

What can I do if I’ve lost my reference number?

If you’re the recipient:

• Contact us by phone or email and we will give you the number. MuseumSupplyCo will email you the relevant reference, as soon as the item(s) forwarded.
• If ordered online, check your order confirmation or invoice. It might contain your reference number.

What does my tracking message mean?

When sent mail using a tracking service, your item gets scanned at various points in its journey. You’ll see this information when you use ‘Track your Item’.

Please note:

• The status in Track your item will be the most up-to-date information from Royal Mail.
• The number of times your item is scanned depends on the service used.
• For some services – including Standard Tracked & Express Tracked services – Royal Mail scan items twice: when received and again when delivered. This could mean the status of your item doesn’t change for a few days. Don’t worry though, it’s on its way.

Royal Mail messages have been made as easy to follow as possible, but some of them can be confusing.

Below are listed some of the most common terms and what they mean.

• We’re expecting it – The sender has informed Royal Mail (due for collection) and they already know this item will be with them soon, but is not as yet received. Royal Mail will then update the tracking information when received.
• We’ve got it – Royal Mail acknowledges that your item is in their network and will update the information as it moves through its network. If the service used only offers delivery confirmation, it will update the status when it’s been delivered.
• Your item was posted at the Royal Mail Customer Service Point – Your item was dropped off at one of Royal Mail Customer Service Points; the message will include the location, date and time. This message is updated as the package moves through their network. If the service used only offers delivery confirmation, the status will be updated when the package has been delivered.
• Internal exception occurred – Royal Mail is experiencing system issues. Please try again later.
• In transit – Your item is on its way through the Royal Mail network. This message can cover several stages of its journey. You’ll see more details of its location and status when you enter your reference number.
• Pending – This can cover several possible situations in your item’s journey, including if Royal Mail hasn’t received the item yet. You’ll see more details specific to your item when you enter your reference number. Here are some of the more common Pending message meanings:
  • Held with fee to pay – There are two reasons you may have received a Fee to Pay card – the sender did not pay the full postage or a customs or other charge has been applied to the item. If this should occur, contact us on orders@museumsupplyco.com and we will refund you immediately.
  • Available for Collection or Re-delivery – Royal Mail have tried to deliver your item and have left a “Something for You’ card detailing how you can get your item.Item Prepared for Re-delivery/ Item prepared for Re-delivery to Post Office – The recipient has received a ‘Something for you’ card and has arranged for the item to be redelivered.
  • Delivery Attempted – Address Inaccessible – Royal Mail was unable to gain access to the address to deliver your item or leave a ‘Something for you’ card. They will try again to deliver the item the next day if possible.
  • Ready for delivery – Your item has reached the local delivery office. Royal Mail will try to deliver it as soon as possible and will update the status when they deliver or attempt to deliver the item.
  • Your item was delivered – Royal Mail have either delivered it to the address on the item – this could be your home address, work/business address, or the address you’ve arranged to collect it from – or have left your item with a neighbor.
  • If Royal Mail leave your item with a neighbor the message will tell you which neighbor and they will also leave you a card confirming the details.
  • If your item is being delivered to a work address or business, there may be some instances when Royal Mail cannot deliver as addressed. If you haven’t received the item please check with your colleagues or the post room to see if someone has accepted the item on your behalf.
• Proof of delivery is not available – This could mean:
  • The item was sent using a service that does not provide a copy of the signature.
  • The signature might have been taken on a confirmation of delivery card. Royal Mail aims to get these signatures online within 72 hours of delivery, but you’ll usually see it much sooner.
  • Find out more about ‘signatures’.
• Retention Item – Some business addresses have a Retention Service to cover days when they’re not open. Royal Mail won’t deliver to them on these days. Instead, they will hold on to the item and deliver on the next working day, or according to the business’ instructions.
• We could not retrieve your details – Deliverer is currently experiencing system issues. Please try later.
• Collected – The recipient has picked up the item.

Wrapping and packaging – general and item specific guidance

MuseuemSupplyCo wants you to enjoy the products you have ordered to the full extent possible. Making sure your items are safe and secure ‘in-transit’ is our responsibility and so we take great care in using secure packing materials in fulfilling each product order.

General information regarding the wrapping and packaging of your ordered products

• We use padded envelopes for sharp edges or odd shapes.
• Making sure any outer containers are strong enough for their contents.
• Fragile items are packed so as not to touch either each other, or the side of the container. Fragile sticker is finally attached on package, as necessary.
• We fill containers with cushioning material like bubble-wrap or polystyrene chips.
• We place a return address on the item.
• Put a contact name, address and telephone number inside.
• Seal securely with nylon or vinyl tape along all edges and openings.
• Flatten any sharp edge from staples or metal fastenings, and cover with tape.

Guidance on wrapping and packaging specific items

Bookmarks & All Paper Products

Padded bag, heavy-duty cardboard envelope or polythene shrink-wrap.

• Small items: padded envelope.
• Larger items: corrugated fiber-board book pack, giving 2.5cm clearance at each end.

Posters, Prints & Mounted Items

• Wrap cushioning material at least 5cm think around each item.
• Place between thick board or polystyrene giving 2.5cm clearance at each end.
• If glass is included this requires a minimum of 10cm of cushioning material & placed in a rigid container.

All Fragile items

• We use bubble wrap at least 5cm thick to wrap the extremities of the item. Also wrap remaining item.
• Place the item in a strong rigid container, which is the correct size for the item.
• If the container is a little large use more bubble wrap or packing foam to secure the item in place.
• Seal the container securely.
• Address your parcel with the full name, address and postcode, adding a return address.