Shipping & Excess Baggage
Need to send belongings home? We ship both in the UK, Europe and Worldwide
Easy as 1-2-3
Book Here and accept quote
We will collect and re-pack your items ready for shipment
Receive your items at your new address
Shipping Made Simple
Ship your belongings to over 200+ Countries
What's included as standard:
✔︎ FREE Collection
✔︎ Inclusive Insurance
✔︎ Customs Documentation Completion
✔︎ Door to Door Service
✔︎ Personal Packing Option
What comes as Extra
✔︎ Re-packing and itemised contents list
✔︎ Weighing items
Get a quotation for shipping your belongings. Select which IQ Property you live at below.
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Shipping & Excess Baggage Services
We can help you pack your belongings and ship your belongings and excess baggage anywhere in the UK or worldwide. Simply place your order, and we will collect and complete door to door shipping. All items are fully trackable online, and the service team are here to support you every step of the way. Please note some rural destinations may incur additional fees, but if this is applicable we will let you know this before completing your order.
We will issue all relevant customs documentation and support you every step of the way. If you require help in packing your items to be shipped, we can provide assistance through our packing assistance service.
Frequently Asked Questions
How do I track my shipment?
How long will it take for my shipment to arrive?
What time will you collect my shipment?
What do I need to do before collection?
How should I prepare my shipment?
What can I send?
Is there any items that I can't send?
What is customs clearance?
What happens if my parcel is held by customs?
What are my responsibilities as a shipper?
What items are prohibited?
TERMS & CONDITIONS
1.1 This service is provided by Ping Services Limited registered in England and Wales with Company Number 12319160 and whose registered office address is at Office 6 Town Hall, 86 Watling Street East, Towcester, Northants NN12 6BS. Your contract for this service is with us, “Ping Services”.
1.2 You should read these terms and conditions (“Terms”) carefully and accept them before purchasing any of the Services. By using and/or ordering Services via the platform you agree to be bound by these Terms. If you do not agree with or accept any of these Terms, you should refrain from placing any orders.
1.3 In these Terms ‘we’, ‘our’ and ‘us’ refer to Ping
, our subsidiaries, employees, agents and independent subcontractors. ‘You’ and ‘your’ refers to any individual using the Platform and/or making an order for services.
1.4 You can contact our customer care team by telephone on 020 3368 8454, by writing to us at Ping Services Limited,
Office 6 Town Hall, 86 Watling Street East, Towcester, Northants NN12 6BS
or by email at support@ping-s
.com or chat to us via your order in the Platform.
1.5 If we need to contact you we will do so by telephone, in writing to the email address provided upon your Booking Request Form, by our instant messaging, or by text message.
2.1 When applicable, Ping Services will supply you with a number of price options which shall reflect the information provided by you when completing your order. The price options will vary depending upon when they are requested and the desired completion date.
2.2 Ping Services will accept amendments up to 48 hours prior to the date that services are required. However, you may incur additional charges in relation to such changes. If on arrival at the address provided by you, we cannot gain access to the premises due to incorrect information being provided and you are uncontactable by telephone (using the number provided by you on the order), we shall be entitled at its discretion to cease provision of the services and/or cancel the services if you cannot be reached and access gained within the wait time. In this case, you shall not be entitled to receive a refund and any sums due to Ping Services for Services that you have not yet paid for shall become immediately due and payable.
2.3 For any amendments made less than 48 hours prior to the date that services are required where we are able to accommodate these changes, you will incur additional charges.
2.4 If the Services required are materially different to those in the order, we shall have the right to terminate the contract.
2.5 Fees or taxes payable to any government bodies (if moving goods abroad), customs duties or port storage charges are not included in your quote. Ping Services is not responsible for such costs.
2.6 Any additional charges incurred by you under these terms if not already paid for by you shall be due and payable 2 days from the date that the services were provided.
2.7 If you have any questions or wish to discuss any of the additional charges referred to in this clause, please contact our Customer Care Team.
2.8 Ping Services will accept amendments up to 48 hours prior to the date that Services are required. You may incur additional charges.
2.9 Additional charges apply if the Services required and subsequently booked differ upon the arrival of the Ping Services team.
IF PING SERVICES DOES NOT ACCEPT YOUR ORDER
If Ping Services is unable to undertake the services, or decides not to accept your order, you will be notified as soon as possible by email or by telephone. Ping Services will use its reasonable endeavours to try and find another Partner to undertake the Services on your behalf. Accepting your Booking Request is at Ping Services discretion.
YOUR JOB NUMBER
Upon confirming your order, Ping Services will assign and notify you of the Job Number allocated to your Booking. Please reference this number when contacting PingServices.
SERVICES AND OUR CONTRACT WITH YOU
As set out above, Ping Services will supply you with Price Options dependent on your requirements notified in the Booking Request Form. The information you provide on the Booking Request Form is used to produce the Price Options, any alteration to the information supplied on the Booking Request Form may subsequently alter the Price. Accepting a particular Price Option that best suits your needs and supplying Ping Services with your payment details creates a contract between you and Ping Services and grants Us authority to confirm that you have accepted the Price Option and that we will undertake the Services for you at the agreed Price.
5.1.1 Our team will arrive at the address provided by you and on the date agreed in your order or any subsequent date and time notified by you to Us and Ping Services confirm their acceptance of such change. Please note that any proposed change to the date and time that the Services are to be provided may result in a change to the Price, which will be notified to you in advance of the Services being undertaken.
5.1.2 Where a room packing service is ordered with storage or relocation to an other UK address we will pack all the contents in your room, other than items that belong to the property or where items have been discussed and agreed with you. All perishable items in any fridge of cupboards will be disposed of unless otherwise agreed with you. It is your responsibility where you share communal spaces to provide accurate descriptions and information on what items belong to you. We take no responsibility if the description and instructions are incorrect. We will deliver your storage goods in the same condition they were in when packed or made ready for transportation. If we fail under this clause please see clause 8 for information on liability for loss or damage. If you (acting reasonably) believe that damage to your goods was caused by use, written notification including genuine evidence of the damage and loss of value is required within seven days of the services being completed. Outside of this time frame, Ping Services is not liable.
5.1.3 Where a room packing service is ordered with shipping we will pack all the contents in your room which we deem to be shippable and are not prohibitive or restricted for air transportation. All perishable and restricted or prohibited items will be disposed of unless you advise us otherwise of instructions of what to do with these items. It is your responsibility where you share communal spaces to provide accurate descriptions and information on what items belong to you. We take no responsibility if the description and instructions are incorrect or for the disposal of perishable, restricted or prohibited items if you did not provide any specific instructions to us which were acknowledged in writing prior to the job being completed. We will seek your approval for shipping your items to you at an address specified by you, and responsibility for your items will then transfer to the international courier handling the shipment. Ping Services is not liable for any damage or loss or delay and you will need to raise any issues directly with the courier company based on their Terms & Conditions.
5.1.4 Where a Worldwide Shipment & Deliveries is ordered all perishable and restricted or prohibited items must be removed by yourself, and if not, where any items are collected and taken to a Ping Services warehouse will be disposed of unless you advise us otherwise of instructions of what to do with these items. It is your responsibility to remove these items before shipping and Ping Services will not be responsible for any fines, halt on shipment or destruction of property as a result of you not taking this action. We will seek your approval for shipping your items to you at an address specified by you, and responsibility for your items will then transfer to the international courier handling the shipment. Ping Services is not liable for any damage or loss or delay and you will need to raise any issues directly with the courier company based on their Terms & Conditions.
5.1.5 Our packing service will include all packing materials to adequately pack your items for transportation. We will provide a summary of the total boxes and loose items at the end of the job to you via email along with some photos of the room prior and after all your items have been packed. From time to time we may also record a live video for our own internal purposes which will be via a wearable camera on one of our team members.
5.1.6 Our shipping service will be provided by us through a quotation system, you can approve the quotation or decline the quotation and service provided by us. If you then wish for us to temporarily hold your items whilst you make other arrangements we can provide this service at the current holding storage rates which our customer support team can provide.
6. SERVICES PING SERVICES DO NOT PROVIDE
6.1 Ping Services will not do anything to put our team in danger. For example, Ping Services Partners will not enter any premises unless properly lit, floored and where safe access is provided.
6.2 In order to adhere to permits and insurance, we will not transport animals or people, unless agreed by Ping Services in writing prior to your order being accepted.
6.3 We will not agree to do anything where they do not have the requisite qualifications.
6.4 We will not transport illegal, stolen or dangerous goods. This includes goods that in our reasonable opinion present potential danger to Our vehicles and/ or staff, any other assets or goods that require specialist knowledge or equipment to transport. We are within our rights to destroy, dispose of, and to charge you additional costs incurred should they transport any such goods without their knowledge. PingServices shall report such goods to the relevant authorities, where required to do so.
6.5 We will only transport goods that require special licenses or government permissions if you have all required documentation. Ping Services require advance warning and agreement in writing to transport such goods. Ping Services will not accept liability for loss or damage to any such goods and you will be liable for any loss suffered by Ping Services or the Partners for transporting such goods without prior written agreement of Ping Services or the Partner and/or without the knowledge. You will indemnify Ping Services in full for any charges, expenses, damages or penalties claimed against Us or Our Partners. Ping Services or its Partners may, at Our/the Partner’s sole discretion, destroy or dispose of such goods for which you will be liable for the costs.
6.6 We will not dismantle or assemble any furniture unless previously agreed in writing prior to or at the time of ordering or subsequently agreed by Ping Services in writing.
6.7 We will not disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings or equipment; unless previously agreed in writing prior to or at the time of ordering or subsequently agreed by Ping Services in writing.
6.8 For the avoidance of doubt we shall not be obligated to provide the services for in excess of 9 hours per day. It is at our discretion if they choose to do so, and subject to ensuring the safety and wellbeing of our staff and ensuring that they are only providing Services in accordance with any applicable legislation.
7. ADDITIONAL SERVICES
7.1 Our video calling service is available subject to availability and is charged per 30 minutes. We will confirm the estimated time of the call and it is your responsibility to ensure you are available and you have provided the correct contact number.
7.2 We may supply additional services (which must be booked through PingServices) which include but are not limited to; packing, disassembly and reassembly of goods, storage, enclosed transportation for vehicles and piano tuning. If you require additional services, these must be booked in accordance with these Terms (as set out in clause 3)
7.3 Where we provide a temporary storage holding facility, you must provide at least 72 hours notice to request your items are made available to be collected by yourself or a designated company. The availability for your items to be collected will need to be first agreed with our customer care team.
7.4 For further details and to book additional services, please visit Our Ping Services Site or speak with one of Our Customer Care Team on 020 3368 8454. If you decide to book such additional services they will be covered by these Terms.
8. CUSTOMER OBLIGATIONS
8.1 By entering into the Contract you must comply with the following obligations. If you fail to comply with these obligations, Ping Services is not liable to you for any losses incurred.
8.2 You must guarantee that all goods transported belong to you and that if anyone has legal interest in the goods, you have their permission to transport them.
8.3 You must provide Ping Services with your current telephone number and email address. If these contact details change, you must let us know immediately. Correct and precise addresses for pickup and delivery locations are compulsory.
8.4 Upon completion of your packing or delivery within the UK we will provide to you via email a job sheet which sets out what goods have been collected, transported and delivered. It is identified by the specific Job Number given to you at the time of ordering.
8.5 If shipping your items overseas you must provide the full shipping address details for the recipient including contact names and local contact numbers.
8.6 It is your responsibility to advise us at the time of ordering if there are any specific instructions or requirements with regards to perishable items at your property, or in your shipment or specific instructions of what you would like us to do with any restricted or prohibited items that are at your property but can not be shipped internationally. Without specific instructions these items will be disposed of.
8.7 It is your responsibility to provide an accurate contact telephone number with access to a video calling system (like whats app, zoom). We will confirm the estimated time of the call and it is your responsibility to ensure you are available and can give us any clear instructions at this time.
8.8 All payments must be made in accordance with this agreement and all overdue payments will incur interest on a daily basis that is calculated at 3% per annum above the base rate of Barclays Bank plc.
8.9 Ping Services is not responsible for any additional charges incurred by the international courier as a result of misinformation in regards to the weights and dimensions of your items. Our prices always exclude any local custom charges and you will be responsible for these charges.
8.10 Once your items are collected you will need to liaise with and raise any issues directly with the courier company based on their Terms & Conditions. If you are not reachable by the courier company via the contact details you have provided, Ping Services cannot be held responsible if this results in any damage, loss or delay of your shipment by the courier company or local customs office. Should your items be returned to the UK as a result of this taking place you will be responsible by the cost of this as well as the cost to have your items re-shipped.
9. CANCELLATION & POSTPONEMENT
9.1 Consumers Statutory Cancellation Right. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not applicable to service contracts which provide for the transport of goods on a specific date or period for performance.
9.2 Postponement & Cancellation by The Customer. If you wish to postpone or cancel the Contract please notify Us, in writing as soon as possible. If you cancel by telephone we will email you confirming the cancellation. All postponement and cancellation charges are charged as follows:
9.2.1 If a Domestic Service is booked and Ping Services receives notice in writing or by telephone no less than 48 hours before the date that the Services are due to be provided, there will be no charge. If you paid in full upon booking the Services, you are entitled to a full refund.
9.2.2 If a Domestic Service is booked and Ping Services receives notice in writing or by telephone with less than 48 hours but not less than 24 hours before the date that the Services are due to be provided, you will incur a charge equal to 50% of the Price. If you paid in full upon Booking the Services, you are entitled to a 50% refund of the Price.
9.2.3 Urgent Bookings are non-refundable if cancelled or postponed. If you postpone or cancel the Services and as a result of this clause 12, and additional amounts are owed to Ping Services, these will be due immediately. If you postpone or cancel the Services and have a dispute regarding a payment made to Ping Services, a charge pending or an issue relating to the service, you must notify us as soon as possible, and no later than seven days after the services have been provided, by contacting our Customer Care Team.
9.3 Cancellation by Ping Services
9.3.1 If you breach any term of this contract then Ping Services are entitled to terminate the Contract.
9.3.2 If we are unable to perform the services agreed upon ordering (or if We are unable to find an appropriate Partner to undertake the Services), whether through its own fault or as a result of something outside of our control then Ping Services will notify you as soon as possible by email or by telephone.
9.3.3 If you make an order, Ping Services shall use its reasonable endeavours to confirm your order. If Ping Services is unable to do so, we are not in breach of the Contract but you will be entitled to a full refund.
9.4.1 If Ping Services or its Partner cancel the Contract in accordance with clause 13.3(a) you will not be entitled to a refund. If PingServices or its Partner cancel the Contract in accordance with clause 9.3.2 or 9.3.3 then you are entitled to a full refund.
If you cancel the Contract in accordance with clauses 9.3.1 or 9.3.2 any money that is due to be refunded to you will be transferred within three to five working days of our Customer Care Team receiving a written request for a Refund. Ping Services require confirmation of your bank account details within five days of submitting the request to us by email. The request must be submitted no later than seven days after the date when notification that you are cancelling the Contract was sent.
10. LIABILITY FOR LOSS OR DAMAGE
10.1 Ping Services shall have no liability to you for any loss or damage to any of your goods or premises or any other loss suffered by you arising out of the contract.
10.2 Unless previously agreed in writing, our liability is fixed for all claims of loss or damage to goods, due to its negligence or breach of Contract, for an amount of £40 per individual item/Box and for the avoidance of doubt limited to an aggregate of £10,000 (ten thousand pounds for all items taken together). If all of the goods transported by us are stolen during the provision of the Services or destroyed by fire the Partner’s liability is limited to a total of £10,000 for all of your goods. It is your responsibility to provide Ping Services with evidence of the value of goods lost or damaged and proof that the damage was caused us. For the avoidance of doubt the liability under this clause is limited to a total of £10,000.
10.3 For the purposes of this Agreement an item is defined as: The entire contents of a box, parcel, package, carton, or similar container; and 10.3.1 Any other object or thing that is moved, handled or stored by us.
10.4 If we are liable for damage to your premises subject to you producing satisfactory evidence that the damage was caused by the our team and not by you or a third party. Our liability to you is limited as follows:
If we damage premises or property other than the goods they are contracted to transport as a result of their negligence or breach of contract, they are only liable for repairing the damaged area. This liability is in accordance with the limitations of clause 10.4. We are not liable for any damage caused to any premises or goods if you ignore Ping Services or the Partner’s advice in relation to the Services. You must advise Us by email or telephone, no later than seven days after completion of the Services, if any damage is caused to the premises or your goods upon collection, transportation or delivery. Ping Services are liable outside of this time unless permitted by law.
10.5 Neither Ping Services nor its Partners are liable for:
Damage caused as a result of your actions and/or your breach of these Terms;
Perishable items, including but not limited to food and drink;
Damage caused by moths or vermin or any other infestation;
Damage caused by fire;
Damage caused to any furniture packed and/or unpacked by you or a third party;
Normal wear and tear;
Goods loaded and/or unloaded against our advice;
Damage to any goods or premises not caused by Us;
Damage to goods or premises caused by you or a third party when packing, loading or unloading them on and/or off Our vehicles or otherwise;
do not transport live animals or plants unless agreed and appropriately organised upon booking. Ping
is not liable for harm caused to live animals or plants transported without Our knowledge;
Damage to your electrical goods (unless you can provide evidence that such damage was as a result of our negligence); Loss incurred if any of your goods were already damaged or had an inherent defect;
Damage if any of your goods are susceptible to damage including but not limited to breakage, internal spoilage, leakage, malfunctions;
Damage to any collections or documentation including but not limited to stamps, coins, gemstones, share certificates, deeds to properties;
Personal items including but not limited to jewellery, handbags, clothes and hats, unless properly packed and included in the Comprehensive Inventory List;
Business loss whatsoever if you are a Private Customer; Loss or damage which occurs after the goods have been delivered to you or your representative;
Loss or damage not caused by Us or Our Partners, employees, subcontractors or agents;
Loss which is not reasonably foreseeable;
Damage caused to your goods which are held by Us or Our Partners in accordance with clause 13.9 and clause 15.
10.6 Transit Outside of The United Kingdom.
If you require Services outside of the United Kingdom, in addition to the liability provisions in clause 10.1 to 10.4 (inclusive), neither Ping Services is not liable for any goods confiscated, seized, removed or damaged by any customs authorities or any other government agency unless such damage, confiscation, seizure or removal was as a result of Our Partner’s negligence or breach of contract.
10.7 Events Outside of Our Control.
Ping Services is not liable for any damage or loss if any of the below occur:
Acts of God, including but not limited to flood, drought, earthquake or other natural disaster;
Epidemic or pandemic;
Acts of war, threat or preparation for war, riot, nuclear or chemical containment, change in the law or action taken by a government or public authority, collapse of buildings, fire, explosion or accident and any labour or trade dispute, strikes industrial action or lockouts;
Delay in transit; government lock downs or restriction of movements;
Any events which can reasonably be considered outside of Our control.
10.8 Neither We nor Our Partners will exclude our liability for death or personal injury caused by our or the Partner’s negligence, fraudulent misrepresentation or liability which under the laws of England and Wales may not be limited or excluded.
10.9 None of our employees or subcontractors other than the Partner who undertook the Services, are independently liable for any loss, damage, mis-delivery, errors or omissions under the Contract.
11. DELAYS IN TRANSIT
11.1 If there is a delay in transit or Ping Services Partner are unable to deliver your goods for reasons not caused by Our negligence or breach of Contract, it may store them. You may at Ping Services discretion be liable for any storage re-delivery costs or holding fees. Ping Services will provide you with an estimated time for collection and delivery based on information in Our possession. Times may vary due to events outside of Our control. We will not be liable for any loss suffered by you as a result of this.
12. INSURANCE AND COMPENSATION
12.1 Basic Compensation Cover is included in the Price This provides: -
cover up to a limit of £10,000 including fire and & full theft (full theft is the theft of all of your goods that we are transporting); cover for up to a limit of £40 per individual box
12.2 You shall not take or fail to take any action or permit anything to occur that would entitle the Insurer not to pay any claim under the Basic Compensation Cover.
12.3 Ping Services, its Partners and the Insurer shall not be liable in respect of any claim under the Basic Compensation Cover or the Comprehensive Insurance Cover if and to the extent that you are entitled to make a claim under any other policy of insurance in respect of the matter or circumstance giving rise to such claim.
13. OUR RIGHTS TO HOLD AND INSPECT THE GOODS
13.1 The Partners have the right to hold your goods (lien) until all money owed under the contract, including applicable interest, has been paid this includes costs We have incurred for storage and legal costs.
13.2 If full payment of any monies owed by you to Ping Services is not received within 90 days we shall be entitled to sell the goods or deal with them as we think reasonable and apply any proceeds towards our costs incurred and the money you owe to us.
13.3 You agree that Ping Services or any contractor acting on Ping Services behalf may at any time without notifying you open any Storage Box to inspect the Goods:
13.3.1 If Ping Services reasonably believes that it may contain any items described which are prohibited;
13.3.1.(a) Shipping of monies is prohibited. In any situation where it's identified that cash is included in the items for shipping the cash will be recorded and held in a secure location for a maximum period of 12 months. If the cash is not collected from the location within a period of 12 months the monies will be donated to our nominated charities.
13.3.1.(b) Monies being held will incur a safe storage charge of £49 per month for a maximum period of 12 months.
13.3.2 If Ping Services is required to do so by the police, fire services, local authority or by court order;
13.3.3 In order for Ping Services to investigate title to the Goods in the event of any dispute;
13.3.4 Where Ping Services considers it necessary in an emergency (including but not limited to suspicion of hazardous substances, or unidentified items) or to prevent injury or damage to persons or property;
13.3.5. Where Ping Services considers it necessary if there is excess weight or inappropriate packing materials used by you;
13.3.6 If Ping Services reasonably believes that the Goods have become un-secure in the Storage Container and, in such circumstances, Ping Services may repack the Storage Container.
15. GENERAL MATTERS
15.1 Ping Services reserves the right to vary these Terms from time to time without notifying you. By continuing to use and access the website you agree to be bound by any variation made. It is your responsibility to check these Terms from time to time to verify such variations.
15.2 Ping Services may employ sub-contractors for carrying out any part of the Services.
15.3 It is acknowledged that Ping Services shall not be liable for breach of contract or any other failure or defect in performance other than by employees of Ping Services or performed by you or your agents, employees or others associated with you.
15.4 If any term or provision of these Terms are held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision shall be severed and the remainder of the provisions shall continue in full force and effect.
15.5 These Terms (together with descriptions and specifications detailed on the Platform) constitute the entire agreement between the parties.
15.6 No delay, act or omissions by either you or Ping Services in exercising any right or remedy will be deemed a waiver of that, or any other right or remedy.
15.7 The contract formed between you and Ping Services on the acceptance of the Order are not enforceable by any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
15.7 These Terms and our contract will be governed by the law of England and Wales. Disputes will be submitted to the exclusive jurisdiction of the courts of England and Wales.
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