Support
Support centre
The nine questions we are asked most, answered properly. If yours is not here, a person will answer it within one working day.
- 01
- Where is my order?
- You receive a dispatch email with carrier tracking as soon as your order leaves us — usually within one working day of payment. If tracking has not moved for 48 hours, email us with your order reference and we will chase the carrier.
Shipping & Delivery Policy → - 02
- How long does delivery take?
- Standard delivery is 2–5 working days within the United Kingdom and 5–12 working days for most other destinations we ship to. Free standard shipping is included on every order.
Delivery times by destination → - 03
- Can I return something I did not use?
- Yes. Unused, resaleable items in their original packaging can be returned within 30 days of delivery. Opened packing consumables such as tape, bubble wrap, stretch film and vacuum bags cannot be returned once the seal is broken, for hygiene and resale reasons.
Refund & Returns Policy → - 04
- My order arrived damaged. What now?
- Email us within 14 days of delivery with your order reference and photographs of the outer packaging and the affected items. We will replace or refund the damaged goods. Keep the packaging until the claim is settled, as carriers may ask to inspect it.
Damage claims → - 05
- How many boxes do I actually need?
- Use the Move Sizer. Five questions about your home size, distance, breakables, hanging clothes and storage plans produce a main kit plus the add-on packs that apply. It is a starting point — how much you own varies, so adjust quantities in the cart.
Open the Move Sizer → - 06
- How much weight can a box take?
- Each product page lists its board grade and intended use. Pack heavy items such as books into small boxes, keep boxes under a weight you can lift comfortably, and do not stack beyond a stable height. Our supplies reduce the risk of transit damage but cannot guarantee zero damage.
Product safety terms → - 07
- How do I change or cancel my membership?
- Open the billing portal with the email you subscribed with. You can update your card, switch between Mover and Hauler, download invoices or cancel. Cancelling stops future billing and benefits run to the end of the paid period.
Manage membership → - 08
- Do you supply large or repeating orders?
- Yes — student housing, office relocations, resellers and property managers. Send the shape of the order and we will price it in USD, usually within two working days.
Request a bulk quote → - 09
- What appears on my card statement?
- Payments show as CARGONEST. Card details are entered on Stripe's secure checkout; CargoNest never receives your full card number.
How we handle payment data →