Shipper questions

On consignment tracking, with the reference that came back when the enquiry was stored and the postcode the goods are collected from. It shows every step the desk has set, with the date and the desk's notes. If the enquiry was raised from a shipper account, the same timeline is under Loads.

Because nobody has started planning it yet. A status moves only when a person at the desk moves it, never on a timer, so Received is the true answer until then. If it has been there longer than a working day, write to dispatch@hakemtransport.info with the reference.

Yes. Give them the reference and the collection postcode. They see the steps, their dates and the desk's notes, and nothing else from the enquiry: not the goods, the names or the addresses.

No. The collection enquiry form works without one, and both kinds of enquiry are read by the same person. An account saves typing: it keeps your collection and delivery points, fills the form in from them, and keeps every load on its timeline in one place.

The charge for each load is set out in writing in our reply, once we know its weight, size, the distance and the access at both ends, and it is agreed before anything is collected. There is no published price list, because two loads of the same weight can need very different vehicles and hours.

The collection and delivery postcodes, the day the goods are ready, what they are, how many pallets or packages, the weight of each, whether anything can stand on top, and what each end has for unloading: a forklift, or a tail-lift needed. Booking-in times and any height, length or weight limits on the way in save a round of questions.

Dangerous goods of any class, chilled or frozen goods, abnormal and oversized loads, livestock, and anything leaving the United Kingdom. Each needs equipment, training or permission that is not part of the work we plan for, so the answer is no, and we say so when we reply.

Yes, with a tail-lift: the goods come down to the ground on the vehicle's own lift. Tell us the heaviest single piece and what the ground is like where it comes off, because a pallet truck needs a firm, level surface to move on.

Yes. Give us the booking reference and the delivery window, or the name of whoever issues them. We plan the collection back from the slot, and if we expect to miss it we tell you before it, not after.

Sometimes. Heavy vehicles are controlled on many London roads at night and at weekends, and what is allowed depends on the vehicle's weight, its permit and the route. London's rules sets out the controls and the hours, and the plan we send says when your load can arrive.

The people at each end, unless a tail-lift delivery is agreed. Our driver directs where each piece stands and secures the load to the DVSA code of practice, and may refuse to set off with a load that cannot be made safe. The conditions of carriage set this out.

Write what you can see on the delivery note when you sign, then tell us in writing within three working days with the reference and photographs, and keep the packaging. For damage found on unpacking, the same three working days apply. The complaints procedure says how fast we answer.

Only if the message came from an address ending in @hakemtransport.info. Anyone else using the name is not us: forward the message to dispatch@hakemtransport.info and we will tell you, and report it to Action Fraud.

Twelve months from the day it arrived, after which it is deleted automatically. Deleting a shipper account removes its enquiries at once, with everything else in it. The privacy notice lists everything we keep and for how long.