Contacting the courier
You can contact the courier from the moment they accept the job until it is marked as Delivered.
How to contact:
On the Dashboard: Click the delivery to open details and click Reveal to view the courier's phone number
On the Mobile App: Tap the 📞 phone icon next to the courier’s name
🚨 If the courier is not responding, contact our support team so we can assist further.
Courier is late or going in the wrong direction
Couriers typically begin moving within 2 minutes of receiving the delivery request.
Please allow up to 10 minutes to see if they are moving toward the pick-up location. Keep in mind that there may be GPS or app update delays that make the courier appear stationary.
To check their movement, track the delivery. 👉 Tracking your delivery.
Call the courier directly if needed
If, after 10 minutes, the courier has not moved and is not answering calls, contact our support team so we can assist further.
The courier cannot take the order
If a courier is unable to collect your package, it’s often due to one of the following reasons:
The package is too large, bulky or heavy for the selected vehicle type.
The wrong transport type was chosen during booking.
What you can do:
Cancel the delivery via your Stuart App or Dashboard. No charge if cancelled within 2 minutes of courier acceptance.
Contact Support to:
Split the delivery, assigning multiple couriers (charges may apply)
Upgrade the package size, inviting a larger vehicle (charges apply)
My parcel is too big for one courier
If the entire order doesn’t fit in the courier’s bag, they may still take part of it.
What happens next:
You’ll need to create a new delivery with the same drop-off details to send the remaining items.
Stuart Courier Partners are required to operate with minimum thermal bag sizes that you can find here:
Items forgotten during pick-up
If part of the order was accidentally left behind:
Try calling the courier to ask if they can return (especially if still nearby).
The best option is to request a new instant delivery — return trips are not compensated.
Customer is absent at drop-off
Before contacting support for next steps, the courier must attempt to call the end-customer at least 3 times and wait at the indicated address for 8 minutes.
Safe spaces for food deliveries
For food deliveries, if the customer is not present at the drop-off location and unreachable, couriers will not return the package. Instead, they will leave it in a safe space nearby to ensure it remains secure and easy for the customer to retrieve.
For non-food deliveries:
If the customer is not there, the package will be returned to the pickup point.
API Clients: You can now set preferred undeliverable actions and specify alternative delivery locations via API, for better control over deliveries.