Frequently asked questions

Updated over a week ago

1. Frequently asked questions breakdown

In this article, you will find a list with the most common queries you might have related to the status of the order: pre-delivery and unassigned, assigned and in progress, and finished or post-delivery.

1.1. Raising a new delivery

  • How do I request a courier?

    1. Access your account (on the Dashboard or Stuart Mobile App) and introduce the pick-up and drop-off addresses, respectively.

    2. Once done, proceed with selecting the package size and request a courier for your delivery.

    3. You can use "Add another Drop-off", if you like to place a multi-drop delivery.

    4. More about our types of deliveries here.

  • How far do your couriers go?
    Check our guide including all about maximum distances in this article.

  • How long will it take for a courier to arrive?
    A courier will be assigned to the order within the first 5 to 7 minutes after the order goes live, and will be at the pick-up within 15 minutes.

  • Do you take food?
    We do, indeed. Our couriers have thermal bags that can keep the food in an excellent condition until it reaches its destination. We can also arrange for the delivery documents, retail products, pharmacy items and flowers.

  • Can I contact Stuart Support if I need help raising a new delivery?
    You can open a chat with Support once the package has been looking for a courier assignment for more than 10 minutes.

  • How do I pay?

    When you create your account, you will register your card details, and you will be charged pay as you go after each delivery is finished. Learn more here.

  • How much does it cost?
    Our Sales Department will review your questions related to costs by filling in the form available on our website, once clicked on "Get in Touch".

1.2. My delivery is in progress

  • How can I monitor my delivery and follow its progress?
    You can track all your deliveries on our dashboard, this way you can see where the courier is before pick-up and on their way to the delivery location.

  • How long will it take for a courier to arrive?
    A courier will be assigned to the order within the first 5 to 7 minutes after the order goes live e, and will be at the pickup within 15 minutes.

  • How long does the delivery take?

    We average under 30 minutes up to 1.5 miles. Typically, it is 7 minutes per mile for mopeds and 9 minutes per mile for bikes.

  • Can I cancel my ongoing delivery free of charge?

    You can still cancel ongoing orders, however if there has been a courier assigned for more than 2 minutes, a cancellation fee will be applied.

  • The delivery is in progress (live), but something seems wrong, what can I do?

    We have a live support chat that is ready to help you with any on our dashboard. Please provide them with your Job ID and a description of the problem. We understand the importance of each issue and strive to ensure the best experience while using Stuart products.

1.3. My delivery is finished

  • How do I access the proof of delivery (POD)?

    You will be able to retrieve it by accessing the delivery through the Stuart Dashboard.

    1. Go to "History" and select the relevant delivery.

    2. On the right-hand side, you will find the proof of delivery for drop-off, pick-up or both where applicable.

    3. Note: This feature needs to be enabled to your account to start using it. Please reach out to your account manager to learn more.

  • The delivery is finished (non-live), but something seems wrong, what can I do?
    To speed up the resolution, please access to our single dedicated portal to raise all non-live claims. Some of the benefits of using it are:

    1. Possibility to track all tickets raised by members of your organisation.

    2. Faster and more consistent issue resolution and easier communication.

    Please find here a short guide on the portal and the access to our ticketing portal here:

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