This article answers common questions about your order status at different stages - before delivery, during the delivery and after completion. Whether you’re raising a new delivery, tracking an ongoing one or following up after delivery, you’ll find useful information here.
💡 We recommend exploring the client help centre to familiarise yourself with key processes and best practices. This will help you get the most out of your experience with Stuart.
Raising a new delivery
How do I request a courier?
Log in to your account on the Dashboard or Stuart Mobile App. Enter the pick-up and drop-off addresses, select the package size and request a courier for your delivery. If you have multiple drop-offs, you can use the “Add another Drop-off” option.
👉 Learn more about our delivery types here.
How far do your couriers go?
We cover a wide range of distances depending on your location and delivery type. For full details on maximum distances couriers can travel, see our dedicated guide here.
Do you take food or special items?
Yes! Our couriers are equipped with thermal bags to keep food fresh and deliveries safe. We also handle retail products, pharmacy items, flowers and can assist with delivery documents.
Can I contact Stuart Support if I need help raising a new delivery?
Clients need to raise deliveries themselves via the Dashboard or Mobile App. However, you can contact Stuart Support at any time if you encounter any issues during the process or need assistance.
How do I pay for deliveries?
When creating your account, you provide your card details. Payments are processed on a pay-as-you-go basis after each completed delivery.
How much does it cost?
Pricing varies by delivery type and volume. For tailored pricing questions, please contact our Sales Department by filling out the form available on our website under "Get in Touch."
My delivery is in progress
How can I monitor my delivery?
You can track all deliveries live via your Dashboard. This lets you see where the courier is on their way to pick-up and delivery locations.
How long will it take for a courier to arrive?
Couriers are assigned within 5 to 7 minutes, and typically arrive at the pick-up within 15 minutes.
How long does the delivery take?
Delivery times depend on distance and transport mode. We average under 30 minutes for distances up to 1.5 miles, with mopeds traveling approximately 7 minutes per mile and bikes around 9 minutes per mile.
Can I cancel my ongoing delivery free of charge?
You can cancel anytime before a courier is assigned. If a courier has been assigned for more than 2 minutes, a cancellation fee will apply.
The delivery is in progress but something seems wrong, what can I do?
Use the live support chat on your dashboard to report issues. Provide your job ID and a description of the problem so Support can assist quickly.
My delivery is finished
How do I access the proof of delivery (POD)?
Access the POD by going to “History” in your Dashboard and selecting the relevant delivery. The POD will show pick-up and drop-off confirmation, including signatures or photos if available.
Note: This feature must be enabled on your account. Contact your account manager for activation.
The delivery is finished but something seems wrong, what can I do?
For post-delivery issues, use our dedicated Ticket Portal to raise claims.