What is a long pick-up?
A long pick-up happens when a courier has to wait more than 5 minutes at the pick-up location for the package to be handed over.
Couriers are required to wait at least 5 minutes before taking any next steps.
What happens after 5 minutes?
If your package isn’t ready after 5 minutes:
The courier may leave to take another job.
A new courier will be assigned to fulfil your delivery.
Please note that the delays can affect service quality, as it reduces the availability of Stuart Partners. To prevent this, we strongly recommend keeping the courier informed about when the package will be ready.
Will I be charged?
No, we do not charge cancellation fees related to long pick-up times.
How is waiting time tracked?
Stuart’s system automatically records the courier’s arrival at the pick-up address. This timestamp is used to calculate how long they’ve been waiting.