Our frequently asked questions

Received

When will my shipment be delivered?
The day before delivery and on the day itself, you will receive an e-mail with a time indication for delivery. In addition, you can follow the progress of your shipment via our Track & Trace system: my.vanduuren.com.

What do the Track & Trace statuses mean?

• Arrival HUB: Your shipment has arrived safely at our depot
• On hold, delivery on appointment: Your shipment is currently under storage in our warehouse and will be delivered as soon as a delivery appointment is scheduled
• Scheduled for Delivery: Your shipment is scheduled for delivery
• Estimated time of arrival: The evening before the delivery we will inform you by e-mail and via Track & Trace about the time of delivery
• Out for Delivery: The delivery driver has loaded all the consignments and will begin his route
• Delivered: Your shipment was delivered without any problems
• Address closed: No one was home during delivery

With the status ”Scheduled for Delivery” and ”Estimated time of arrival”, you can see on which day your shipment will be delivered and the expected delivery time by clicking on the status.

Does the driver assist with unloading my shipment?
Yes, the driver unloads all shipments himself. For larger shipments, the driver has a pump truck at his disposal.

To where does the driver deliver my shipment?
Our drivers deliver as close to the front door as possible. With an apartment or flat, this will mean that you have to take the shipment at the first door, usually the porch. The driver does not complete the delivery. We also do not take back packaging materials such as pallets, cardboard or foil.

What happens if I am not at home when the delivery takes place?
If you are not at home when our driver comes by, we will initially try to deliver your shipment to the neighbours. If this does not work, your shipment will be taken back to our depot. If you do not contact us within 5 working days, we will return your order to the shipper.

Is it possible to have my package delivered to a different address?
No, unfortunately this is not possible. For a change of address, we advise you to contact the sender. Only they can do this.

The sender wants me to check the shipment before I sign, will the driver wait?
No, unfortunately our driver cannot wait until you have unpacked and checked the shipment. If a package turns out to be damaged after receipt, you can report this to the party from which you ordered or received the shipment. They will find a suitable solution with you.

Is it possible to have my package delivered to another address?
No, unfortunately this is not possible. For a change of address, we advise you to contact the shipper. Only they are able to do this.

Who is responsible once the parcel is delivered to the agreed location?
Once the shipment has been delivered, you are the one responsible or the person who signed for receipt for it.

What can I do if I have received a shipment that is not meant for me?
If you have received a shipment not meant for you, please contact us.

Returns

How can I return my package?
Van Duuren is a transport company that delivers consignments for its customers and partners. Should you wish to return your received consignment, we kindly ask you to pass this on to the party you ordered from. They will arrange the return and possibly arrange to have Van Duuren collect the parcel from you. Should this be the case, we will contact you to make a collection appointment.

What should I do if I have received my shipment with damage?
If you notice damage when you receive your shipment, you should report it to the sender (the company where you placed the order in question).

General

Who is Van Duuren?
We are a family business that focuses on transport, import and export within the logistics services sector. On behalf of our partners and customers, our drivers deliver your consignment to your home.

What is a shipment number and where can I find it?
A shipment number is a unique identification number assigned to a specific shipment that allows tracking of the shipment’s progress and location in transit. This number can be found in all e-mails sent to you. In addition, the sender also has the shipment number. You can request this from them if necessary.

When do Van Duuren deliver?
We deliver every working day between 08:30 and 17:00