FREQUENTLY ASKED QUESTIONS

How much does same-day delivery cost?
If you are small retailer with a small volume, our same day delivery rates are less that what you are paying to DHL/DPD/UPS/NZPost/NovaPosha or KAZPost for slow deliveries. 
If you are a large retailer or an enterprise customer, please contact us to get our preferred rate based on your specific requirements. 
We have a transparent fixed cost per delivery point without any additional fees or complicated formulas.  

Do you support multiple pick-up points for a single merchant?
Yes, we support multiple pick-ups and as many drop-offs as required.

How late does VanOnGo deliver?
It depends on the region, but our usual operational hours are 8:00 am – 10:00 pm.

Can you deliver perishable food?
Yes, as we offer fast delivery; we can deliver food like fish or meat within a few hours. At the same time food should be packed accordingly.  

Can you deliver urgent or oversized items? 
Absolutely, VanOnGo opens a world of possibilities regarding hard-to-ship items. 

Can you deliver across the country? 
At the moment we only support deliveries across a city and the area around it. We do not support transportation across the country, although we are working on it. 

Can you provide assistance with the loading and unloading of goods without transportation? 
No, we are a first and last mile transportation company primarily and provide additional services during delivery - but we do not provide these services without transportation. 

Can you deliver one small parcel or documents? 
If this is a one-time delivery, usually it will be cheaper to order a ride-hailing company or a courier who will delivery with a bike or scooter. 

Who is responsible for transportation? 
VanOnGo is completely in-charge of the goods that are being transported. We also encourage our Clients to ensure proper packing of the goods to be delivered.  

Do you provide insurance? 
We can provide certain types of insurance on the items to be transported. This is to be discussed with our business customer service team. 

What items can be transported? 
By placing an order with VanOnGo, you hereby confirm that you have possession of the goods to be transported. 
Items transported via VanOnGo must comply with all local laws and regulations, as well as with VanOnGo policies. Sending illegal, dangerous, or other prohibited items is strictly prohibited.  
Violations may be reported to authorities. 

What is the price for service? 
For all business customers, we offer a fixed rate for same-day or pre-scheduled delivery. The price depends on the weight (3 classes) and service level requested (Express, Same-day, Specific time window, or next-day), but not on distance traveled or time spent. 

How the final price is calculated?  
The estimated price depends on the following parameters:
  • Van type selected;
  • Amount of time required;
  • Number of helpers selected to help with goods loading and unloading;
  • Distance to travel – for out of zone transportation, the distance back to the service zone is also added;
  • Floor to which the goods need to be lifted to (in apartments buildings).
If the time spent exceeds the time booked, additional charges may apply.