Delivery tracking / modifications / information

How to track, packaging, insurance, what we deliver

Track my delivery

You can track your delivery on the On the dot dashboard. As soon as your order has been assigned you will be emailed and/or SMS'd a tracking link. From here you can track from store to door! You can even change your timeslot right up until your driver leaves for collection!


All parcels are automatically insured up to £1,000 for free! For anything above £1,000 to £10,000 we can insure it for an additional £10 - just simply choose this option when logging your delivery.

For more information on what our insurance covers, please see our terms & conditions.

What can I get delivered?

You can get most things delivered through On the dot, but there are some things that we aren't allowed to. These include:

  • Cash, vouchers or storecards
  • Firearms, inflammable items or other explosives
  • Live animals or deceased
  • Any obscene or indecent material
  • Anything illegal – including drugs
  • People – however much you want to see them!

Can I change, cancel or modify my booking?

You can make modifications to your booking once you've booked. We allow 30 minutes of flex time to change your booking time before a cost is incurred.

  1. Go to 'Manage my bookings'
  2. Click 'My deliveries'
  3. Select the delivery you'd like to modify
  4. Update your location and/or time

Can I change my delivery window?

Yes, you can change your delivery timeslot within 30 minutes of booking. Simply follow the instructions above under 'Can I change, cancel or modify my booking?'.

What happens if I'm not in my store when the courier arrives?

Please make sure you are in when a delivery is scheduled for collection to avoid being charged for a no show allocation.

If you realise you won't be in during the collection time, send our Customer Care team an email on or give our team a call on 020 7880 1444 and they will be able to help you out.

What happens if my customer isn't at home?

The driver will contact you or your customer and will revert the item back to you if there is no one present to collect.