questions & answers
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ORDER Q's
Q. Is online cart available?
NO... Sorry, we haven't figured it out yet
Q. How to order?
Contact a place you wish to get an order from or prepare a personal order
- If a place has their own delivery, then use their service and just wait for order to arrive
- If they don't have delivery service to you then make an order for Pick-Up and pay, then contact us for a Courier who will represent you and go in your place as your representative (signature proxy, cash-in-advance payments)
Q. What information is needed?
.
NAME
- on order? (full name of sender, recipient)
LOCATION
- of order and where it is going to? (online map addresses may be incorrect)
WHAT
- is order and how big is it?
WHEN
- order will be available and when will it be delivered?
PAYMENT
- method by cash, card, PayPal, Venmo, Cash App?
SPECIAL INSTRUCTIONS
- extra phone numbers, birthdate for medications, Air Waybill for cargo, and more.
Q. Where do we go?
To most restaurants, cafes, stores, grocery, pharmacies, veterinaries, cargo/barges, airports, docks, homes, and offices
- "Anywhere the roads go."
Q. What can we transport?
Meals, drinks, groceries, products in packages, personal medications, pets and pet supplies, some cargo and freight, small furniture and machinery, and more
- "Anything that fits in the hatchback of a Prius."
Q. What we do NOT transport
Alcohol*, Tobacco *, Marijuana *, Some Hazardous items, People, (couriers may independently transport people or personal items in their vehicles)
- *State laws currently prohibit delivering some controlled products
- *Dispatcher approval available for orders between two licensed distribution locations
Q. How big can an order be?
All orders must fit inside courier's vehicle
- MAX SIZE SQUARE = 5ft (60in) x 3ft (36in) x 2.5 ft (32 in)
- WEIGHT LIMITS = first 50lb included, 50-100 add $5, add $5 for every 50lb block after
- SPECIAL LOWER PRICES may be available upon request (emergency or seasonal supplies, medical situations, etc.)
Q. How long does an order take?
A Courier is dispatched within a few minutes of ordering. Most orders take between 20 minutes to an hour
- Scheduled orders can be arranged as needed
- Gravina Airports need to be ordered at least one hour before expected Pick-Up time to allow for Ferry access
Q. Can A Courier Shop for or pack items for transportation?
NO
- Couriers are not able to shop for items, but if items are rung up at a business courier may be able to assist in payment upon request
- All items must be ready to transport, with all containers covered, and all spillable items properly contained for transport over bumps and hills
Q. Can a Courier sign on receipt?
By requesting the services of a courier, they are authorized to sign basic purchase receipts or transportation paperwork
- Any changes (like a store tip) must be verified before signing
Q. Can Ketch A Courier pay for a purchase at a business (cash-in-advance)?
Upon request courier can be authorized to pay for goods and collect the cost from customer (limits vary depending on type of goods)
- "Cash/Card/Online payment for purchase" may be available upon request
Q. What if my order is missing items or incorrect or not received?
PLEASE contact us as soon as possible! We will immediately investigate the situation and take steps to solve the issue as soon as physically possible
- We will contact courier
- We will contact business or person who prepared goods
- We will RE-DELIVER if needed at no extra cost
- We are responsible for our quality of transportation only. We have NO LIABILITY for what goods were delivered
Q. Tipping and Gratuity Policy?
Tips are not required and are not automatically charged or expected. We do not solicit for tips but gratefully accept them if offered
- Any tips paid to a business belong to them.
- Any tips paid to Courier belongs to them
Q. What if I forget to pay, or my payment online doesn't work?
NO WORRIES! Just pay us the next time you want to use our service.
- Life happens, but we are available as long as we are needed
Q. Do we have a physical location or office?
No need, we come to you
Q. Do we have Gift Cards?
Not yet, we are working on it
Q. DO WE HAVE A BLACKLIST?
NO. We will provide service to those who owe us as soon as the debt is paid.
-We do reserve the right to refuse service to anyone if threatened or illegal action is taken.
Business Q's
Q. Does a business need to be a partner, or have to subscribe or get a membership?
No. Any person can arrange an order from nearly any location
- ***McDonalds currently unavailable***
- Partnerships available upon request
- We don't have memberships or subscriptions
Q. Can any business be a Pick-Up location?
Yes. We Pick-up from nearly any public or home business which will arrange for goods or packages to be paid for and set aside for a courier
- ***McDonalds currently unavailable***
Q. Can any business get Delivery Service Assistance with Ketch A Courier?
Yes. Any business that has their own delivery service infrastructure can collect orders and fees and contact us for a Courier to assist and does NOT have to be a partner
- Business sets their own delivery price
- Business must collect and provide delivery information for each order. (see: "What information is needed?")
Q. What does it cost to utilize pick-up or delivery assistance?
Our prices cover the use of our services by any business or person. No partnership needed
- Transportation services are available to all
Partner Q's
Q. How to become a Partner?
Contact us and have a quick chat about your needs by answering the questions below
- Assist YOUR delivery service or just Pick-Up only? (Assisting means business collects delivery fees and pays us monthly)
- What products are offered? (food, drinks, groceries, medication, gift, pets, other)
- How are orders taken? (call, text, website, app)
-How are orders packaged? (plastic bags, paper bags, container/boxes, other, none)
- How are payments arranged? (Card paid, Cash-in-advance limits, etc.)
- What special prices and offers are available
- What are business hours of operation?
- Is there any way to assist your business with a special deal?
Q. What are Special Parner Deals?
Special prices / Availability beyond normal business hours or size and weight limits
- Special Price: Special prices for All City and All ISLAND orders gives Saxman City a 16% discount and Far Island a 30% discount
- Special Availability: Availability of couriers before or after normal business hours (examples: "Whenever kitchen is open even after 10pm" or "Early order for floatplane/ferry schedules")
- Other specials may be available and are custom made to the unique needs of the business
Q. What automatic benefits do partners have?
Logo and photo advertising on ketchacourier.com website, on social media (Facebook: Ketch A Courier), and during promotional events
- We also promote your services and products to customers looking for them
Courier Q's
Q. Who is a Courier?
A Courier is not an employee
- They are an independent on-demand contractor who operates their own vehicle and is offered individual orders on a pay-per-delivery basis
- They are representatives who go in a customer's place and can sign for receipt of goods on payment receipts
- They are responsible and private individuals who are goal oriented with a desire to support their community
- They are valued members of our community and are known to provide essential services in times of difficulty both personal and public
Q. What is our Discretion and Emergency Policy?
Discretion is part of our service and is contractually protected
- Whatever Courier sees while delivering is viewed as proprietary information and must never be talked about to anyone outside Ketch A Courier Without Dispatch approval or a court order (internally with need-to-know)
- People’s clothing, work or home conditions, what they ordered, any conversations, and who is at the locations is viewed as personal and private information
- If there is an emergency health situation that requires emergency care Courier will ask the injured person if they want assistance and then call for help
- Courier will call police dispatch for police assistance if threatened and feels in danger
- Courier will call 911 if there is a fire, or an ambulance is needed because a person is unconscious and not responsive
Q. What is our SANITARY PRACTICES & SAFETY PROCEDURES?
.
- 1. LOGO MASK REQUIRED to be worn WHEN PICKING UP OR DROPPING OFF AT A QUARANTINE LOCATION. May be worn if courier desires
- 2. Sanitizer and hand washing between deliveries as needed
- 3. Incoming cash handled minimally, outgoing cash sanitized by reasonable means, bank bag is secured and locked up at all times
- 4. Public does not approach or contact a delivery vehicle
- 5. Social distance of 6ft when appropriate
- 6. Anyone that does not maintain reasonable social distance and sanitary practices will not be served with no liability from our delivery service
- 7. Courier is REQUIRED TO IMMEDIATELY LEAVE any dangerous situation using appropriate and legal defensive actions
Q. Why do Couriers wear masks?
Masks are no longer required gear to worn on regular deliveries. Special situations do require masks (quarantine, immunocompromised, elder, or upon-request) and every courier must have a logo mask available
- Couriers may choose to wear their masks across their face if they want to in normal situations
