Help Centre
Frequently Asked Questions
Everything you need to know about shipping with North Pole Logistics.
QDo you deliver to the Nice list and the Naughty list?
We deliver to everyone! However, packages to addresses on the Naughty list may experience slight delays due to additional coal-screening procedures at our Arctic facilities.
QCan I ship live reindeer?
Live reindeer transport requires special arrangements through our Arctic Animal Logistics division. Please ensure your reindeer has a valid flying licence and up-to-date nose inspection certificate.
QWhat happens if my package gets lost in a snowstorm?
Our fleet is equipped with state-of-the-art navigation systems, including one very shiny guidance beacon. In the rare event of weather delays, our elves work overtime to get your package back on track.
QIs there a weight limit for parcels?
Standard parcels can weigh up to 30kg. For heavier items, we recommend our Yeti Freight service - they can carry virtually anything and don't mind the cold!
QWhat does my tracking number mean?
Our tracking codes follow a structured format with five sections separated by hyphens. The first section is the company identifier (9 characters), followed by the first 3 letters of the sender's name (3 characters), then a unique customer ID (8 characters), and finally the delivery postcode split across the last two sections (3 + 3 characters).
QDo you offer express sleigh delivery?
Express Sleigh Service is available during peak season (December 24th). Please note this service is limited to packages under 2kg and requires rooftop access at the delivery address.
QCan I change my delivery address after dispatch?
Address changes can be requested up until the package reaches its final sorting facility. Simply log into your account and select 'Redirect Package'. A small redirection fee may apply depending on how far the package has travelled.
QWhat are your operating hours?
Our customer service team operates from 9am to 5pm Arctic Standard Time (AST), Monday to Saturday. During December, we extend our hours to 24/7 to handle the festive rush. Our automated tracking system is available around the clock.
QDo you offer insurance on shipments?
All shipments include basic coverage up to £100. For valuable items, we recommend our Premium Protection package which covers up to £10,000 and includes penguin-guarded secure transport through high-risk zones.
QI've lost my customer ID - how can I find it?
Unfortunately, we cannot provide customer ID information directly through our public support channels for security reasons. Your customer ID would have been provided by the company or organisation that arranged the shipment on your behalf. We recommend checking any internal communications, as it will have a record of the customer ID used for your shipment.