What are PUDO points – and why they’re changing final mile delivery

Everything you need to know about pick-up and drop-off locations

Every moment of downtime for your service engineers is a costly one, and PUDO locations are just one of the final mile delivery options that you can take advantage of to keep your engineers on the tools for longer and reduce downtime of critical machinery.

Let’s dive into what a PUDO point truly is, how it works within a sophisticated logistics network, and why integrating PUDO services can be a game-changer for fast, flexible, and secure parts delivery and returns across your operation.

What is a PUDO Point?

A PUDO, or Pick-Up & Drop-Off point, is a strategically positioned, small warehouse location or designated collection site designed to help with the rapid exchange of critical parts and parcels for professional field service teams.

We operate 92 dedicated PUDO points across the UK, each serving as a vital local hub. These sites are strategically located to ensure 95% UK coverage within a 15-minute drive, and enable service engineers and couriers to collect or return essential time-critical parts and packages without the need to travel to a central warehouse. Each PUDO functions as a mini forward stocking location (FSL), capable of securely holding parts for up to five days.

With an 8 am guaranteed delivery SLA, they offer unmatched convenience and flexibility for critical operations.

What are the typical operating hours of a PUDO point?

Our PUDO points are open Monday to Friday, 8 am to 5 pm, to ensure consistent access throughout business operating times.

How do I drop off a package to be sent? Do I need a label in advance?

The process is quick and easy. Engineers can raise a return shipment via our Gateway returns app. While having a pre-printed label is ideal, PUDO locations have labels if the engineer doesn’t have one, streamlining the drop-off process. This seamless integration reduces administrative burdens for your field service teams and ensures spare parts, faulty equipment, or specialised tools are returned to main warehouse locations quickly. 

So, PUDO services can help keep your engineers on the tools and with returns management of faulty parts and equipment.

How do I pick up a package? What do I need to bring?

To pick up a package from a PUDO location, you will need to quote your unique Gateway reference number and present a valid form of ID, such as a driver’s licence. It’s worth noting that individual client agreements may have specific ID verification protocols; some may require branded ID cards to enhance security for sensitive parcels. As soon as a parcel arrives, you’ll receive a notification via the Return app, making for a smooth parcel pick-up.

Where are the PUDO locations? How do I find the nearest PUDO point?

Our PUDO locations are strategically placed to serve key industrial hubs. You can easily view all available PUDO points via our logistics platform and select the one closest to your engineer’s next job. This ensures your teams can always find the nearest PUDO point with ease, enabling quick access to critical components.

How quickly can I access a part once it arrives at a PUDO point?

The moment a part is scanned into the PUDO, it’s immediately ready for collection. You’ll receive an automated notification (via email) confirming its arrival and that it’s ready for pickup. This speed is crucial for reducing equipment downtime.

What happens if I can’t collect my item within 5 days?

Items are held securely for a maximum of 5 calendar days at the PUDO point. After this period, they may be returned to a main warehouse or rerouted. However, we understand the dynamic nature of field service; special arrangements can often be made in advance by contacting your account manager to prevent disruptions.

Can someone else collect on my behalf?

Yes, of course.  A designated colleague can pick up on your behalf, provided they have the correct reference number and a valid ID. For enhanced security and control, some clients may require written authorisation or additional verification steps to ensure the trusted member of your team collects the parcels.

What size or type of packages can be stored at a PUDO location?

Our PUDO locations are designed to accommodate a wide range of parts and parcels. However, for exceptionally oversized, fragile, or hazardous goods, special handling and specific arrangements may be required. We always recommend checking with your account manager first if you have any doubts regarding specific packages.

Is there a cost to use a PUDO point?

There is no additional per-use charge to use our PUDO points. Simply select your preferred delivery option, set the location to your desired location, and we’ll do the rest.

What security measures are in place at PUDO points?

Security is paramount. Our PUDO sites are robustly monitored and access-controlled. Every drop-off and pickup is meticulously logged, ensuring full traceability and security for all parcels.

Do I get a notification when a package is ready to collect?

Absolutely. We keep you informed every step of the way. An email will be sent when it’s available for pickup, depending on your chosen preferences and platform setup.

Can I track my return once I’ve dropped it off at a PUDO?

Yes, our full traceability extends to returns. Once your item is scanned at the PUDO point upon drop-off, tracking information is updated automatically on the Returns app. So you have complete visibility across your reverse logistics operation.

What happens if I arrive outside of operating hours?

Our PUDO points are securely accessible only during specified operating hours (8 am–5 pm, Mon–Fri). This is done intentionally to keep your spare parts and specialised tools safe. Unlike many online shopping smart parcel lockers that are 24/7, a lot of our locations  hold things that you cannot simply buy online again. Please plan your visits accordingly and get in touch with our Client Services team to rearrange your visit.

Can PUDO points be used for urgent same-day parts delivery?

Yes, depending on the specific location and distance, our PUDO points can support urgent delivery requirements as part of our By:NOW service. This allows local field teams to respond with unparalleled speed to critical service needs, directly impacting equipment uptime and business continuity. If you need same-day parts delivery, get in touch with your account manager; they’ll take the heavy lifting out of the equation for you.

PUDO points can also be used in conjunction with any of our other last-mile delivery services, including on-demand and in-night final-mile delivery options.

Who do I contact if there’s an issue at a PUDO point?

Should you encounter any issues, such as a missing part or access difficulties at a PUDO location, you can speak to our dedicated Client Services team or raise a case via the app. We’ll do our best to solve all issues quickly and get your engineers on the road.

Can I drop off multiple packages at once?

Yes, all our PUDO points are equipped to handle multiple parcels in a single drop-off. The key is to ensure each item has the correct label and accompanying documentation.

Do PUDO locations save fuel and energy?

Thanks to less travel and fewer drop-offs, studies show that using pick-up and drop-off lockers can cut emissions by up to 40%. Interestingly, a pilot project in Valencia suggested that a single digital locker handling 6,200 parcels per year could save about 3,937 kg of CO₂ emissions annually. With over 2.4 million PUDO locations globally, the fuel and energy savings will be significant with e-commerce parcels alone.

The strategic edge of PUDO services

PUDO services are another feather in the cap of final mile logistics operations, delivering fast, flexible, and highly efficient solutions whether you’re conducting an urgent pickup of critical parts or orchestrating the drop-off of unused equipment for return. They are instrumental in reducing engineer travel time, dramatically increasing uptime for critical assets, and streamlining the complex logistics operations inherent in modern field service management.

By using our PUDO network, you can boost the speed of delivery, reduce the costs of expedited shipping, improve customer satisfaction, and your engineer’s access to parts across a wider network. If you’ve not used our pick-up and drop-off locations before and aren’t sure how PUDO works, please get in touch. We’ll be happy to answer any questions you have.