Frequently Asked Questions

This FAQ section has been designed to answer the most common questions we receive from our customers. If you have a question or require information that is not included below, please make your enquiry here.

Click on a question below to see the answer.

Online Self-Service


What is PACK & SEND Online Self-Service?

Answer: When it comes to sending pre-packed parcels we offer you a choice of two solutions. They are, an Online Self-Service or personalised services available through any one of 100+ retail Service Centres.

The Online Self-Service is an automated online ordering and payment system available to customers 7 days a week, 24 hours a day for sending pre-packed parcels. Once your order is booked, your parcel will be collected by our courier during your chosen pickup window.

What's the difference between an Online Self-Service and the personalised services available from Service Centres?

Answer: Online Self-Service is an automated 'Do It Yourself' solution for express courier services - that requires you to package your goods, weigh and measure the packed goods, complete details online, print documents, apply delivery labels to the packed goods and track the delivery of the goods through our website using your assigned Online Self-Service tracking number. You need to wait until the courier driver collects the parcel/s from your door or alternatively you can drop off your parcel (that has already been booked online) at a PACK & SEND Service Centre.

Certain items are classified by PACK & SEND as being incompatible for transport through our automated Online Self-Service system (due to their weight, size, value, fragility or nature of the item) and these are known as Prohibited Online Goods. Online Self-Service also has a Freight plus Warranty protection option for loss or damage of goods in transit, up to the value of $3,000.

In contrast to our automated online solution, PACK & SEND Service Centres are convenient locations throughout Australia that will provide a flexible and personalised level of customer service. Service Centres accept almost all types of goods and offer every sending service via road, air or sea - handling both packed goods and unpacked goods that we can professionally package. There are no weight, size or value restrictions on the goods we handle through a Service Centre. A Freight plus Warranty protection option for loss or damage of goods in transit is also available (including for highly valuable products such as works of art & antiques).

The personalised service at Service Centres includes assistance in preparing and reviewing shipment paperwork (which may include Consignment Notes, Air Waybills, commercial invoices and/or other clearance documents), address labeling of parcels and delivery follow up. Service Centres provide the flexibility of collecting your goods from your door at an agreed time or alternatively you can lodge your parcel at a PACK & SEND Service Centre for delivery.

What types of goods cannot be sent through Online Self-Service?

Answer: Prohibited Online Goods are items classified by PACK & SEND as being incompatible for transport through our automated Online Self-Service system. To view the list of goods that cannot be booked online, please visit the Prohibited Online Goods section.

Please ensure that your goods are not Prohibited Online Goods before you book your automated Online Self-Service order as surcharges do apply under our Terms & Conditions if we collect such goods. You will also be inconvenienced as result of us either holding such goods for you to collect or you paying to have the goods returned.

Prohibited Online Goods may only be sent through the personalised services of a PACK & SEND Service Centre. If you have such goods, please contact your local Service Centre and speak to one of our packaging and freight experts, as there are no limits to how we can help you.

Do you have parcel size and weight restrictions for the Online Self-Service?

Answer: Yes, weight and size restrictions do apply to pre-packed parcels booked through the Online Self-Service. Acceptable weight and measurements for the Online Self-Service are:

  • Any single parcel that has an actual weight less than 30kg.
  • Any single parcel that has a cubic volume less than 1.0 cubic metres (m3 = length x width x height), or has the longest side measuring less than 200cm.

If you have a parcel that exceeds the above weight or size measurements then it is classified as a Prohibited Online Good. If you have such heavy and large goods please speak to an expert at one of our Service Centres for a personalised service - as there are no weight or size restrictions to the goods handled through our Service Centres

Can I import goods into Australia from overseas?

Answer: Yes, our Online Self-Service supports the online booking for the collection of parcel/s from any country in the world for delivery to any destination in Australia.

If you are to be the receiver of the parcel/s in Australia, you must after making the online booking ensure the following:

  • You immediately forward the shipping/address labels and carrier documents that was emailed to you after the booking to the sender of the goods in the other country. This person must print out the carrier documents (so they can be handed to the driver on collection) then print the shipping/address labels and securely attach them to the parcel/s ready for pickup. Without a shipping label secured to the parcel/s and the carrier documents, the driver will refuse to pick up the goods.
  • You must inform the sender of the pickup date nominated by you in the booking. If our carrier attempts pickup from the sender and they cannot collect the goods, then a Futile Booking Surcharge will apply.

Please note also, to accept goods through the automated Online Self-Service system, the person booking the order must be an Australian resident and using an Australian registered credit card.

Are Online Self-Service prices the same as Service Centre prices?

Answer: We offer two very different solutions for sending pre-packed parcels - and our prices are different for each solution because the value being provided to you is also different. One solution is a full personalised service (Service Centre) and the other is a 'do-it-yourself' solution (Online Self-Service).

If you send a pre-packed parcel through a Service Centre, you will receive a very competitive price based on a personalised level of customer service. Even with our extra value of personalised services, our Service Centre express courier prices are typically cheaper than prices offered on the websites of the world's largest courier companies (for example prices published on the freight rate calculators on the websites of DHL, TNT, Toll Priority, Fedex or UPS).

Our automated Online Self-Service provides you with the option of a more economical delivery service based on you 'servicing yourself'. If your goods meet the acceptable criteria for our automated online delivery solution, and you manage the booking and preparation process yourself, then we provide you with an economical 'self-service' price.

Booking Online

Do I need an account to make a booking?

Answer: No. At PACK & SEND you can book your shipment without the need to establish an account.

The Online Self-Service is an automated system where payment is taken once your order has been booked with us online. We currently accept the following payment methods: Visa and MasterCard.

PACK & SEND Service Centre's accept credit cards and cash and may provide credit privileges to businesses (by paying on invoice within 14 days of the invoice date) subject to the customer sending a minimum monthly shipment volume and approval of a completed credit application form.

Can I make an Online Self-Service booking over the phone?

Answer: Online Self-Service does not accept phone bookings. Our very economical Online Self-Service prices are only possible because this service is a DIY option.

Our Service Centre's of course welcome phone bookings and enquiries for their personalised services.

Can I make a booking if I am the receiver?

Answer: Yes. If you are to be the receiver of the parcel/s in Australia, you must after making the online booking ensure the following:

  • You immediately forward the shipping/address labels and carrier documents that was emailed to you after the booking to the sender of the goods in the other country. This person must print out the carrier documents (so they can be handed to the driver on collection) then print the shipping/address labels and securely attach them to the parcel/s ready for pickup. Without a shipping label secured to the parcel/s and the carrier documents, the driver will refuse to pick up the goods.
  • You must inform the sender of the pickup date nominated by you in the booking. If our carrier attempts pickup from the sender and they cannot collect the goods, then a Futile Booking Surcharge will apply.

What is the cut off time to book a pickup today?

Answer: You can make an online booking at any time, day or night. Same day pickup is available for selected locations, otherwise parcel collection will occur the next business day. Our courier drivers typically collect parcels anytime between 9:00am and 5:00pm. If you do not wish to wait until the courier driver collects your booked parcel, you can nominate in your online booking that you will drop off your parcel at a selected PACK & SEND Service Centre.

Same day pickup is only available for selected postcodes and suburbs prior to certain times. If you do require a same-day pick up but it is not available via Online Self-Service, please contact your nearest PACK & SEND Service Centre who will be able to assist you with their flexible and personalised services.

Can I cancel or change a booking after it has been confirmed and paid?

Answer: You will need to contact the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking. You can contact this Service Centre by phone or email - and they will confirm if they are able to amend the booking or cancel the booking.

Please note a Booking Alteration Surcharge applies for any changes and a Return Surcharge may apply if your goods have been collected and need to be returned to you.

What happens if my package weight and dimensions are wrong?

Answer: To use the Online Self-Service you will need to provide us with the exact size and weight of your parcel/s. If these details are wrong, a Correct Weight/Dimensions Surcharge will be applied.

Our couriers use automated systems to check the weights and dimensions of shipments. This information can take some time to come back to PACK & SEND and you will be automatically charged at this point. If you feel the information is incorrect then you can contact the Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking - and they will dispute the matter on your behalf providing you can supply the Service Centre with evidence to support your claim.

Do I need a printer?

Answer: You will need a good quality 'black & white' or 'colour' printer for the Online Self-Service to print a Consignment Note/Address Label for each parcel and documentation for international consignments.

The printer needs to be a minimum 300 DPI laser or inkjet.

What do I need to print out for the driver?

Answer: The Online Self-Service requires you to print the following:

  • Shipping Labels: Print the provided Shipping Labels and attach them securely to your packages. These should be attached securely with clear packaging tape (not sticky tape or cellophane tape). There should be 1 label per package.
  • Address Labels: Print the provided Address Labels and attach them to your packages. These should be attached securely with clear packaging tape (not sticky tape or cellophane tape. There should be 1 label per package.
  • Carrier Documents (not required for all bookings): Print the Carrier Documents and then sign and print your name on each page. Do not attach these pages to your package, but have them ready to hand to the driver upon collection or hand to the PACK & SEND Service Centre if you have chosen a 'Drop Off' service.

The above forms are provided to you already completed on the confirmation booking page and via email.

Who do I contact if I can't print the supplied documents?

Answer: If the problem is that you have misplaced your confirmation email that contains the booking details and documents, then please contact the PACK & SEND Service Centre with the closest proximity to the sender (for domestic and export deliveries) or the closest Service Centre to the recipient (for import deliveries) - and they will arrange to resend this email to you. You can identify the closest Service Centre by searching on the 'Service Centres' section of the website.

Please note that the documentation is emailed to you in a PDF file format. PDF files can be viewed or printed using a software program called Adobe Reader. If your computer does not have Adobe Reader software, you can download it for free from http://www.adobe.com/products/acrobat/readstep2.html.

If the problem is with your printer, you will need to contact the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking. You must then either postpone or cancel your booking as the courier driver or Service Centre (if a Drop-off service has been selected) will not accept your parcel/s without the required documentation or correct shipping labels securely attached to the parcel/s. Please note a additional charges may apply for any changes or cancellation.

What do I do if I have lost all booking details and documents?

Answer: Booking details and documents are emailed to you for your records. If you have misplaced this email then please contact the PACK & SEND Service Centre with the closest proximity to the sender (for domestic and export deliveries) or the closest Service Centre to the recipient (for import deliveries) - and they will arrange to resend this email to you. You can identify the closest Service Centre by searching on the 'Our Service Centre' section of PACK & SEND website.

I have not received my documentation/label by email for attaching to my parcel.

Answer: The email that contains all of the documents may have got caught in the Spam folder of your email program (depending on your spam filter settings).Please check your Spam folder in your email program and verify if the shipment documents are there.

If not, then please contact the PACK & SEND Service Centre with the closest proximity to the sender (for domestic and export deliveries) or the closest Service Centre to the recipient (for import deliveries) - and they will arrange to resend this email to you. You can identify the closest Service Centre by searching on the 'Our Service Centre' section of PACK & SEND website.

How do I track my parcels?

Answer: Our Online Self-Service requires that you have the responsibility to track delivery of your parcel. To do this, simply go to the home page of our website, click on Track & Trace in the top right hand corner, then enter your Online Self-Service tracking number and click on the Track button. You will then be able to see all information relating to the status of the delivery of your package.

What can I do if I have lost my tracking number?

Answer: Your Online Self-Service tracking number is provided in the document emailed to you after your booking.

If you have misplaced this email then, then please contact the PACK & SEND Service Centre with the closest proximity to the sender (for domestic and export deliveries) or the closest Service Centre to the recipient (for import deliveries) - and they will arrange to resend this email to you. You can identify the closest Service Centre by searching on the 'Service Centre' section of the website.

Pickup & Delivery

Can I specify a certain pickup time with the Online Self-Service?

Answer: You can make an online booking at any time, day or night. Same day pickup is available for selected locations, otherwise parcel collection will occur the next business day. Our courier drivers typically collect parcels anytime between 9:00am and 5:00pm. Online Self-Service does not provide the option to specify a specific collection time for your parcel.

If you do not wish to wait until the courier driver collects your booked parcel, then when making your online booking you should choose our 'Parcel Drop Off' solution. This service option allows you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

Same day pickup is only available for selected postcodes and suburbs prior to certain times. If you do require a same-day pick up but it is not available via Online Self-Service, please contact your nearest PACK & SEND Service Centre who will be able to assist you with their flexible and personalised services.

Can I change the pickup date after I have made an Online Self-Service booking?

Answer: Yes - However, you will need to urgently contact the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking - so that they can amend your booking accordingly. Please note a Booking Alteration Surcharge applies for any changes. Please note also, if you change the collection date on the day of pickup and our courier has already been to your address for collection, then a Futile Booking Charge may also apply.

Will I be contacted if my goods aren't picked up?

Answer: The Online Self-Service is an automated ordering system and books the collection of your parcel for your chosen pickup date. If this automated collection fails please contact the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking - so that they are made aware and can arrange an alternative collection as soon as possible.

What happens if no one is home when the courier arrives?

Answer: If you are not available to hand over the parcel to the courier on your nominated pickup date, then you will incur a Futile Booking Surcharge.

If you do not wish to wait until the courier driver collects your booked parcel, then when making your online booking you should choose our 'Parcel Drop Off' solution. This service option allows you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

What happens if there is a problem with my delivery?

Answer: Our Online Self-Service requires that the customer has the responsibility for tracking their orders.

If there is a problem with your delivery, please contact the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking. They will then contact our carrier to attempt to resolve this for you.

Can you deliver to P.O Boxes and Parcel Lockers?

Answer: Our Online Self-Service can only deliver to a full street address. We cannot deliver to a P.O Box or Parcel Lockers. Only Australia Post (and their subsidiaries) can deliver to P.O Boxes and Australia Post Parcel Lockers.

Can you pickup from Gray's Online or Airports?

Answer: Our automated Online Self-Service cannot collect packed goods from any Gray's Online depot or collect packed 'lost & found' goods from Airlines at any airport. These collections require the personalised services of a PACK & SEND Service Centre. Please contact your nearest Service Centre so that they may help you.

Parcel Drop Off & Hold For Collection

Can I hand over my booked Online Self-Service parcel at a PACK & SEND Service Centre for pickup by the courier?

Answer: Yes you can. However, when making your online booking you must choose the 'Parcel Drop Off' solution. This service option will allow you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

Can my booked Online Self-Service parcel be delivered to a PACK & SEND Service Centre for collection by the receiver?

Answer: Yes you can. However, when making your online booking you must choose the 'Hold for Collection' delivery solution. This service option will allow you to have your parcel delivered to your nominated PACK & SEND Service Centre where it will be held for pick up by the recipient at a time that suits them you during Service Centre opening hours.

PACK & SEND will automatically email you when your parcel has arrived at the Service Centre and is ready for collection.

How do I know what PACK & SEND Service Centre I should use for a Parcel Drop-Off service or Hold for Collection service?

Answer: When making your online booking, you will need to complete address details - and at that time you will be asked to choose the Service Centre that is most convenient to you. At the 'address details' page you can select a Service Centre from a drop down list or by conveniently viewing locations on a map.

International Shipments

How should I describe my items?

Answer: It is important that you are as descriptive as possible, describing every item individually. Do not record descriptions as simply 'gift' or 'goods'. If your item is not descriptive the shipment will be subject to delays.

What is a Customs Invoice and why is it important?

Answer: A Customs Invoice is used for Customs purposes when exporting goods overseas or importing goods into Australia. The Customs Invoice includes information such as product description, reason for export, value of goods etc.

The Customs Invoice is important because it allows Customs in the destination country to assess whether duties or taxes are applicable. No international shipment can be cleared through Customs unless a completed Customs Invoice is available.

PACK & SEND automatically generates the Customs Invoice for you when your Online Self-Service booking has been confirmed. You then must print this Customs Invoice and hand it over to the courier driver (or Service Centre if you chose the Parcel Drop-Off service).

Will Customs charges be applicable when I send my goods overseas?

Answer: Your goods will be subject to local customs control and charges such as duty, Goods and Services tax (GST) and other taxes may be applicable depending on the commodity, its value and the destination country. If any additional charges are applicable then these will need to be paid by the receiver who will be contacted directly from the destination country.

PACK & SEND cannot provide any detailed information in relation to customs queries. Please visit the destination country customs or border security websites should you require further information.

What value do I place on my goods?

Answer: For international packages a true market value of the goods is a required so that the calculation of any applicable duties and taxes against the goods can be assessed by Customs.

Billing & Payment

What payment options do you provide for online bookings?

Answer: Our automated Online Self-Service currently supports the following payment methods: Visa, MasterCard and PayPal.

How do I know my payment is safe?

Answer: PACK & SEND operates a fully encrypted and secure payment gateway for all Credit Card transactions.

How do I know you received my payment?

Answer: Once your Online Self-Service booking has been confirmed, you will receive via email confirmation of the booking a 'Tax Invoice/Freight Job Itinerary', and instructions on what to do next.

Can I get a refund if I cancel a booking?

Answer: Yes, providing your goods have not yet been collected. Bookings may be cancelled no later than 10am on the date of pick-up by contacting the PACK & SEND Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking. A Cancellation Surcharge will apply.

If cancellation occurs after 10am a Cancellation Surcharge will apply, together with a Return Surcharge if your goods have been collected and need to be returned to you.

Do you have credit card surcharges?

Answer: No. The Online Self-Service prices quoted on the website represent the total cost (including GST & Fuel Levy). PACK & SEND does not charge any credit card surcharge fees.

Are there any other possible charges I should be aware of?

Answer: In addition to the delivery charge, we may charge you the surcharges as outlined in the Online Self-Service Terms & Conditions schedule if they apply to you. These additional surcharges will be charged to your credit card account used to complete the automated Online Self-Service booking.

Packaging

How should I pack my items?

Answer: Our automated Online Self-Service system can only accept goods that have been prepared and packed safely and carefully by you to a standard as published on our website. This requires your goods to be packed in box with internal cushioning sufficient to protect the goods for shock, vibration, compression and short drops during transport. To reduce the risk of damage to your goods and also minimise the risk of delay, please visit the Packaging Guidelines and Standards section.

What do I do if I am not sure of my package weight and dimensions?

Answer: You need to know this information to use the Online Self-Service. A Correct Weight/Dimensions Surcharge applies when your packed goods are re-weighed or re-measured and it is calculated as being heavier than the weight you booked online

Do I need to write any information on the packages?

Answer: No. All documentation will be emailed to you to place on the packages.

Where should I stick the paperwork and labels?

Answer: You must securely attach the documentation that will be emailed to you after you have confirmed your Online Self-Service booking. You must securely place the bar coded label on the package.

Do I need to leave the package open for the driver?

Answer: All packages for domestic delivery must be sealed with the documentation securely attached.

All packages for international delivery (export and import) must be left open so that the courier driver can have the consignment security cleared. Once this has been checked the carton can be sealed for transport.

Warranty

What is the Freight plus Warranty option?

Answer: Freight plus Warranty is an extended service option available for purchase by the customer that subject to our Terms and Conditions includes PACK & SEND providing a warranty for physical loss or damage to your goods whilst in our care, custody or control.

What does the Freight plus Warranty cover?

Answer: If goods are lost whilst in our care we will pay you the market value of the goods, up to the amount you have nominated in your Online Self-Service booking. If the goods are damaged whilst in our care, we will pay the cost of repair up to the amount nominated in your Online Self-Service booking.

Please view our Online Self-Service Terms and Conditions section to check what goods are excluded from the Freight plus Warranty cover and the terms of warranty cover. Exclusions include damage or loss to Prohibited Online Goods and any goods not packed in accordance with our Packaging Guidelines and Standards.

Why should I purchase Freight plus Warranty cover?

Answer: Transport companies aim to provide a distribution service for their customers that is affordable and encompasses reliability, timeliness, and safe delivery. To minimise the transport charges to the community, all carriers throughout the world disclaim to the extent permitted at law all liability for loss or damage of the goods they carry.

All freight companies therefore, offer to carry the freight under conditions that place the risk of loss or damage on the owner of the goods. Unfortunately, mishaps do occasionally occur, causing loss or damage to a client's goods. Freight plus Warranty endeavours to provide protection for these potential events.

How do I purchase warranty cover?

Answer: You simply choose the Freight plus Warranty option in your Online Self-Service booking. You will need to enter the value of the goods and you will be charged 2.0% (plus GST if applicable) on the value of your goods for this extended service option.

It is important that you declare the true market value of the goods. If the declared value of goods is less than their actual market value at the time of the loss or damage, the amount of the claim will be reduced in the same proportion as the declared value bears to the actual value.

Online Self-Service only provides warranty cover up to the value of $3,000. Please note that there is NO warranty cover available whatsoever for items included on our Prohibited Online Goods list.

What do I do if my goods are damaged?

Answer: If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in 'Good Condition' you will not be able to process a claim.

What is the process for making a warranty claim?

Answer: a) Contact the PACK & SEND Service Centre whose details appear on your Tax Invoice, Monday to Friday 8:30am to 5:30pm (excluding public holidays), within 7 days of the date that the cause of action giving rise to the claim arose.

b) Complete your claim form online at www.packsend.com.au/online-selfservice-claim ensuring you attach the required supporting documentation in order to process your claim.

c) Supporting documents to be lodged online by you may include photographs, independent quotes, and invoices to support your valuation of the Goods and repairers invoices. You must prove market value/loss at your own expense.

d) Lodge your claim form and any supporting documents online at www.packsend.com.au/online-selfservice-claim within 30 days of the date that the cause of action giving rise to the claim arose.

e) Once approved, claims will generally be paid within 60 days of lodgement and funds will only be deposited into the credit/debit card used for the payment of the Online Self-Service.


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