Prohibited Online Goods (POG) - Restrictions for Online Self-Service bookings

About This List

At PACK & SEND, we offer two ways to book a shipment: Online Self-Service for simple deliveries, and Personalised Service for everything else.

While Online Self-Service is convenient for straightforward shipments, our Personalised Service is the recommended option for most customers, especially when shipping valuable, fragile, bulky, or complex items.

The list below outlines items and pickup/delivery locations that cannot be booked through Online Self-Service. Restrictions may be due to:

• Carrier or handling limitations – third-party couriers may not support access, storage, or physical handover at certain locations
• Safety or compliance requirements – some goods pose a regulatory or handling risk and must be managed manually
• Size, weight, or packaging constraints – certain items exceed standard handling thresholds for automated bookings
• Customs-related risks – personal effects, restricted goods, or dutiable items may require specialised advice or documentation
• PACK & SEND’s service risk policies – to help prevent damage, delays, or dissatisfaction, some shipments are excluded from Online Self-Service but can still be managed through our Personalised Service

If you're unsure whether your shipment qualifies, we strongly recommend contacting your local PACK & SEND Service Centre before booking. This helps prevent unexpected fees, delays, or rejected deliveries—especially for international shipments.

Important Booking Note

During the Online Self-Service process, we show keyword-based warnings if your shipment description contains terms linked to prohibited items (e.g. “laptop,” “perfume,” “glass”). However, the system does not block you from completing the booking.

If your shipment is later found to contain prohibited goods or involve restricted destinations, it will typically be cancelled and refunded. You will then be referred to Personalised Service for further assistance.

Better Outcomes with Personalised Service

By choosing Personalised Service, you benefit from:

• Expert packing and safe handling
• Support for high-value, fragile, or bulky items
• Help with customs documentation, duties, and compliance
• Access to tailored transport options and risk management

It is the best option for peace of mind and successful delivery.

Prohibited Online Goods and Restricted Locations

The following items and pickup/delivery locations are not eligible for booking through our Online Self-Service platform. If you need to send one of these items or ship from/to these locations, please contact your local PACK & SEND Service Centre for assistance.

General Restrictions

• Unpackaged goods that do not meet PACK & SEND safety standards
• Items valued over $3,000
• Parcels over 30kg (dead weight)
• Parcels with cubic volume over 1.0m³ or with any side longer than 200cm
• Deliveries to PO Boxes or Locked Bags

Prohibited Items

Personal and Legal Items

• Jewellery, precious metals, and stones
• Cash, coins, bullion, banknotes, credit/gift cards, negotiable instruments
• Passports and SIM cards
• Personal effects and unaccompanied excess baggage
• Lost and found items (e.g. from airports or airlines)

Electronics and Devices

• Laptops, computers, monitors, printers
• Mobile phones and tablets
• Televisions
• Inks and toner cartridges
• Lithium or metal batteries, or devices containing them

Audio-Visual Equipment

• Hi-fi systems, speakers, subwoofers, amplifiers, soundbars, projectors, AV receivers

Household Goods and Furniture

• Fully assembled or unpacked furniture and bedding
• White goods (e.g. fridges, dryers, microwaves)
• Items containing flammable liquids (e.g. hand sanitiser, wipes)
• Household goods removals within Australia

Fragile Items

• Glass items or goods containing glass
• Crockery, ceramics, porcelain, vases
• Marble, quartz, Caesarstone, and similar stone products
• Picture frames

Art and Collectibles

• Antiques
• Artwork, prints, canvas art, paintings
• Sculptures

Automotive and Machinery

• Automotive panels
• Motors, motorbikes, motor scooters
• Oil or goods containing oil (e.g. gearboxes)

Food and Beverages

• Perishable food (e.g. chilled or frozen meat, seafood)
• Alcohol: wine, beer, spirits
• Liquids (including non-flammable types)

Medicines and Pharmaceuticals

• Prescription and over-the-counter medicine
• Veterinary medications
• Pharmaceutical products (e.g. tablets, creams, syrups, inhalers)

Dangerous Goods

• Aerosol cans
• Flammable items
• Toxic gases and explosives
• Perfume (due to alcohol content)
• Any item classified as Dangerous Goods

Weapons and Restricted Equipment

• Firearms and ammunition (including parts)
• Knives, swords, and replica weapons

Live or Biological Material

• Bloodstock, livestock, or animals (living or dead)
• Plants, trees, seeds, flowers
• Human ashes or biological specimens

Scientific and Special Equipment

• Scientific or laboratory equipment
• Medical instruments

Commercial & Miscellaneous

• Auction house items (e.g. Grays Online, Pickles)
• 'Click & Collect' purchases from retailers
• Palletised goods or items requiring forklifts/pallet jacks
• Storage facility items requiring access codes

Restricted Pickup and Delivery Locations

Online Self-Service bookings are not supported for the following locations:

• PO Boxes and Locked Bags
• Hospitals (including wards and restricted areas)
• Airports (terminals and cargo areas)
• Auction houses
• Government buildings (due to access restrictions)
• Schools and universities (complex access/navigation)
• Event venues (temporary setups or limited access)
• Military bases (security clearance required)
• Storage facilities with code-based access

Why These Locations Are Restricted for Online Self-Service

Our Online Self-Service platform uses third-party carrier networks to manage pickups and deliveries. While this option offers convenience for standard shipments, it is not suitable for locations that require special access, coordination, or security clearance.

The following types of locations are not eligible for Online Self-Service bookings because carriers:

• Cannot access restricted or high-security areas (e.g. hospitals, military bases, government buildings)
• Are unable to wait for individuals or coordinate item handovers (e.g. schools, airports, auction houses)
• Cannot retrieve goods that require access codes, facility staff, or keys (e.g. self-storage units)
• Are not authorised to complete deliveries to mail-only addresses (e.g. PO Boxes or Locked Bags)

For these situations, please use our Personalised Service by contacting your local PACK & SEND Service Centre. Our team can assist with access coordination, specialised handling, and ensuring your shipment is completed successfully.