CP = Couriers Please / AP = Australia Post / BE = Border Express / STE = StarTrack Express / ATL = Authority To Leave

SMS =Text Message Service

What If I am not home when the parcel is coming?

– If you have selected ATL, the parcel will be left in a safe place
– AP will require you to track your item and collect the parcel from their nominated Post Office. You are not able to choose your Post Office for collection
– CP have a range of options such as your closest POP Shop (7/11, Newsagent, etc) which is usually within a 5km distance
– You can choose which POP Shop by replying to the emails / SMS they send
– If you do not respond to the emails / SMS then it will go to their allocated POP Shop
– If you are more than 5km from the closest POP Shop, the item will return to their depot for redelivery. You will need to book in your redelivery
– STE & BE will re-deliver; usually in the next 2 working days

How long do I have to collect my parcel from a “Collection Point”?

– 7 calendar days applies to all pickups
– It is imperative you track your own parcel to monitor your shipment
– After 7 days, the parcel be Returned To Sender and it cannot be stopped
– This applied to all carriers

How do I collect my parcel from a “Collection Point”?

– Collection Point refers to a POP Shop, Post Office and/or Carrier Depot
– For any collections, you must have the tracking number, card (if available) and photo ID
– Without these, your collection may be refused

My ETA is wrong, and I am still waiting for my parcel?

– Most of the time, the ETA will be met
– Christmas, Easter, End Of Financial Year and such times will result in your parcel taking longer than expected
– When it is not met, simply track your parcel for updates
– If there have not been any updates for 7 working days, please contact the carrier for assistance

My order left 2 days ago and there is no scanning?

– Tracking can take up to 72hrs to start working on the carrier’s site
– This 72hrs is measured from the Dispatch Email Notice; not from purchase date
– After 72hrs, if there is no tracking, please contact the carrier to open a case for your parcel

The carrier received my parcel several days ago and it is still in the depot?

– In Peak periods, this will be very common with most carriers delayed 1-5 working days in terms of ETA, Scanning, Dispatch and/or Delivery
– This happens every year; especially around Christmas time. Please choose as Express if you want it expedited at time of purchase

I want to cancel my order and have a refund for the freight?

– Once the item is dispatched, there cannot be a refund of the freight costs
– All carriers will still charge the freight costs plus a Return To Sender Fee
– No carrier will provide discounts or concessions

How do I select ATL for my parcel?

– When you make your purchase for the item, please use the retailer’s website to ask for ATL
– If that is not an option, write ATL in the comments section
– If that is not an option, simply respond to the emails / SMS and choose ATL
– If that is not an option, you will not be able to use the ATL service

I asked for ATL (Authority To Leave) but the item was not left at my door?

– ATL can only be actioned if you live in a house and there is a safe place to leave the parcel
– ATL cannot be actioned if you live in a unit, townhouse, villa or community lot

I have a gate that is closed or no clear / open access to the front door. Can the courier slide or open the gate for delivery?

– The courier will leave a card in the letter box to inform you they attempted delivery
– None of the courier companies will instruct their driver to open a gate or make a delivery if there is no clear access to the front door
– Always ensure your gate is open (not just unlocked) otherwise the courier driver will not delivery the parcel

How do I track my parcel?

– For every parcel dispatched, you will receive an email with the link to track your parcel. You will also receive email and SMS updates for your shipment
– Each courier has their own website which you can search and use it directly to track
– Enter the tracking number and see the progress of your parcel

There are no scan events on my parcel?

– This does happen in rare situations due to the label not being able to be scanned
– If you receive a dispatch notice but there are no scan events, contact the respective courier ASAP to identify this
– Please allow 2 working days from the Notice Of Dispatch before contacting the carrier
– In the rare event they cannot locate your parcel, please lodge a case so it can be investigated

I did not receive an email or SMS about my delivery?

– You will always receive at least 1 email which is the Dispatch Email. This will contact the carrier and tracking details
– If you do not receive any further emails or SMS from the carrier, please ensure your track your parcel using your Dispatch Email to monitor your shipment
– At times and due to large volumes of parcels, the automated system may have limited bandwidth to email / SMS every customer; it can happen

I didn’t receive a card from the driver for attempted delivery, but tracking shows they were here?

– There should always be a card, but this does happen with all carriers
– In this case, please always refer to your tracking to ensure you can keep track of your parcel and where it is being returned to
– About 5% of all deliveries, the drivers will run out of cards or forget to leave a card
– If the parcel has been attempted:
* Contact CP for collection from the Depot or book your Redelivery. If it has gone to a POP Shop, simply go and collect
* Contact AP for location of the parcel and collect from the Post Office
* Contact BE or STE for collection or Redelivery
– Please allow until the next working day to see the location of the parcel

I was home but the driver did not knock; now they have gone?

– Every driver is instructed to knock on the front door. If you do not hear the driver and they leave, please contact the carrier to ask for a
Pickup or Redelivery. A Redelivery will only be provided if it is available or possible. Post will not redeliver under any circumstance

After I signed for my parcel, I found it to be damaged?

– Upon delivery, once you sign for your parcel, the carrier will not acknowledge any claim, even if you have insurance
– If your parcel looks damaged when the driver arrives, DO NOT SIGN FOR IT so that it can be returned to the sender and a claim can be
lodged if there is insurance