Frequently Asked Questions


Q. Do you charge by deadweight or cubic volume?

We charge by whichever is the greater for that particular consignment. Our price quoted to you will include any cubic charging if necessary.

Q. Can I request a collection in the morning?

Pick up time is usually between 9am and 6pm on your chosen date. If this is a concern, you may consider taking the goods to your place of work and we can pick up from there. Please ensure you nominate the correct address when booking on our site.

Q. Can I book a delivery if the item is to be shipped to me?

Our website allows for either sender or receiver to make a booking. If you are booking a collection as the receiver then it is your responsibility to ensure the following:

a) You must forward the PDF consignment-label (which you will receive via email after booking has been made) to the sender. They will need to print the required labels and attach it to the consignment which is to be collected. If consignment label is not attached, then it will not be collected by the driver.

b) It is also your responsibility to inform the sender of the booking (date and time). If collection cannot be made by the driver due sender not being notified, a fee of $9.50 (GST Included) will be charged before item can be re-booked for collection.

Q. Do drivers call on approach to pick up or delivery?

No. Pick up will occur on the specified date at any time up until close of business.

Q. What happens if no-one is at my specified point of pick-up when driver arrives to collect the goods?

You must ensure someone is available to consign the goods on the nominated day and time of pick-up from the pickup address. We may charge you the failed booking fee if we cannot collect the goods at the specified time and location.

If this is a concern, you may consider taking the goods to your place of work and we can pick up from there. Please ensure you nominate the correct address when booking on our site.

Q. How can I add cover and what is the charge?

Insurance can be added up to the maximum value of $1000. This can be added during the booking process. It is charged accordingly;

$750 Cover = $18.75

$1000 Cover = $27.50

Insurance cannot be added for any item sent which is on our Prohibited & Restricted items list and/or is a Hazardous/Dangerous item. Please note these rates include GST.

Q. Can you deliver to Post Office boxes?

No. We can only deliver to a physical address in Australia or around the world.

Q. Are your prices inclusive of GST, Fuel/Security Levies and credit card/PayPal surcharges?

Yes. Unless stated otherwise.

Q. Will I be compensated if my package is not collected on time?

Unfortunately, no. None of the major carriers offer a guarantee for collections.

Q. What do I do if my consignment isn't collected by 4pm?

You consignment can be collected anytime up until 6.00 pm. We would advise you to contact us if it hasn't been collected by 4pm and we will contact the carrier.

Q. What type of packaging is acceptable?

Our carriers will collect items placed in a box, envelopes and satchel bags. Courier Parcel cannot arrange collection of pallets or crates.

Q. Are you able to deliver items from Overseas to Australia?

Yes we can. But these items may be subject to customs fees and charges. We advise you to check with the relevant countries if there are any import/export duties before placing an order.

Q. Do I have to spend a certain amount each week or month to use your services?

Customers do not have to meet any volume or expenditure requirements. However, create an account to save even more off our already low rates.

Customs Advice

Q. What value do I declare for the goods?

The true replacement value of the goods should be declared. If an item is priceless then we advise not sending it through our services. It is also important to declare a correct value for export as the duties will be calculated according to the declared value.

Q. What shall I write when describing the goods?

Describe the goods in as much detail as possible. Using words such as "stuff", "goods" or "gift" will delay the item passing through customs in the receiving country as they will not be able to determine what the item is. To avoid delays, we advise you to be a descriptive as possible for each item being sent.

Q. Do I have to pay the custom duties when sending an item?

For overseas deliveries, local custom duties/taxes may be applicable. Charges will be based on the value and description of the item being sent. These charges will need to be paid by the receiver as we are unable to provide any information as to how much they could be. You will be able to find out more information by visiting the local countries customs website.

Damaged Items

Q. Where do I send the information regarding a claim?

Please send all relevant information to

Q. Are there any insurance exclusions?

You are unable to make a claim for any item sent which is not packed correctly or sufficiently. We will also not accept any claim for items sent on our Prohibited, Restricted or Dangerous Items list. For further information regarding insurance exclusions please read our Prohibited/Restricted Items list and Terms and Conditions.

Q. What is the claim processing time?

We will endeavour to finalise any claims within 28 days after being notified in writing, provided all requested information is submitted. But you may be required to allow up to 8-12 weeks for any settlement as this is the industry standard.

Q. How long do I have to submit a claim for lost or damaged item?

All claims must be received strictly within 7 days after receiving the item. We will not accept any claims after the 7 day period as we will be unable to process any such claims.

Q. Who can submit or make a claim?

Only the Sender (person who placed the order) can submit a claim. We will only liaise with the sender of the parcel if a claim is made.

Q. What do I need to start a claim?

The following is required when making a claim in order for us to be able to process any such claims;

· Clear and colour photographs of the item

· Clear and colour photographs of the packaging

· Detailed description of the packaging

· An invoice showing the value of the consignment

· Relevant shipping documents

Other documents may also be needed so please visit our Terms and Conditions for a more detailed answer.

Q. What insurance cover does my item have?

All items sent which are not ATL (Authority to leave) have $500 cover included. Additional insurance cover may be purchased through our website before finalising your booking.

Q. Should I keep the packaging if the goods are received damaged?

Yes. We will need to examine the packaging if the goods were received damaged. It is best if the packaging is kept intact (parcel not opened if there is clear damage to the outside of the packaging). Any interference with the packaging or not being able to provide the packaging when requested will void the claim.

Q. How do I sign for my package if it's damaged?

If you see the packaging has been damaged you can still sign to receive it but note that the package was received damaged. If you fail to note the package was received damaged then we will accept this as to mean the goods were delivered in good condition and you will not be able to submit a claim for any damage.

Online Booking

Q. Can I cancel a booking?

Bookings may be altered or cancelled no later than 10am on the date of pick-up (if item has not already been picked up) by notifying us via email at or call us on 1300 19 19 91. Please have your Consignment Number ready as you will need to quote it. A cancellation fee of $9.50 (GST included) may apply.

Q. I made an error booking my item, how can I correct this?

You will need to send an email to or call us on 1300 19 19 91. Depending on what is being requested, we may be able to submit the changes. If we are not able to make the changes then the booking will need to be cancelled and re-booked. $9.50 fee will be charged for all amendments.

Q. Why is a printer necessary?

When the booking is finalised through our website, you will receive documentation to attach to your parcel/consignment. These documents will need to be printed. For international deliveries you will be sent customs invoices (export documentation) which also need to be printed to send together with the package. A good quality colour or black/white printer is sufficient.

Q. Do you offer credit accounts?

No we don't. Depending on your weekly shipments (75 or more items), we may possibly offer an account subject to approval. Please contact us at or call on 1300 19 19 91 for more information.

Q. What payment methods are accepted?

Visa, MasterCard, American Express and PayPal.

Q. How do I pay for your services?

Payment is pre-paid online by Visa, MasterCard, American Express and PayPal.

Q. I am unable to book online, can I book over the phone?

Our pricing is structured so that we are able to provide customers with the most competitive rates. We are able to do this only through online bookings which is why we are unable to accept bookings over the phone. Booking online is simple and easy. For assistance please call us on 1300 19 19 91.


Q. I don't know the size and weight of my package.

Our booking page requires you to enter the weight, length, width and height of the item being sent. So it your responsibility to know this information. If incorrect measurements are entered then additional charges may apply together with a cancellation fee. Please see our Terms & Conditions for further information.

Q. How should my item be packaged?

You must take extra care when packing your item as items not packaged correctly will be refused collection by the driver and no claims will be accepted for insufficiently packaged items which may be damaged during transportation. A box is preferred. The item inside should be sufficiently padded and any corners protected with extra padding.

Q. How do I address my package?

Once you have booked your item and printed the relevant documentation, attach the consignment note to the package/parcel securely so that it won't become detached during transit. We recommend using sticky tape. Please ensure barcode is clearly visible.

Q. Does my item need to be placed in a box?

All items should be boxed where possible or placed in an envelope or satchel bag; depending on size and weight. We will not collect items which are insufficiently packaged.

Q. Do you carry items over 1 metre in length?

Yes, we can arrange for goods up to 2 metres in length to be picked up and delivered. Weight restrictions will apply as the item physically needs to be lifted by the driver. Any single item over 30kgs will not be collected by the driver as it becomes an OH&S issue.

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Customer support

1300 19 19 91

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