Frequently asked questions
Booking
How do I book?
Enter both addresses, what you are sending and when it is ready on the booking page. You see the price before you pay. Pay by card, or on account if your business has one.
What are the cut-off times?
Same Day: book before 12 pm for delivery by 6 pm. Express: book before 3 pm for delivery within 3 hours of collection. Next Day: book by 5 pm for delivery the next business day by 5 pm. Bookings after a cut-off roll to the next available service.
How is the price worked out?
By parcel size (weight tier), service speed and distance. The estimate on the home page uses suburb centres; the exact price is confirmed from the street addresses before you pay. Prices include GST.
Can I send more than one parcel?
Yes. Add each size and quantity. Every parcel gets its own numbered label, and the price is the sum of the parcels.
Do I need a printer?
No. Print the label if you can; otherwise write the reference (for example NX-7K3P9Q) clearly on the parcel. The driver scans or types it.
Tracking
How do I track my parcel?
Open the tracking link in your confirmation email, or type the reference from the label into the Track page. The page shows every step from booking to delivery.
Can I see where the driver is?
The tracking page shows the driver's first name and the status of your parcel. We do not publish the driver's live position.
The tracking page says "Held at depot". What does that mean?
We tried to deliver, nobody was available and the parcel needed a signature, so it is at our depot. The page names the depot where you can collect it, or contact us to arrange redelivery.
Delivery
What are your delivery windows?
Same Day by 6 pm, Express within 3 hours of collection, Next Day by 5 pm the next business day. Times are estimates; traffic and weather can change them, and the tracking page keeps you informed.
What happens if no one is at the delivery address?
If the sender gave authority to leave, the driver leaves the parcel in a safe place and photographs it. If a signature is required, the driver leaves a card and takes the parcel to our depot; we attempt redelivery once at no charge, or you can collect it.
Can I change the delivery address?
Before pickup, cancel and rebook. After pickup, contact us: a redirection is charged at the standard rate for the new distance.
Do you deliver on weekends?
Saturday mornings by arrangement for business accounts. Standard services run Monday to Friday.
Pickups
When will the driver come?
From the ready time you booked. The driver's run is planned on the day; the tracking page shows when the driver is on the way.
What if my parcel is not ready?
Tell us before the driver sets off and we rebook free of charge. A pickup that fails because the parcel was not ready, or nobody was there, is charged.
What can't you carry?
Dangerous goods, cash and valuables, live animals, illegal items and anything over our size limits. See the full prohibited items list.
Problems
My parcel is late.
Check the tracking page first. If it is past the promised time, contact us with the reference. If the delay was our fault, the delivery fee is refunded.
My parcel arrived damaged.
Keep the packaging, photograph the damage and tell us within 14 days. Claims are paid up to $100 standard cover, or the extra cover you arranged. See the refund policy.
The parcel is marked delivered but I don't have it.
Check the proof-of-delivery photo on the tracking page for where it was left, and ask neighbours and reception. If it is not there, contact us within 2 business days and we investigate.
How do I cancel?
Free until a driver is assigned, from My bookings. After that, call us. Details in the refund and cancellation policy.
Business accounts
How does an account work?
Apply on the business page. Once approved, you book on account and receive one tax invoice a month, payable on 14-day terms.
Can my parcels carry our own barcodes?
Yes. Enter each parcel's barcode when booking and our drivers can scan it as well as our label.
Can I get regular pickups?
Yes. Account customers can arrange a daily or scheduled pickup. Contact us to set it up.