- Benefits of Registration
- Frequently Asked Questions
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Frequently Asked Questions
How to book?
We have made our booking system as simple as possible for our customers, please see below steps: -
Step 1: Fill in all necessary details and then click on 'GO' to receive a quote (ensure all the measurements are typed in 'cm' only).
Step 2: Once a quote is displayed, fill in the sender and receivers address fields and then carefully read and declare the conditions of carriage.
Step 3: Make a payment with a Credit card or PayPal (the transaction is highly secured)
Step 4: You will receive an email and an SMS (if mobile number is provided) confirmation of the booking (tax invoice and consignment details will be attached to the email).
Step 5: Print the consignment details (pickup and delivery information such as names, contact numbers and addresses) and attached it securely on the parcel(s) you wish to send (please ensure the packaging used does not have an old bar-coded label).
Step 6: Our driver will collect the freight according to the designated collection date.
Please note: we can collect or deliver the item(s) without a signature if authorised at the time of booking (this can be selected at the time of booking).Can I book over the phone?
Yes - however, there is a booking fee of $10.00
I want to make a booking but don't know the weight and dimensions?
Please be advised that you should only provide the correct details of the item(s) at the time of booking (this is for safety (OH&S) and security reasons). If any of the items collected weighs or measures greater then what's advised at the time of booking, your item(s) will be held and an additional fee will be applicable (calculated based on $1.90 per additional kg despatched PLUS an amendment fee of $9.00).
Can I change information on a consignment?
Yes
Please note: we charge an amendment fee of $15.00 for any changes to a consignment after it has been booked (Please be advised that changes to a consignment may delay the pickup/delivery process). The charge will need to be paid separately with a credit card upon amendment.Can I add more items to a consignment?
You can only add additional items to a consignment in advance of at least 24hours of pickup. The cost will be re-calculated accordingly and charged separately along with amendment fee of $15.00.
Can I cancel a consignment after it has been booked?
Yes - Please note: a cancellation fee of $15.00 would be payable and a partial refund will be arranged.
What happens when a pickup has been attempted unsuccessfully?
Should this occur, a Futile Pickup fee of $35.00 would be payable prior to next pickup attempt.
Please note: this can be avoided if we are authorised in advance to collect the freight without a signature if no one is home. Another option would be to use an address where someone would always be available to handout the goods and is aware of the pickup date.What happens when a delivery has been attempted unsuccessfully?
If no one is available at the time of delivery and we are not authorised to leave your item(s) without a signature, you will be charged an additional attempted delivery fee of $9.00 basic PLUS $0.39 per kg, based on greater of 'cubic' or 'dead weight' (250kg = 1 cubic metre).
Please note: this can be avoided if we are authorised in advance to leave the freight without a signature if no one is home. Another option would be to use an address where someone would always be available to receive the goods and is aware of the delivery date.When will my consignment(s) be collected?
We will attempt collection of your consignment on the designated pickup date between 8:30am - 5:30pm (Urgent Courier is collected and delivered within 4 hours of job being booked, Direct Courier is collected and delivered within 2 hours of job being booked). Please ensure your items are ready at least one day prior to pickup to avoid any delay or even futile pickup.
Please note: additional charges may apply if drivers need to wait for the items to be packaged/sorted onsite.When will my consignment(s) be delivered?
We will attempt the delivery of your consignment according to the delivery date promised between 8:30am - 5:30pm (Urgent Courier is collected and delivered within 4 hours of job being booked, Direct Courier is collected and delivered within 2 hours of job being booked). If for any reason the delivery date is to be changed, we will inform you in advance.
Do you provide packaging?
Unfortunately we do not provide a packaging service. You may obtain packaging material from a local Bunnings warehouse, Kennards Storage, Storage King Etc.
How should I package my goods?
Please refer to packaging tips for full packaging information.
Do you deliver to Postal addresses (PO Box).
Unfortunately we can only delivery to a physical address.
Are there any weight and or size restrictions?
Yes
Any items being transported MUST not exceed the length or width of 290cm (2.9m) and or the height of 210cm (2.1m). Maximum weight restriction for any 'individual' item is 800kg. For any items over the maximum weight and size restriction, please contact our customer service team on 1300 200 113 for further information.How do I track my parcel?
You can track your parcel online, please go to our homepage Home (track and trace is located below the quick quote calculator at our home page for your convenience).
What are your methods of payment?
We accept VISA, MasterCard, AMEX and PayPal.
Do I need to open an account to use your service?
Our customers are not required to open an account to use our service as we specialise in one-off delivery service.
Can I pickup or drop-off my items to and from your depot?
Unfortunately customers are not authorised to drop-off or pickup items to/from our depots due to strict safety (OH&S) and security reasons.
Do you have a cut-off time for online bookings?
Yes
Our online cut-off time for Sydney 'Same Day' pickup is 1:00pm (day of booking), for all next day pickups, cut off time is 5:30pm (day of booking).Are my items covered from Loss or Damage by your Transit Warranty?
We provide a Transit Warranty which cover items from loss or damage. Please ensure you have read and understood our Transit Warranty terms and conditions as some items are not covered Transit Warranty.
How do you calculate the freight cost?
Our prices are calculated based on the greater of the total cubic or actual item weight. Please see below calculation for an example - (We use the calculation of 250kg) If a parcel is 0.5m high x 0.6m long x 0.8m wide, its cubic weight is 0.5 x 0.6 x 0.8 x 250 = 60kg.
So if this parcel's actual weight was less than 60kg, it would be charged at 60kg. If it weighed more, it would be charged at the higher weight.Do you transport furniture?
We are general freight carrier and not a removalist and as a result we can only transport furniture based items that are flat packed/dismantled and packaged. Furniture based items are not covered by our Transit Warranty.
What items cannot be shipped through your company?
We cannot deliver foodstuffs, live animals, dangerous goods or illegal contrabands.
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Understanding Cubic Conversion
Every truck measures its carrying capacity in two (2) ways, by the cubic volume and by the dead weight. As an example, if you compare the volume of a tonne of feather to a tonne of lead, the feather obviously take up much more space. Hence cubic conversion is used to calculate freight cost.
Volumetric weight is based on a conversion rate of 250kg per cubic metre, and calculated by multiplying the length by width by height in metres times 250.Example: Volumetric weight = 0.6 X 0.4 X 0.5 X 250 = 30 kg -
Measuring the size of the carton
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Tracking your consignment
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Transit Times
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Non deliverable items/Damaged items
If the recipient refuses a consignment or the item has a leak or is damaged, it will be returned to the sender if possible. If the sender refuses to accept the returned consignment, or it cannot be returned because of leakage or damage due to faulty packaging, the shipper is responsible for, and will reimburse Ausxpress for all costs and fees of any type connected with the legal disposal of the consignment, and all costs and fees of any type connected with clean up of any spill or leakage.
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Packaging Tips
Please follow the suitable guidelines below to ensure your item(s) are delivered in perfect condition. You can also contact our customers service team for further professional advise.
Labelling your items- Clearly label all packages on the top of each item. This allows for faster identification and minimal handling.
- Do not place any shrink-wrap/tape/bubble-wrap over the address label.
- Provide full pickup and delivery addresses, contact name and numbers along with postcodes.
- Include your address and the destination address inside the shipment.
- You should also write the consignment number on each parcel with permanent marker in case the label is accidently removed.
- Padded envelopes or small cartons should be used for the packaging of small items. If it is non fragile and is solid then bubble wrapping is also suitable.
Several items in a single carton should be wrapped separately or padded in-between to afford each item protection from the others. Any remaining space between the items and the outer container should be filled with sufficient packing material (shredded paper, newspaper, old clothing) to prevent the items being damaged by movement in transit.
Heavy Items- Heavy items must be packaged in cartons strong enough to support the item weight. The weight of the contents must not overload the box or carton otherwise it may burst open.
- Irregular shaped items with projections or sharp corners need extra protection to prevent accidental damage and to avoid damaging other goods.
- Please note: Heavy or irregularly shaped items should ideally be secured to a pallet for added stability and protection and to enable ease of handling.
- Goods on pallets should be evenly stacked and items secured to the pallet by shrink wrapping, strapping or banding. Make sure the pallet is not stacked too high as it can lose balance once in transit.
We strongly suggest that electronic goods are packaged into its original carton if available. Items should be supported by polystyrene moulds and packed into suitable cartons. Ensure the item is cushioned all around the edges to avoid any damage.
Metal Objects- Any type of metal objects MUST be well packaged to avoid injuries to our staff and damaging other items in transit. Never send bare, sharp metal without packaging.
- Please note that we can only transport brand new (unused) engines and machinery. All engines and or machinery must be securely packed inside a crate and drained of any fluid.
- Any fragile/sensitive items must be well wrapped, placed away from the edges of the box or in separate boxes if possible.
- Packaged fragile items with empty space inside must be well cushioned/filled with soft supportive material(s).
- Please use fragile stickers so that we can identify these items and take extra care of them for you. Also advise us of the fragile item at the time of booking so that it is noted on the consignment for reference.
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Questions?
If you have any questions you can contact us via the methods listed on our contact page
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