FAQ's

Please refer to the details below to avoid any issues with utilising our service:

Is sendmyitem.com.au a courier company?
No, we are a courier broker. We are an internet based company committed to bringing the best customer service to our clients while offering choice of courier services with no minimum spend required or having to create an account while we pass on the savings to you.

Do I need an account to use your service?
No, anyone can use our service with a valid PayPal account or Credit Card.

Can I book with an operator over the phone?
To pass on the savings on to you we can only offer quotes and bookings through our website. Although we are a internet based company, we do offer support via email and our form on our contact us page.

How long does it take to get a quote?
In most cases, you’ll get a price within an hour (during AEST business hours). If you are sending something a little bit different, or perhaps to an out of the way place, the carriers will need to have a look at what you are sending in order to accurately price your request, and in some cases can take up to 24 hours.

What if I don't know the correct weight or dimensions of the item?
Overestimate, rather than underestimate the measurements as you will be charged additional charges for underestimated measurements.

Is there a cut-off time for bookings?
Generally the cut off is 11am for same day pickups, however this differs from area to area and the next business business day may apply to regional areas.

Why do I need a printer to use your services?
All of our services need a shipping label to be attached to your packages, so you will need to be able to print this out along with the drivers manifest.

Can I send items that are heavy?
Yes, however items over 40kgs will need to placed on a pallet and if you require a forklift to load and unload the item(s) from the vehicle you will need to select the tailgate lifter option (fees apply). This does not mean that your goods will be taken into your house. The driver will only load or unload the goods. A maximum of 10 minutes is allowed for pickup and delivery.

Can I send something overnight?
Yes. We have access to air services via the major carriers, and deliveries between capital cities and major regional areas can generally be sent overnight. Some areas may attract an extra day or two. Just advise us that you require an overnight delivery and we will advise whether it can be done or not, including the expected timeframe.

I have an item that is not urgent, what is the best option?
The best and most cost effective option will be a road service, which can take anywhere between 1-14 days depending on where the item is going. For example, an item going from Melbourne to Sydney takes 1-2 days, but a delivery from Melbourne to Port Hedland can take 10-14 days.

How do I get my shipping labels (consignment label)?
Once you have paid for the freight movement, we will send you the shipping labels to the email address that was provided.

Can I book as the receiver?
Yes, however it is very important that you make sure the sender receives the booking email with the shipping labels and instructions, and they fully understand what is required to complete a pickup. You must inform the sender of the pickup date and time nominated by you in the booking. If a carrier attempts pickup from the sender and cannot collect the goods, you will incur an additional fee which must be paid prior to us re-booking.

Can I pickup or drop off my item at the closest depot?
Please contact our customer service department via email or the contact us page to confirm if this is possible.

What does ATL mean?
Authority to Leave, means the driver can deliver the item(s) without needing a signature on delivery.

How should I package my item?
We can only accept items that are professionally packed and within a box or satchel ready for the driver. The item must be cushioned, protected with suitable outer packaging and the corners protected. If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.

Are my items automatically covered under Item Protection Warranty?
No, the level of cover must be chosen during the quotation stage (warranty incurs additional charges).

Item Protection Warranty
Cover can be added up to the maximum value of $2000 EXCEPT services that are listed as ATL (Authority to Leave). This is to be added during the quotation process. It is charged accordingly including GST: $250 Cover = $5.50; $500 Cover = $11; $1000 Cover = $22; $1500 Cover =$33; $2000 Cover = $44. Item Protection Warranty can't be added to any item listed in the Prohibited or Restricted items list (please refer to Terms and Conditions).

What do I do if the item(s) is damaged?
If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in 'Good Condition' you will not be able to process a claim. The packaging must be kept in case the goods need inspecting with the packaging. If the packaging is not kept this could invalidate your claim. In order to process a claim the following are needed: *Photograph of the item *Photograph and description of the packaging *An invoice showing the value of the consignment. Only the person that placed the order can start a claim and only the person who placed the order will be paid if approved. All claims must be received within 28 days of the date of booking. We will not be able to process claims received after this date. We will aim to conclude any claims received within 28 working days. There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or restricted Items list, or if the item was not boxed or packaged sufficiently. For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions. The damaged item must not be moved until the claim is completed as this will invalidate the claim. If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you.

Why hasn’t my item been collected?
There may be a number of reasons why your item has not been picked up. Carriers generally complete their pickup runs between 12pm - 5pm. If you book after 11am, the next available pickup time will be the following business day. If the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

Will I be contacted if my collection fails?
sendmyitem.com.au are a courier broker and therefore not the carrier. If the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

Can I amend the details of the booking?
Please contact us with your booking number and we will confirm if we are able to make the amendments (fees may apply).

How do I track my delivery online?
Click on the Tracking link on the menu above, then select the carrier that you have booked with. Find the tracking number in your booking email and key it in the field on the carriers website (in some cases you may need to select the option "senders reference"). Most carriers have instant tracking upon collection, however there may be delays depending on the location of pick up or delivery. Tracking is managed by the carrier.

What happens if no one is home at the specified pick up time?
We strongly suggest to select an address where the sender will be during business hours ie. workplace, etc. Otherwise if no one is going to be at the specified pick up time and location, you can choose to leave the item at the front door for the driver, as long as the supplied shipping label and signed driver manifest is attached. If this has not been done, and the driver arrives to pick up the parcel, you will be charged a futile pick up fee. The job will then need to be rebooked for a suitable pick up time.

What happens if no one is home to receive the delivery?
We strongly suggest to select an address where the receiver will be during business hours ie. workplace, etc. The driver will leave a "sorry we missed you card" with instructions on how to proceed with organising a redelivery. Please note a redelivery fee may be charged if no one is available to receive the delivery and Authority to Leave has not been given.

Can you deliver to PO boxes?
We cannot send to any PO Box address unless Startrack are the nominated carrier. The surcharge fee is $9.50 and will have to be added to the quoted price when you are in the Payment section of PayPal.

Are there any items that you wont transport?
Yes, some items cannot be sent through our services. Some of these are obvious, but others you may not know about. For example, aerosol cans are not allowed as they can explode in the right environment.

Prohibited Items
The following items are strictly prohibited from shipment, and must not be sent through our services under any circumstance. Any of these items being sent may result in prosecution, heavy fines and imprisonment.

• Aerosol cans / sprays
• All liquids Animal skins / Furs / Any Animal Parts including meat / Ivory and ivory products
• Any item that is Unpackaged
• Any item that requires collection from Grays Online
• Articles of exceptional value (eg, works of art, antiques, precious stones, gold and silver)
• Box with Hazardous label - Items sent with a Hazardous label attached will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES
• Cheques or Tickets that are not named
• Dangerous goods - eg Explosives / Fireworks / Christmas Crackers / Radioactive Materials / Deactivated or Replica Weapons and Munitions / Firearms / Swords / Knives / Weapons
• Dry Ice
• Engines / Generators / Gearboxes or any part containing or having contained oil/petrol unless flushed through
• Fire Extinguishers / Life Jackets
• Food items (Perishable) Being Sent Internationally/ Perishable goods
• Furniture that is not flatpacked - Please see restricted items list
• Goods moving under ATA Carnet and all temporary exports and imports; goods moving under FCR, FCT and CAD (Cash Against Document)
• Hazardous materials eg Paint / Adhesives / Chemicals / Flammable resins, solvents, liquids / Compressed Air / Items containing any gases - See Also Household goods
• Household goods containing flammable or corrosive liquids, such as oven or drain cleaners / perfume, aftershave/ hairspray/ nail varnish and remover/ antiseptic wipes
• Human Remains / Body Fluids
• Live / Dead animals
• Magnets or items containing ferro-magnetic material
• Money, Keys, Negotiable items / Payment cards / Birth Certificates / Driving Licences
• Personal effects/Unaccompanied baggage / Suitcases.
• Plants / Seeds / Flowers
• Pornographic materials
• Prescribed Drugs / Medication
• Tobacco and tobacco products
• Wet , Dry, Metal Or Lithium Batteries Or products containing these items.
• Wine, Beer & Alcoholic Beverages

Restricted Items
The following items are deemed unsuitable for shipment by our services, and are therefore restricted. Any of these items being sent may result in surcharges, delays or confiscation by authorities where appropriate. No transit cover or guarantees whatsoever will apply to these items. THESE ITEMS ARE SENT AT YOUR OWN RISK.

• Automotive Panels
• Flatpacked Furniture - Items should be boxed with internal packaging and protection on corners. Please see packaging advise in our help and information section.
• Food items (Perishable) All areas
• Glass / Acrylic / Mirrored items / Corian / Crystal / Ceramic / Fibreglass/ Porcelain/ Plaster / Marble / China / Stone / Slate / Resin / Granite / Carbon / Concrete - (or any item containing these materials)
• Household goods removals Domestic (including all personal effects)
• Monitors / Computers / Printers
• Passports
• Speakers & Amplifiers
• Televisions / Plasma & TFT Screens, Monitors
• White Goods -fridges, ovens- (also known as range, stove, cooking plate, or cooktop), Microwaves, dishwasher, Washing Machine, Air - Conditioning Units etc.)

We will not accept any materials and products that may be dangerous or hazardous to handling staff.

To comply with strict regulations we will not carry any substances classified as dangerous in the latest edition of the IATA publication.

Also prohibited are: Shipments with inherent vice; Shipments which by their nature are likely to soil, impair or damage persons, merchandise or equipment; Goods the carriage of which is prohibited by law in the country of origin, transit or destination; Goods which attract excise duty or which require special facilities, safety precautions or permits.

It is the sender’s responsibility to comply with current government regulations or laws applicable in each country. Not all commodities can be shipped to all countries.

Further information is available on request. Please contact us before placing any order if you are unsure of the classification of your consignment. Failure to declare dangerous goods can lead to prosecution, heavy fines and imprisonment.

Terms and Conditions
Click here to read our Terms and Conditions.