All links to Third party
sites are provided as an information source only, and we accept
no responsibility for their accuracy. All rhetorical questions and
answers are based on information gained and sourced from experience,
product information and hypothetical scenarios.
It is always the responsibility of the Sender and owner
of the goods to ensure any decisions they make are based on their
own research, common sense and awareness of regulatory controls
from both the Australian government, countries the goods may transit
through and the ultimate country of destination. By clicking this
link to Frequently Asked Questions you acknowledge the above.
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To assist in reading the FAQ we have made
it easier by putting the information in sub-sections relating
to the subject. We hope this information is of assistance,
and we welcome any general questions if you require additional
clarification.
Please click on the appropriate Link to go straight
through to the relevant FAQ’s.
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Is the time frame guaranteed? |
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| Regular post is not time guaranteed. It is dependent
in large part to the speed and processing in the recipient country.
If you purchase the GOLD SERVICE option (to countries advised)
the time frame is guaranteed into the country. You are entitled
to a $100 rebate if it does not arrive in the country by the
due date. For full details click here for Premium Services. |
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Is the Gold service rebate to
the front door? |
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| No, it is confirmation of arrival into the country,
as there may be industrial delays, problems with the shipment
going through customs and quarantine, or an inability to deliver
as people are away etc. |
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Can we track our package? |
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Regular air and sea freight is not trackable
to the front door in the same way that a letter posted is
not trackable.
If you purchase Premium Services it can be tracked into
the country, and to the front door in some instances. In
addition the GOLD SERVICE provides a $100 rebate if it does
not arrive into the country by the due date. For full details
click here for Premium Services.
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What do I do if my parcel does
not arrive in the time frame advised? |
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All enquiries are to be emailed through the
Enquiry Form click here or faxed to 61 2 9225 9006.
Please DO NOT contact the place of purchase as this will
delay the enquiry, as we require specific information to
start the process. You will be required to provide a copy
of your paperwork and/or reference number. These contact
details are 24 hours a day.
Premium Service customers will have their information retained
on the Regulated Agents database in case of loss or misplacement
of paperwork.
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What are Express Courier, Declared
Value, Extended Warranty and Premium services? |
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Full explanations are available by clicking
the relevant link:
For full details click here for Premium Services
For full details click here for Express Courier
For full details click here for Declared Value
For full details click here for Extended Warranty
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What is a Regulated Agent? |
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This is an entity that is regulated by the
Australian Government through its Department of Transport
and Regional Services. It is required to ensure that items
being sent by freight comply with government and international
standard and to take all necessary action to ensure compliance
by all parties sending items by international and domestic
post and freight. |
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When does the time frame start? |
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From the next business day after pickup, or
in the event the box is left at the place of purchase the
next business day after purchase. |
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What compensation can I have against
non-delivery? |
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For full details click here for Declared Value
For full details click here for Extended Warranty
For full details click here for Premium Services. |
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Why would my parcel arrive in
different packaging to what I sent? |
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Whilst it is rare occurrence for this to occur
there are a number of common reasons including:
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If the parcel has been repacked,
will everything still arrive together? |
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Not always. Postal products are treated as
separate items and may arrive on different days. They can
even arrive in the case of sea freight weeks apart if they
have travelled on different vessels.
What does door to door, airport to airport and port to
port mean?
For full explanations please click here.
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Can I seek a warranty against
loss or damage to my goods, and the cost of freight? |
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Traditional insurance does not provide insurance
against the cost of the freight. We are able to offer an
Extended Warranty which covers the cost of freight, and
added benefits including an email, fax and telephone reimbursement.
Limits and coverage are provided at the following links:
For full details click here for Declared Value
For full details click here for Extended Warranty
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What cannot I seek compensation
for? |
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For full details click here for Declared Value
For full details click here for Extended Warranty
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Can I be compensated for delivery
delays? |
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Yes, with Premium Services and Express Courier
services only.
For full details click here for Premium Services
For full details click here for Express Courier
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What information is required to
be provided for a claim? |
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For full details click here for Declared Value
For full details click here for Extended Warranty
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Are duty and taxes included in
the price? |
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No, as everybody’s shipment is different
the onus is on the Sender to ensure they are aware of requirements
in country of destination in relation to items and quantities
likely to attract duty and taxes. Some helpful sites:
-International Postal Guide (know what restrictions exist
to destination country) http://www1.auspost.com.au/international/
- List of Embassies, Consuls and Other Foreign Mission
Details
http://www.info.dfat.gov.au/protocol
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Whose responsibility is it to
make sure my contents can be sent, and are permissable? |
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This is always your responsibility as the
legal owner of the goods. Common sense and taking the time
to evaluate the goods being sent are helpful. Any mistakes
or ‘trying to beat the system’ could turn out
to be very detrimental.
Please click below for List of Embassies, Consuls and Other
Foreign Mission Details:
http://www.info.dfat.gov.au/protocol
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Whose responsibility is it to
make sure the paperwork is filled in correctly, and
the information is correct? |
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Yours under all circumstances. If you are
unsure about anything please use the links provided to assist
with any questions and decisions to be made. Please click
here to go back to resource information home page.
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Can my parcel be opened and checked? |
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Yes, if it is required to comply with the
requirements of Regulated Agents, Statutory Authorities
in Australia, countries the goods may transit through and
the ultimate country of destination, and any l freight forwarder
involved in the carriage or handling of the goods. |
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Can items be removed from my parcel? |
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If they are regarded as dangerous, likely
to cause damage, a security risk or in any way perceived
or real, to cause or lead to non-compliance with regulatory
and international requirements in Australia, countries the
goods may transit through and the ultimate country of destination,
at their absolute discretion. |
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Can I send my suitcase or backpack
locked? |
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No, unaccompanied luggage cannot be locked. |
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What if I have a claim? |
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For full details click here for Declared Value
For full details click here for Extended Warranty |
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Can I receive an email as to whether
there are any known problems with my shipment?
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Yes with any of the Premium Service options.
This information is confined to that legally able to be
provided by a Regulated Agent). It will be sent to the Email
address provided.
For full details click here for Premium Services
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Can I receive advice whether my
package has entered into the Country I am sending it
too? |
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Yes, with Express Courier, this information
is generally available:
For full details click here for Express Courier
With Premium Services this information is available at
the expiration of the advised time frame.
For full details click here for Premium Services
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What if I lose my paperwork?
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It is your responsibility under all circumstances
to retain details of your shipment. Assistance for lost
paperwork is available to Express Courier and Premium Service
clients.
For full details click here for Express Courier
For full details click here for Premium Services
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Can the service level change?
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Yes, if the amount paid for has been exceeded,
or it is felt the service requested may not allow compliance
with regulatory guidelines. Conversely, items can be upgraded
if spare capacity becomes available which will expedite
delivery.
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