Help & Advice - Frequently Asked Questions

A. Not usually available. You can specify a package ready time although this depends on your area. Your package will be collected between this time and 5.30pm. At least a 2 hour window between the ready time and 5:30pm should be given.

A. We can arrange great import rates. Please visit interparcel.com.au/quote for a quick quote.

A. We can collect boxes, letters and Satchel bags. Please note that Interparcel cannot arrange collection of crates, pallets or any other item that is not packaged as above.

A. Collections are up until 5.30pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the nominated carrier.

A. The carriers do not have a Guarantee service offering for collections however should they apply any service guarantee's in the future we will no doubt pass these on.

A. Interparcel are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

A. If your consignment was sent on a guaranteed service Internationally then you will receive a full refund should the delivery exceed the guaranteed time.Please note that customs and clearance delays are not included in the guarantee as these are usually beyond the carriers control.

A. Furniture is classified as movable objects which may support the human body (seating furniture and beds), provide storage, or hold objects on horizontal surfaces above the ground.

A. Dishwasher, clothes dryer, freezer, refrigerator, cooker, also known as range, stove, oven, cooking plate, or cook top, water heater, washing machine, trash compactor, microwave, Air Conditioner.

A. All services have an inclusive cover of $100 for loss & damage Additional transit cover can be added at 2% of the value of goods up to $2000.

A. International guaranteed services are covered to most major business areas. For detailed information on service availability please contact our customer service representatives. No Domestic Guarantees are available

A. Interparcel prefers senders to make bookings for a smooth bookings process. If you are the receiver, you can still make the booking but it is your responsibility to ensure the following: * You must forward the Shipping-label (This will be emailed shortly after booking) to the sender of the goods so they can print the label and stick it to the parcel ready for pickup. The driver will refuse to pickup the goods otherwise. * 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 Interparcel re booking.

A. For international packages. Your package/s will be subject to local customs control. Charges may arise depending on the commodity/Value and destination country. Charges such as duty and tax may be applicable. If any additional charges are applicable these will need to be paid by the receiver who will be contacted directly from the destination country. Interparcel cannot provide any detailed information on customs queries. Please visit the destination country customs or border security web pages for further information.

A. The simple answer is to be as descriptive as possible. Never record descriptions as 'gift' or 'goods' as this will delay the item in export control or destination customs whilst authorities classify exactly what the item is. You must enter every item individually and be as descriptive as possible to avoid delay.

A. The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. If an item is not replaceable then it should not be sent. Please note personal effects cannot be sent. For export packages a true value of the good is requirement so that calculation of duties and taxes against the commodity can be assessed.

A. 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.

A. If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging. If the packaging is not kept this could invalidate your claim.

A. All services come with an inclusive transit cover of $100. Additional transit cover can be added at 2% of the declared value up to $2000 in consignment value.

A. 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

A. Only the person that placed the order can start a claim and only the person who placed the order will be paid if approved.

A. 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.

A. The industry standard to resolve a claim is 8-12 weeks. Interparcel aim to conclude any claim received within 28 working days.

A. 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.

A. 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.

A. Please send all the relevant information to: customerservices@interparcel.com.au

A. We run a central integrated booking systems which will display the only rate which we are able to offer.In order to keep our prices low we have invested in providing a quick and easy booking method on www.interparcel.com.au Unfortunately for conformity and price accuracy we can not accept phone bookings.

A. We currently accept the following payment methods:

Visa, MasterCard, American Express & Diners Club and PayPal.

A. Not normally. If you are a limited company and send more than 50 packages a week, we may be able to offer you an account subject to status. Please customerservice@interparcel.com.au

A. 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 customs documentation for export packages. For this, you will need a good quality B&W or colour printer.

A. Web members gain a 5% discount off all services provided they are logged in before the order is placed.

A. Please e-mail Customer Service with the required changes and we will confirm if we are able to amend the booking or whether you will need to re book. customerservice@interparcel.com.au at $10 fee is applicable on all changes.

A. Additional transit cover can be added in set increments and is charged at 2% of the declared value.

A. Cover can be added up to the maximum value of $2000. This can be added during the booking process. It is charged accordingly. $250 Cover = $5 $500 Cover = $10 $1000Cover = $20 $1500 Cover =$30 $2000 Cover = $40 Damage cover Can't be added to any item listed in the Prohibited or Restricted items list.

A. We operate an online parcel delivery broker service. Every item must be boxed (Satchel bag / envelope depending on size) to travel by the nominated carriers network.

A. You must securely attach the documentation that will be made available for download and emailed to you after you have made your booking. You must place the bar coded label on the package and also address the package as a secondary measure.

A. We can only accept items that are professionally packed and within a box 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. Please Click Here to visit our Packaging Advice section.

A. You need to know this information to use our service. If these details are wrong, you will incur additional charges along with a administration fee.