Parcel Services

PACK & SEND provides estimates on how many business days it will take from when your parcel is picked up, or it is dropped off at a PACK & SEND Service Centre to when it will be delivered. Delivery times can be affected by external factors such as weather and customs clearance and cannot be guaranteed

If you have parcel/s that require a same day, overnight or guaranteed delivery time service, phone 1300 668 000 and speak to an expert at one of our Service Centres.

Customs Authorities require to know the reason you are sending goods into their respective countries and the tax status.

Reason for Export:You are required to provide the reason why you are sending the goods (eg. a product return, birthday gift, internet sale or purchase etc.) Choose the most relevant reason from the list.

Tax Status: You are required to provide the tax status of the sender (eg. you are sending the goods as a private individual, or you are sending the goods on behalf of a tax registered company). Choose the most relevant tax status from the list. If you are sending on behalf of a tax registered company, please enter the tax number for company in the field provided.

Prohibited Online Goods are items classified by PACK & SEND as being incompatible for transport through our automated Online Self-Service system.

Prohibited Online Goods may only be sent through the personalised services of a PACK & SEND Retail Service Centre. If you have such goods, phone 1300 668 000 and speak to an expert at one of our Service Centres, as there are no limits to how we can help you.

Please ensure that your goods are not Prohibited Online Goods before you book your automated Online Self-Service order as surcharges do apply under our Terms & Conditions if we collect such goods. You will also be inconvenienced as result of us either holding such goods for you to collect or you paying to have the Goods returned.

Prohibited Online Goods that cannot be sent through the automated Online Self-Service are:

1. Unpackaged Goods.
2. Goods that are not packed safely and carefully to a standard as published on our website with the outer packaging and internal cushioning sufficient to protect the goods for shock, vibration, compression and short drops during the handling and sortation process, transport and storage.
3. Any consignment that has a value in excess of $3,000.
4. Any single parcel that has an actual weight in excess of 30kg.
5. Any single parcel that has a cubic volume in excess of 1.0 cubic metres (m3 = length x width x height), or has the longest side measuring in excess of cm.
6. Any of the following goods (regardless of how it may be packed by the customer).
   • Antiques
   • Any items being consigned for delivery to a PO Box or Locked Bag
   • Any items that require collection from Grays Online, Pickles or other auction houses
   • Any ‘click and collect’ items purchased from retailers
   • Any 'Lost & found' items from airlines or airports
   • Artwork, prints, canvas art, paintings, picture frames
   • Ashes or human specimens
   • Automotive panels
   • Bloodstock, livestock or animals
   • Cash, coins, bullion, bonds, banknotes, deeds, bills of exchange, credit cards, gift cards, other documents representing money, negotiable items.
   • Chilled or frozen meat, seafood or foodstuffs
   • Crockery / Ceramics / Vases / Porcelain
   • Dangerous Goods (e.g. aerosol cans, flammable items, toxic gases, explosives etc)
   • Firearms and parts thereof, ammunition, replica weapons, knives, swords and other weapons
   • Furniture - fully assembled furniture or unpacked furniture and bedding
   • Glass or goods containing glass
   • Household goods removals within Australia
   • Household goods containing flammable liquids eg. Hand sanitiser, antiseptic wipes
   • Inks/Toner cartridges
   • Jewellery, gold or silver articles and precious stones or items containing gold, silver or precious stones
   • Laptops / Computers / Monitors / Printers
   • Lithium or Metal Batteries or products containing these batteries (including mobile phones and laptops)
   • Liquids
   • Living or dead plants, trees, seeds and flowers
   • Marble, quartz, Caesar stone and other stone or imitation stone products
   • Mobile Phones
   • Motors / motorised vehicles / motor scooters
   • Oil or goods containing oil (e.g. motorbikes, gearboxes)
   • Palletised goods (or items needing pallet jacks / fork lifts)
   • Passports
   • Perfume
   • Personal effects being shipped internationally eg clothes, personal belongings
   • Picture Frames
   • Scientific Equipment
   • Sculptures
   • Televisions / monitors / tablets
   • Unaccompanied excess baggage or personal effects for international delivery
   • White goods (e.g. clothes dryer, microwave, freezer, fridge, oven, cooking plate, water heater, air conditioner).
   • Wine/spirits and beer

Customs Authorities require to know the reason you are sending goods into their respective countries and the tax status.

Reason for Export: You are required to provide the reason why you are sending the goods (eg. a product return, birthday gift, internet sale or purchase etc.) Choose the most relevant reason from the list.

Tax Status: You are required to provide the tax status of the sender (eg. you are sending the goods as a private individual, or you are sending the goods on behalf of a tax registered company). Choose the most relevant tax status from the list. If you are sending on behalf of a tax registered company, please enter the tax number for company in the field provided.

Customs Authorities require to know exactly what is coming in and what is going out of their respective countries. Please ensure you list all of the items contained in each package.

Here is an example to assist: If you are sending a box that contains 5 books, 10 DVD and 1 pair of shoes, you would enter this as follows:

Item 1 - Description: Books, Value (each) $AUD: 10.00, Qty: 5
Item 2 - Description: DVDÕs, Value (each) $AUD: 20.00, Qty: 10.
Item 3 - Description: Shoes, Value (each) $AUD: 80.00, Qty 1

Personal Effects do not include items you have purchased over the internet. Personal Effects are used personal property (e.g. clothes, shoes, personal jewellery, books and recreational items such as musical instruments, bicycles etc) and used privately owned household goods (e.g. furniture, carpets, crockery, cutlery, appliances, garden tools etc) being transported to a country by a returning resident, new resident or tourist as excess baggage by sea or air.

Personal Effects for international delivery are classified as being incompatible for transport through our automated Online Self-Service system (Prohibited Online Good). This is because of the potential complexities involved in the personal effects customs clearance process.

If your items are personal effects, please click here to get a competitive quote from one of our Service Centres. If your items are not personal effects, please select another option from the list to continue.

You have selected a Documents Only service which can comprise only of printed materials such as contracts, invoices, catalogues, business cards, posters and other similar items (excluding artworks, pictures or paintings). For any non-printed items, you will need to select the regular Export or Import services.

Freight plus Warranty is an extended service that includes PACK & SEND providing a warranty for physical loss and damage of the goods in transit.

The cost for Freight plus Warranty is 2.5% of the value of the goods. This price is calculated automatically based on the value you have entered for each package.

Please note that Freight plus Warranty does not apply to any items on the Online Self-Service Prohibited Online Goods list or goods that are not packed in accordance with the Online Self-Service Packaging Guidelines & Standards.

The description for the contents of your parcel suggests that it may possibly be a Prohibited Online Good.

Prohibited Online Goods are items that are classified by PACK & SEND as being incompatible for sending through our automated Online Self-Service system.

These goods may only be sent directly through a PACK & SEND Service Centre.

If you have such goods, phone 1300 668 000 and speak to an expert at one of our Service Centres, or alternatively complete our Personalised Quote Request form as there are no limits to how we can help you.

When you select to pickup from an address, PACK & SEND Online Self-Service lets you choose a time window during which
your parcel will be picked up by the courier driver.

If you do not wish to wait until the courier driver collects your booked parcel, then you should instead choose our alternative
'Parcel Drop Off' solution which allows you to choose a convenient PACK & SEND Service Centre where you can drop off
your packed, booked online and correctly labelled parcel at a time that suits you during Service Centre opening hours.

Sending within Australia

You can choose that the delivery driver captures the signature of the receiver when the goods are delivered. This means that someone must be at the destination address to sign for the delivery.

If Signature on Delivery is not selected the booking will be marked as ‘Authority to Leave’ (ATL). This means that your goods will be left at the delivery address without obtaining a signature.

Sending to or from International locations

All international shipments come with 'Signature on Delivery'. This means that the delivery driver captures the signature of the receiver when the goods are delivered. Someone must be at the destination address to sign for the delivery.

To assist with the customs clearance process, it is important that you provide complete and accurate details about all items in your shipment.

When describing each item in your package/s, every item must be listed separately. Remember to be specific, and not combine different items in the same item description.

You should try and include the following details where possible:

• What is it called?
• What is it made of?
• What is it used for or what is its purpose?

Here are some examples of incorrect and correct descriptions:

You can add as many items as you need to by clicking the “Add Another Item” button.

PLEASE NOTE: Brief descriptions are not sufficient and may result in your shipment being delayed or additional duties, taxes and customs charges.