Freight Related Surcharges

Accurate quoting and booking rely on entering the correct weight, dimensions, packaging type, and address. Below are some surcharges to consider:

• Misdeclaration Surcharge: This surcharge applies when the declared weight, dimensions, or other shipment details are inaccurate. Couriers rely on accurate information to calculate shipping costs, and discrepancies may result in additional fees. The final fee, based on our team’s review of the parcel’s actual dimensions and weight, will be issued after the surcharge assessment is complete.
• A Return to Sender fee (RTS) applies when an item is returned to the sender, either at the sender’s request, in which case the relevant freight charges will be confirmed by our Customer Service team, and your request will be processed once the surcharge has been paid. In the event that a shipment is returned to the sender due to a delivery issue, such as incorrect details or refusal by the recipient, a surcharge will be issued to you. If the sender refuses or cannot accept the return, the fee still applies.
• Redelivery: A fee equal to 50% of the original freight charges (plus GST) applies if a delivery attempt is unsuccessful and needs to be reattempted.
• Futile fee: A fee of $10+GST is charged for failed collections.

How to avoid these surcharges:

• Accurately measure and weigh each parcel or pallet (length, width, height, and weight).
• Double-check shipping details before confirming the order.
• Actively track your shipment throughout its journey. Staying informed with tracking updates helps you anticipate delivery, address any issues promptly, and avoid potential surcharges.

Address Error or Address Update/Change Surcharges

This charge is applied when details such as the suburb, postcode, or state are incorrect. These errors can lead to delivery delays or the need for rerouting, which incurs extra costs.

• Redirection/Address Correction Fee: A fee equal to 50% of the original freight charges (plus GST) applies in the event that we are provided incorrect or incomplete address details, or when a redirection is requested by the sender.

Change or correction of address requests may require a new label. The exact amount will be confirmed once we are provided with the updated details. Our Customer Service team will only submit this request once payment has been processed.

How to avoid this surcharge:

• Double-check the suburb, postcode, and state match before booking.
• Ensure you have the correct address details including name and phone number prior to booking.

Important Notes

• The surcharges listed above are correct at the time of publication but are subject to change.
• Additional charges not listed here may also apply.