Terms of Use

The following document outlines the terms of use of the Interparcel website and services. Before using any of the Interparcel services, you are required to read, understand, and agree to these terms.
DEFINITIONS
Listed below the following terms that will be found in these terms of carriage:

Consignment A parcel or group of parcels sent through this service to each individual address.
Consignee/Receiver The person who is receiving the consignment.
AWB/Air Waybill The documentation placed on the parcel.
Third Party - The carrier with whom the order is placed utilising the account that Interparcel Pty Ltd has with the major carriers.
Working Day - Monday to Friday from 9am to 5.00pm within Australia, excluding public holidays. NB Please check with individual overseas countries to establish their working hours.
Admin Rate - $10.00 + GST
OBLIGATION TO THE CUSTOMER
Interparcel Pty Ltd will arrange delivery of the consignment/s through a third party service with a reputable carrier as chosen at the time of ordering.

Interparcel Pty Ltd can only accept orders online from Australian residents with Australian registered credit cards.

It is the customers responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted and the return completes the agreed contract.

Interparcel Pty Ltd do not come into direct contact with the consignment/s but arrange for the collection through one of the major carriers that we hold an account. Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering.

Export services can be collected from a Residential address or Business.

The carrier / Interparcel Pty Ltd have the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition Interparcel Pty Ltd has the right to refuse any order/user from our system.

All queries/claims must be directed through Interparcel Pty Ltd who will then contact the relevant carrier on the sender's behalf. If the carrier is contacted directly, Interparcel Pty Ltd may not be able to assist you with your query at a later date.

All International services offer signed for delivery, however Please note that certain areas of the USA are classed as 'Driver release areas' this means that the carrier deems this a 'safe' area and parcels can be left at the door without a signature. No claim can be made for such deliveries. Please check before sending.

This automated ordering system books the collection as requested by the customer. If this collection fails you must contact Interparcel Pty Ltd where an alternative collection will be booked as soon as possible.

The automated system books and charges for the delivery. If the consignment/s has to be returned then a return charge will be applied.

Interparcel Pty Ltd can only deliver to a full street address.
We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given.

Interparcel Pty Ltd requires a telephone number for the receiver who may be called in the event of an address query. Please note for any overseas address a local number is needed, the carrier will not call an Australian number. Interparcel Pty Ltd will not re ship any returned item if a telephone number has not been provided and the carrier could not call to arrange delivery.

All prices quoted on this web site are in AUD $.

Payment is taken by our automated system at the end of your order once the service has been booked with our carrier.

Interparcel Pty Ltd reserve the right to refuse any order and will process payment security checks on certain transactions and values.

This service can be canceled and a full refund will be given up until the time the consignment is collected.

The order and any cancellation of order will be confirmed in writing. If this is not received, please contact our offices where the transaction will be checked.

Tracking is available through our Web site or by calling our Customer Service department. It is the customer's responsibility to track all shipments. Hard copy Proof of Delivery will be charged at $10.00 per item. Please note the Proof of delivery is only kept for up to three months after delivery.
PROHIBITED AND RESTRICTED ITEMS
Please check that we are able to carry your contents before placing your order. Items that are strictly Prohibited are listed as such and CANNOT be sent through our services.

Restricted Items can be sent but will travel without any inclusive or additional damage / loss cover and are therefore sent at the owner's risk. No claim can be made under any circumstances.

Please see the Prohibited / Restricted Items. Prohibited / Restricted items could be subject to non collection, delay or return. If a Prohibited / Restricted item is collected and then later returned, no refund of carriage will be given and return charges may be applicable.

In the event of damage a Prohibited/Restricted item may be discarded depending on the condition of the parcel. No claim for loss or damage can be made on a Prohibited / Restricted item.

In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item.

Interparcel Pty Ltd operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited / Restricted item the cover is invalidated.

In addition Interparcel Pty Ltd have a check box that must be ticked to state the Prohibited / Restricted items & Terms and Conditions list have been read before an order can be completed.

Please note - Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.

Item/s sent within a Hazardous box will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES.

The Prohibited Items / Restricted Items be read and understood as part of these Terms and Conditions.
COLLECTION AND DELIVERY
The automated system books the collection as per the customer's request. The system will tell you if the time slot is available if not you can select an alternative. Please note this collection time is not guaranteed. In the event that the courier cannot make the collection we will re book within 24 hours as long as the customer is available.

Please ensure you are in at the collection time that you request. A surcharge of $10.00 will be applied if you are not available when the driver attempts collection.

A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will be given as there is no proof of service taking place.

Please note that all services as listed below require a Bar-coded label / AWB to be printed out and attached to the parcel. Manual paperwork must not be used or the carrier will bill you directly instead of on prepaid on our account as paid online. If you use manual paperwork you will be charged a surcharge of $10.00 + GST and the diffrence in the cost on the service the freight has travelled on. If the surcharge is not paid then the order will be cancelled and the carrier must be paid the full premium direct. Using our barcoded labels ensures the freight travels on the service specified.

Domestic:
UPS Midweek, DHL Express, TNT Road Express, TNT Overnight First Class, TNT Overnight 9am, TNT Same Day, AAE Local Signed For, AAE Local Authority to Leave, AAE Overnight Signed For, AAE Overnight Authority to leave, AAE Two Day Economy Signed For, AAE Two Day Economy Authority to leave, AAE Three Day Off Peak Signed For, AAE Three Day Off Peak Authority to leave

International:
UPS Express Saver, DHL Express, DHL Document Express, TNT Express, TNT Economy Express

Shipments to and from remote areas nationally and internationally on all services may be subject to delay. Please check the address with us prior to sending for advised transit times. Some collections in regional area's where UPS/Interparcel Priority/Economy has been selected may be delayed as a third party provider will be contracted for the collection; a lodgement at an Australia Post or depot may be required. A representative from Interparcel will contact you if this is the case.

Deliveries to some regional areas may be subject to collection at a local depot/post Office depending on the carrier selected. Please contact us for further information.

Shipments to and from remote areas nationally sent on a Same Day Service could be subject to on forwarding charges. A representative will contact you should these apply after your booking.

Transit times must be checked for the service ordered.

On some services there will be a surcharge if a re delivery is necessary. Please check the service description prior to sending.

A customs invoice must be completed for ALL countries outside Australia unless using a document only service. You will be guided online to complete this if applicable and a template will be e-mailed to you once the order is placed. Four copies of this must be given to the driver on collection.

You will be able to track the progress of your consignment online from our home page using your assigned Interparcel Pty Ltd tracking number.

Please note we cannot send to any PO Box address unless AAE Australian Air Express are the nominated carrier..

Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.

Please note that any item traveling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines and Prohibited / Restricted Items in addition.
CUSTOMS CLEARANCE
You are pre paying for the transportation charges of your consignment/s only.

Interparcel Pty Ltd Pty Ltd has no control over any customs queries, delays or charges that may arise.

Customs charges must be paid in addition by the sender or receiver before delivery is made. Interparcel Pty Ltd reserve the right to pass these charges directly onto the person who placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.

Documents up to 1kg do not need a commercial invoice to any destination. These should be declared as zero value. If a value is entered Interparcel Pty Ltd cannot be held responsible for any charges that may apply.

Consignment/s that exceed the value of $5,000 may be delayed as they may require further documentation for clearance.
SURCHARGES
By entering the weight and dimensions of your consignment/s you are pre paying for the postage. If the consignment/s are heavier then the additional weight will be charged to the card that the order was placed on together with a surcharge of $10 + GST. Additional charges will be confirmed in writing.

Please ensure you are in at the collection time that you request. A surcharge of $10.00 will be applied if you are out when the driver tries to collect.

Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.

Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.

You are pre paying for the transportation charges. Any Customs charges will be passed on in addition should they arise. Please see the Customs clearance section.

Many services require a shipping label to be printed out and attached to the parcel/s. Manual paperwork must not be used or the carrier will bill you directly instead of prepaid on our account. If the carrier uses manual paperwork you will be charged a surcharge of $10.00 + GST to move the charges back to our account.

Some of our services are subject to a redelivery charge.
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
CLAIMS FOR LOSS OR DAMAGE
The maximum claim value is the transit cover that is chosen at the time of ordering.

All service apart from those marked with ATL (Authority to Leave) include a limited $100 Transit cover against loss or damage. Enhanced cover can be added during the ordering process for all services apart from those marked with ATL (Authority to Leave) up to the maximum consignment value of $2000.

Any enhanced cover that is selected replaces the inclusive cover.

The claim will be paid to the sender only, the details entered at the time of ordering. Please ensure the exact name or company name is entered at the time of booking as we will charge $20.00 if a cheque needs to be re issued.

In the event of a claim a copy invoice will be needed to be provided to prove the value of the consignment/s.

In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided. Photographs of the internal and external packaging as well as the damaged item must be supplied to start a claim.

Claims are assessed by the Packaging advise provided in the help and information section of the site. Which is available to read prior to booking.

In the event of damage repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered.

In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid.

A lost claim can only be processed once the carrier has made extensive searches and deems the goods as lost.

Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss.

Claims can only be re considered up to a period of 12 weeks after dispatch as the carriers only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.

Interparcel Pty Ltd aim to resolve any claim within 28 working days.

Exclusions

A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will not be given as there is no proof of service taking place.

Your consignment/s must be packed to a professional standard, packed within a double walled box with the contents cushioned and protected inside. The packaging must also be sufficient to protect the products weight. Any claim resulting from a parcel that is not packaged to a professional standard and in line with the above will be declined.

In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a consignment that is insufficiently packaged.

No claim can be made for a Prohibited / Restricted item

Prohibited / Restricted Items / Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return / Held for collection by customer. Such goods could also be discarded if A- they are damaged to such an extent such as smashed glass B- If goods have been held for collection by customer and the time limit advised has been exceeded. Please be aware in such a circumstance, the customer will be aware that collection of said goods must be arranged by a certain date or the goods may incur storage charges, and finally discarded at a cost payable by the sender. No claim for loss or damage can be made on a Prohibited / Restricted Items /Items not boxed or sufficiently packed are excluded from our services and if sent are sent at the owners risk.

No claim can be made for a Hazardous / Dangerous shipment.

Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.

Please see the Prohibited / Restricted Items section in Help and information

No claim can be made for an item delivered without signature to a 'Driver Release area' (See Definitions)

The maximum claim value on each consignment is $100 unless enhanced transit cover is taken at the time of ordering.

Interparcel Pty Ltd operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited / Restricted item the cover is invalidated. Requests for transit cover refunds on Prohibited / Restricted can be made via email and must be received no later than 7 days from the order date.

Please note that any item traveling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines and Prohibited / Restricted items in addition.

If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.

Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.

If the item is moved / repaired or if the packaging is not kept until the claim is completed, then the claim will be voided.

The damaged item together with all packaging must be kept until the claim is concluded as more photographs or inspection of the item may be necessary. If the damage item and or packaging is not kept the claim will be invalid.

Please be aware that you must sign for goods as "damaged" if this is the case. If you sign for goods in good condition, you will not be able to proceed with a claim. If you are unable to check when the driver is there, please sign for goods as "unchecked".

No claim can be made for an item that has been requested to be returned but then delivered to the receiver. We cannot guarantee to stop any item once in transit, although will try and do so if requested.

Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss.

Claims can only be re considered up to a period of 12 weeks after dispatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.
LIABILITY
Guaranteed transit times are not offered. No services includes a Guarantee and transit time quoted are issued as a guide only.

The person placing the order is responsible for the information entered. Interparcel Pty Ltd will not be held responsible for wrong information that is entered and any delay this may cause No refunds will be given in this instance.

On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details.
It is the customer's responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves.

The sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item or an item that is insufficiently packaged.

You are pre-paying for the freight charges and Interparcel Pty Ltd applies these charges on your behalf to its account with the relevant carrier. Interparcel Pty Ltd are not liable for any customs charges which may arise.

Liability is limited to the negligence of the company carrying the goods. Such liability is further limited to the direct loss suffered by the customer who placed the order with Interparcel Pty Ltd only, to the covered maximum, not the receiver of the goods.

Interparcel Pty Ltd will accept no Liability for any Prohibited / Restricted Items that is sent through our services and subsequently damaged or lost. No claim can be made for a Prohibited / Restricted item as they are either excluded from our services or as in both cases sent at the sender's risk. A customer ticks to state they have read the Prohibited / Restricted items and the Terms and Conditions at the time of ordering.

Loss or damage under the following conditions will not be covered:
Acts of God
Consequences of war
Insufficient packaging / Incorrect labeling
Prohibited / Restricted Items - listed in our Help and information section
Interparcel Pty Ltd will deal with the person who placed the order only.

Liability is also limited to the cost of sending the item only and to the covered value of the consignment if a claim is raised. We will not be liable for any claim for loss of profit, use, breach of contract, loss of revenue, administrative inconvenience, disappointment, or indirect, incidental, financial or consequential loss or damage arising out of, or in relation to, the service you ordered.

Total liability to you in all respects, and for any type of loss, cost or damage howsoever arising will be limited to $100 per consignment unless you have purchased additional transit cover through us, where the limit of liability will be the cover purchased at the time of ordering. Interparcel Pty Ltd is not a common carrier and accepts no liability as such.

Nothing in this Agreement shall be deemed to limit or exclude Interparcel Pty Ltd's liability for fraud or for death or personal injury caused by Interparcel's negligence or to the extent otherwise not permitted by law.

You will indemnify Interparcel Pty Ltd in respect of all claim demands, damages, liabilities, costs or expenses incurred by Interparcel Pty Ltd or Interparcel's employees, agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of Interparcel Pty Ltd providing services, which are in excess of the liability of Interparcel Pty Ltd under this agreement.

Any claim must be brought to us within 10 days of receipt in the case of damage, and in 28 days in the case of loss.
SEVERABILITY
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
GOVERNING LAW
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with the local Law, and the Australian Courts shall have jurisdiction over any disputes between us.
STATUTORY RIGHTS
These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected.

The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.
COMPLAINTS
We aim to provide outstanding customer service.

If you have any complaint about the service you have received from us, please contact us via email at complaints@interparcel.com.au.

Please allow 7 working days for a response to any written correspondence.