| Q. |
What is the difference between a pallet and a skid?
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| A. |
A pallet is a wooden structure (usually 120cmx120cm square) used to help transport bulky or heavy items. Packaging your goods onto a pallet enables courier companies to use a forklift (lifting machinery) to lift the item easily and move it around a depot or between trucks.
A skid is very similar to a pallet, but usually smaller and sometimes is customised to exactly fit an item. |
| Q. |
I need a price to move my goods?
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| A. |
Smart Send is a self-service online courier solution. Private individuals and businesses can get a transportation cost within seconds and make a booking online in minutes. Everyone pays the same low price (Ebay sellers get a further 10% discount) and there is no need to register, have an account or be a member to use our services.
To get started, just go to the "Quick Quote" section on our homepage www.smartsend.com.au to get a price. Once the booking has been made, you will receive via email your customised consignment-label/s (PDF format) to print and stick to the goods ready for pickup.
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| Q. |
I am the receiver of the goods. Can I still make the booking?
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| A. |
Smart Send prefers senders to make bookings to streamline the entire 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 PDF consignment-label (you will receive a copy via email shortly after booking) to the sender of the goods so they can print the label and stick it to the goods ready for pickup. The driver will refuse to pickup the goods otherwise.
- You must inform the sender of the pickup date and time window nominated by you in the booking. If we attempt pickup from the sender and cannot collect the goods, you will incur an additional $25 Futile Booking Fee which must be paid prior to Smart Send rescheduling another pickup.
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| Q. |
Do you provide Insurance Cover for goods in transit?
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| A. |
Smart Send does not have an insurable interest in our customer’s goods and therefore we do not provide insurance cover during transit. However 'Transport Assurance' is available for loss or damage to goods in transit. This can be added to your booking via the Quick Quote section on our homepage. Certain goods are excluded, please read the Transport Assurance Conditions for further details. |
| Q. |
Do you provide a pickup and delivery service (Door to Door service)?
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| A. |
Our services are door to door. The only exceptions are for locations such as farms or areas outside of regional towns. If you are located in these areas, you can drop off or pickup goods from a local depot or agent.
If you are unsure, contact us on sales@smartsend.com.au and we can inform you how to proceed with the booking. |
| Q. |
Do I have to package my goods?
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| A. |
All goods must be packaged appropriately for transport. Drivers will refuse to pickup your goods otherwise.
For ideas/tips on how to package your item/s, have a look at our Packaging Tips page here or use the Packaging Legend which appears on the “Quick Quote" and "Need a Quote” pages (in the Description of Goods area of these pages). |
| Q. |
Do I need a forklift to load my heavy item onto a truck?
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| A. |
If you are sending an item over 80kgs, you need to ensure a forklift is available at the sending and receiving points. For items over 35kgs to 80kgs, a two man lift is required to help the driver load and unload the item at each end. If a forklift is not available, we can provide a 'Tail-Lift Truck' service for an additional fee (via the Quick Quote section on our homepage).
If one of these options are not a possibility, you will have to drop off the item at a local depot or agent and ask the receiver to pickup from their local depot or agent. Contact us on sales@smartsend.com.au for further details. |
| Q. |
When will my goods arrive?
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| A. |
You can check the estimated delivery timeframe for a delivery by accessing the Transit Time Guide on our homepage. There is also a 'Tracking' feature on our homepage where you can track goods in transit (to most areas across Australia). |
| Q. |
Can I have a more detailed pickup time for my booking?
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| A. |
Our booking form requests a 4 hour time window to effect pickup. This is because every driver’s day is different (depending on the number of pickups and deliveries they have that day).
We require someone to be available at the pickup address for the 4 hour time window as nominated in a booking. If this is not possible, you may consider taking the goods to your workplace (or an alternate address like a neighbour or friend) and we can pickup from there. If you do this, be sure to nominate the correct pickup address in your booking. |
| Q. |
I am not located in a capital city, will my goods still be picked up as per my booking?
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| A. |
Regional pickups (non-metro capital city pickups) are generally picked up on the date nominated by you. Sometimes though, there is a one day delay due to the utilisation of ‘agents’ in regional areas. Depending on their serviceability of a region or restrictions imposed, you can sometimes experience a delay of one day.
We apologise for any inconvenience should this occur. |
