FAQ
| Q. | Do you have a booking cut-off time? |
| A. | Road freight bookings organised by 11.59pm EDST weekdays can be picked up on the next working day for capital cities and major regional centres. Contact us by email to confirm pick-up date/times if you are outside these areas. Express Freight bookings organised by 11am EDST can be picked up same day in capital cities. |
| Q. | Do you charge by deadweight or cubic volume? |
| A. | We charge by whichever is the greater for that particular consignment. Our price quoted to you will include any cubic charging if necessary. |
| Q. | Can I use your services if I am the receiver of freight? |
| 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:
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| Q. | Can you deliver to Post Office boxes? |
| A. | No. Only Australia Post can deliver to PO Boxes. |
| Q. | Are your prices inclusive of GST & Fuel Levies? |
| A. | Yes. Unless stated otherwise. |
| Q. | Can you pickup from Gray's Online branches. |
| A. | No. |
| Q. | Can I cancel a booking? |
| A. | Bookings may be altered or cancelled no later than 10am on the date of pick-up by notifying us through the Customer Service link on our homepage and providing your Consignment Number. Note: bookings cancelled after this time may incur a cancellation fee. |
| Q. | Do you charge a merchant fee or surcharge for credit card payments? |
| A. | No. |
| Q. | Do I have to spend a certain amount each week or month to use your services? |
| A. | No. We do not have any volume or expenditure requirements for you to meet. Use us whenever you have a need. |
| Q. | How do I pay for your services? |
| A. | Payment is pre-paid online by credit/debit card (Visa, Mastercard, Bankcard, Amex, Diners) or Paypal. |
| Q. | What happens if no-one is at my specified point of pick-up when you come to pick-up the goods? |
| A. | You must ensure someone is available to consign the goods on the nominated day and time of pick-up from the pickup address. We will charge you an additional $30 "Futile Booking Fee" if we cannot collect the goods at the specified time and location. If this is a concern, you may consider taking the goods to your place of work and we can pickup from there. If you choose this option, ensure you nominate the correct address and time window when booking on our site. |
| Q. | Please explain the "Receipted Delivery" service. |
| A. | This means we will ask the receiver to sign for the goods as delivered. If no-one is available to receive the goods, the driver will leave a card at the delivery address, asking them to call the local transport depot to organise a re-delivery (or pickup from the depot if they prefer). This service includes one delivery attempt and one re-delivery attempt. If we need to re-deliver more than once (or deliver to a different address than stipulated by you), further charges may apply to you. Transit insurance is not included in this service. |
| Q. | Can you transport items that have had gas or fuel in them (heaters, engines, etc)? |
| A. | No. |
| Q. | Do you offer a pick-up and delivery service? |
| A. |
Yes. The service is "Door to Door". Our competitive quote means you don't have to leave your premises to drop off the goods at a bus depot or post office; saving you down-time from work or your family life. There are some exceptions: e.g. for 'remote areas' of Australia, farms and some locations outside of regional towns that are not serviced by transport companies. If you are uncertain, email us and we can confirm for you. |
| Q. | How do you compare in price with other transport providers? |
| A. | We are very competitive with all the major carriers, including Bus Freight and Aust Post for consignments over 7kgs. Plus, our service is "Door to Door". |
| Q. | Do you organise packaging or despatch of goods? |
| A. |
We do not package goods. Product sent via Smart Send must be packaged correctly by the sender and each item correctly addressed, with our consignment-label/s (provided via email upon booking) firmly stuck to the goods ready for the pick up driver to collect. Pick Up drivers may refuse incorrectly packaged or addressed goods (if this occurs, we will charge an additional "$30 Futile Booking Fee" to re-collect your goods). Unlike most freight carriers, no consignment-note is needed with Smart Send. A senders copy of the consignment will be supplied (via email as above) as part of the consignment-label (address label). |
| Q. | Do you carry items over 1 metre in length? |
| A. | Yes. We can carry items up to a maximum of 4 metres in length. |
| Q. | Do you provide a COD service? |
| A. | No. |
| Q. | Who will transport my goods? |
| A. | Smart Send utilises a number of carriers with 'Allied Express' being our preferred carrier. Allied Express is one of Australia’s most respected privately-run freight carriers and is only one of a handful of "Quality Assured" companies within the transport industry. |
| Q. | Do I have to package my goods for transport? |
| A. | All goods must be packaged into a carton or crate for transportation. Goods on skids/pallets must still be packaged into a carton or crate and strapped to a skid or pallet (pallets will not be exchanged). Failure to package your goods as required will result in drivers/depot staff refusing your consignment and a "Futile Booking Fee" of $30 will be charged to you. |
| Q. | What goods won't you transport? |
| A. |
We will definitely not carry the following:
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We also reserve the right to decline transport of any consignment if we so choose. Please read our Terms and Conditions for full details.
