| Q. |
Do you have a booking cut-off time? |
| A. | Bookings made by 11.00am EST weekdays can be picked up by the majority of our carriers on the same date for capital cities and major regional centres. |
| 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:
* 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. |
| Q. |
Can you deliver to Post Office boxes/Mail Bag's/Parcel Lockers? |
| A. | You cannot use Smart Send carriers for these deliveries. However VIP customers (excluding 'No Frills' VIP) can bring their own MyPost Business account to Smart Send and send goods to these delivery points via their MyPost Business account through Smart Send solutions. |
| Q. |
Are your prices inclusive of GST, Fuel/Security Levies and credit card/Paypal surcharges? |
| 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 SUPPORT link on our homepage and providing your Consignment Number (a 5% cancellation fee may apply for cancelled bookings). If cancellation occurs after 10am a Futile Booking Fee may apply. |
| Q. |
Do drivers call on approach to pickup or delivery? |
| A. | No. |
| Q. |
Do I have to spend a certain amount each week or month to use your services? |
| A. | Casual Customers do not have to meet any volume or expenditure requirements. If you are a regular shipper, you can sign up as a VIP via our homepage to receive ongoing discounts. |
| Q. |
How do I pay for your services? |
| A. | Payment is pre-paid online by credit card (Visa, Mastercard, Bankcard, Amex, Diners), Paypal or 'Smart Top-up'. |
| 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 (unless you choose the 'Unattended Pickup' option on our booking form and each of your items is under 25kgs in deadweight). We will charge you an additional $25 "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 the delivery driver 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). Transport Assurance is not included in this service. |
| Q. |
Can you cover my goods against loss/damage in transit? |
| A. | VIP customers shipments are protected for Loss/Damage up to $250 per shipment. VIP's can also protect goods up to $20,000 per shipment at an additional cost. You can find out more on our Transport Assurance Warranty here. |
| 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 post office or other location; 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. |
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 "$25 Futile Booking Fee"). |
| 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. |
Can you deliver to offshore islands in Australia? |
|
A. |
We can only deliver to mainland ports which service the islands via barge services (e.g. Shute Harbour is the mainland port for Hamilton Island and the other islands nearby). The receivers/businesses on the islands will generally have an account with the barge service to arrange delivery to the island from the mainland port. |
| Q. |
Do I have to package my goods for transport? |
| A. | The majority of 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 $25 will be charged to you. Check the Packaging Guide on our homepage for advice on how to package your particular item. |
| Q. |
What goods won't you transport? |
| A. |
We will definitely not carry the following:
Unpackaged goods Used 'White goods' (washing machines, dryers, refrigerators, etc). We will accept these items if they are new and packaged in their original packaging and box. Foodstuffs (requiring refrigeration or unpacked/unsealed) Liquids (unless they are sealed, please query us first) Dangerous Goods (of any class) - e.g. flammable, aerosol cans, hazardous, toxic. We can transport lithium batteries with prior approval. Engines/gearboxes/etc, with oil or fuel still inside Pets, livestock Goods that cannot be packaged into a sturdy box or crate Items over 4 metres in length Items over 1 tonne in deadweight Jewellery, coins, valuable documents Artwork/sculptures/Paintings (if packaged well we may be able to transport these, please contact us first) Ceramic/bathroom vanities/toilet suites Cars/Motorbikes Glass items/mirrors |
We also reserve the right to decline transport of any consignment if we so choose. Please read our Terms and Conditions for full details.
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Please send all testimonials to sales@smartsend.com.au
Bend Brothers
"Smart Send is very helpful with my business with its easy-to-use interface, powerful packing/shipping calculator, near seamless integration with my Shopify store and its high attention to customer service."
Boardrax
"I like to build relationships with the partners I deal with and Smart Send came to the party. Pricing is an important consideration, with their website selecting the best and cheapest prices from a range of courier companies."
Cash Converters
"Overall, the Smart Send experience has been wonderful. We have had the opportunity to send items that we were previously unable to send because it was too large to be sent by our preferred supplier..."
Empowered Auto Parts
"Our customers demand steadfast service delivery and we know that Smart Send is unwavering in their commitment in doing that. Smart Send is a fundamental extension to our business..."
Get Fit
"I partnered with Smart Send because of the high level of support I receive when delivery issues occur. I've used lots of delivery services and Smart Send customer service meets all my needs ..."
Mustardmade
"I started this journey with no understanding of shipping larger goods around Australia so having the Smart Send team and their wealth of knowledge on my side is enormously valuable."
Racecraft
"Smart Send is reasonably priced and very effective at generating shipping calculations on the fly for our customers at checkout. Most orders are seamlessly fulfilled via the Smart Send shipping app..."
Ultimate Sporting Memorabilia
"I stay with Smart Send because of their invaluable Customer Service. I have high value products that need to arrive quickly and on time, when issues arise buyers aren't prepared to wait forever for resolution."
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