1. General Principles

Freight articles of every kind, especially parcels/satchels, must be prepared and made up to:

• Prevent injury to any person handling the freight

• Prevent the contents escaping and causing damage to other freight articles

• Prevent damage to equipment and vehicles, during carriage

• Prevent the contents from loss or damage arising from handling stresses and pressure to which the freight is unavoidably subject to during freight carriage

• Protect the contents from the effects of climate, extreme temperatures

• Comply with our Freight Profile Specifications (below)

Freight Profile Specifications below highlights PREFERRED, ACCEPTABLE and UNACCEPTABLE freight to be carried via our network. If your freight falls outside of these specifications, additional charges may apply

2. Timetable

The effectiveness of the CouriersPlease distribution network depends on the speed of the pick-up and delivery to all customers. It is essential that the goods are packaged and addressed at the time of making the booking, so that the courier contractor can make the pick up without delay.

For the convenience of all customers, we try to run as closely as possible to our schedule. In order for us to meet these time guidelines, we regret we cannot always wait for goods that are not ready at the point of the pick up, and we cannot always deliver to premises that require a set “book-in” time.

3. Before Booking

We recommend strong, secure packaging for all goods, and that 'at-risk' items be insured before dispatch

Please ensure all items, including multiple consignments, are clearly addressed, including name, address, floor number, contact name and phone number at the intended destination. Multiple consignments should be marked 1 of 3, 2 of 3 etc.

4. Prepaid Coupons

CouriersPlease operates on a PREPAID coupon and barcode system. For your convenience coupons are available in books of various sizes, commencing with a 5 coupon book. To check how many coupons you need for any destination in Australia please refer to our coupon calculator on our homepage.

Coupons provide security for your freight as they allow us to track your freight through the CouriersPlease system. Each coupon is numbered to identify freight and enable tracing of items to the point of delivery. Customers have the option of either attaching a tracking portion to their documentation or recording details on the non-detachable stub which is retained in the coupon book.

Each prepaid coupon will allow you to have a single consignment of up to 25kg “dead weight” or 0.10 cubic metre [.464m(H) x .464m(W) x .464m(D)] picked up and delivered anywhere within the metropolitan areas, in accordance with our delivery schedule.

4.1. Additional Coupons

It is the sender’s responsibility to ensure there are sufficient coupons on all freight.

There are times when goods (parcels) require an additional charge and examples of this are as follows:

Consignments delivered to some Outer Metro, Regional, Country and Interstate areas

Items must not exceed the 25kg limit dead weight or 40kg cubic weight 

A parcel more than 25kg in cubic weight or an item exceeding .464m(H) x .464m(W) x .464m(D) requires two metro coupons

4.2. Signature Coupons

Signature (SIG) coupons are available with all contractors, and, upon request, the pickup contractor would 'link' a SIG coupon to the Metro coupon. This indicates to the delivery driver that the freight requires a signature upon delivery. This overrides the default Authority to Leave delivery method for all coupon freight. This service is offered free of charge to our customers.

5. Cubic Capacity

To work out the cubic capacity of a parcel, multiply the length by the width by the height. This gives the volume of the parcel. Multiply this by 250kg to get the cubic capacity. For ease of use please check out our Coupon Calculator.

Multiple items to the same destination may require more than one coupon (In these cases, the total consignment weight and cubic capacity is taken into consideration.)

Outer Metro, Regional, Country and Interstate (may require the use of additional EzyLink coupons in conjunction with a regular metro coupon.

6. Dead Weight

Occupational Health and Safety legislation restricts the maximum weight of an individual item of freight to 25kg. Individual items in excess of 25kg dead weight cannot be carried.

7. Payments for Coupons

You can pay for your CouriersPlease coupons at the time of issue by credit card or electronic funds transfer to our nominated bank account.

Simply quote your invoice number as the lodgement reference number and email your EFT confirmation.

8. When the Receiver has Coupons

CouriersPlease refers to these types of bookings as 'Receiver Pay' Bookings. Please ensure all goods are packed and ready for immediate collection before booking the pick-up. Then simply check the cut off time in the area you need the goods collected from. Please note that it may differ from your area. If you are unsure, please check the transit cut off times located on our website. Upon making the pickup, your courier will affix an “R.P” coupon to the consignment. Please ensure the sender asks for this number so that in the event of a query, the goods can be tracked easily and quickly. At the time of the delivery, you simply pay your courier with the appropriate coupons to cover the delivery.

9. Conditions of Cartage

CouriersPlease carries all goods at the customer’s risk and subject to the Terms & Conditions of Cartage. CouriersPlease recommends that you insure your goods for peace of mind. Please see the 'Insuring Your Goods' section for more information. You will find the Terms & Conditions of Cartage clearly printed on the front of our invoices and on the cover of the prepaid coupons.

Please ensure that you familiarise yourself with these Terms and Conditions of Carriage before sending any goods. If you have any questions, CouriersPlease Customer Service Operators will be more than happy to help.

10. Goods We Cannot Carry

The CouriersPlease system is a parcel distribution network. The courier picks up parcels from many customers in their area at the same time, then later sorts and distributes them for delivery. To protect all consignments, incompatible freight, which by its very nature may damage other freight, cannot be carried. Likewise, any freight which may pose a danger of injury to the courier or a member of staff (because it has sharp or jagged edges, is not adequately packaged, or cannot be handled safely) should not be sent including packages that weigh over 25kg in dead weight. It may not be accepted by the courier for pick up or may not be able to be delivered within the normal system.

11. Dangerous Goods

CouriersPlease is unable to ship goods containing Lithium Batteries of any description via air anywhere within Australia. Such goods include but are not limited to laptops, mobile phones, power tools, toys, cameras and watches. Check our Dangerous Goods policy for more information.

12. Deliveries

Just as CouriersPlease uses prepaid coupons to track your goods, other companies also use various forms and paperwork.

Some may be happy with a copy of the invoice; others will require an official consignment note or handwritten note. However, all transport companies require some form of covering documentation. Please check with the relevant transport company as to what documentation they need.

It is the customer’s responsibility to ensure all necessary consignment notes and other documentation, are completed and attached to the consignment before booking the pick-up. Failure to do so may delay the delivery of your goods.

CouriersPlease Network Couriers are unable to complete consignment notes on behalf of customers.

13. Deliveries of Alcohol

CouriersPlease complies, in full, with the Retail Drinks code.

The Code is a voluntary, industry-wide framework, authored and administered by Retail Drinks, for the purposes of governing online alcohol sales and deliveries in Australia. The code can be found here.

It is the responsibility of all customers choosing to utilise CouriersPlease services that they understand and abide by the code.

Included in the code, are some specific areas of compliance which are important to highlight as follows:

13.1: Unattended Delivery

Same-day or Express unattended alcohol deliveries are not permitted under any circumstances.

Non-same day unattended alcohol deliveries are permitted. However, Retailers providing Non-same day unattended deliveries are required to request specific unattended delivery instructions from a Customer at time of purchase, and these instructions must be passed on to Delivery Agents.

Instructions may include specific details as to where the delivery should be left in order to minimise against possible risks such as theft.

13.2: Attended Delivery

Non-same day attended deliveries are permitted, provided that:

the purchaser or another adult[1] (over the age of 18 and not intoxicated) is present in order to receive the delivery; and

Identification procedures as set out in clause 4.1.3 are complied with.

13.3: Identification Procedures

Retailers must adopt adequate procedures which verify that Customers are aged over 18 and consisting of more than manual date of birth entry. For the purposes of this clause, the extent and manner of the adequate procedures can be determined by the Retailer acting either alone or in conjunction with their delivery partner to verify a Customer’s age at some point during the supply chain from point of purchase through to delivery completion.

Any person accepting the delivery of alcohol, either the Customer or another adult, is required to provide sufficient identification documents upon accepting a delivery if they appear to look under the age of 25.

Acceptable forms of identification in this instance include:

•  Australian or Foreign[2] Passport;

• Australia Post Keypass in Digital iD™ in relevant approved jurisdictions[3];

• Australia Post physical Keypass proof of age card[4];

• Australian Proof of Age document;

• Drivers Licence or permit issued by an Australian State or Territory;

• Digital Drivers Licence[5] or Digital Proof of Age Card[6]

Drivers Licence issued by a foreign country[7]; and

Photo Card issued by a public authority of the Commonwealth or of another State or Territory for the purpose of attesting to a person's identity and age.[8]”