Frequently Asked Questions

For complimentary claims: Settlement of claims is capped at $1,000 AUD and calculated on the pre-GST cost of goods. Final settlement for a complimentary claim includes the pre GST cost of goods less the $100 AUD excess.

CouriersPlease offers its customers automatic cover of up to $1,000 AUD per consignment. The first $100 of the claim is not covered.

For one-off bookings, you can send parcels across town, intrastate, interstate or overseas with ease via our online booking tool.

For regular bookings, have a chat with your local Couriers Franchise Partner.

If your parcel hasn’t arrived, track your parcel on our website with your tracking number supplied by the sender. This will show you where your parcel is within our network.

If you’d like additional information or need some help, use our Virtual Assistant, located in the bottom right corner of your screen.

Your day-to-day point of contact is your local CouriersPlease Franchisee who is happy to help with any questions you may have.

Alternatively, you can also contact our customer service team by using our Virtual Assistant located in the bottom right corner of your screen or calling us on 1300 361 000.

Tracking is updated at regular intervals to ensure you stay in control of your delivery from store-to-door.

If the item you are checking does not have an update, you may wish to try again at a later time. 

If you are still experiencing problems with tracking, please use our Virtual Assistant in the bottom right corner of your screen.

Our delivery drivers are not authorised to leave (ATL) any consignments identified as 'Signature Required' (SIG).

Instead, they will attempt to obtain proof of delivery, or if the recipient is unavailable they will leave a 'We missed you' card for the delivery. The only exception to this is if the recipient utilises our Delivery Choices through the approved channels and selects 'ATL.'

We pride ourselves on providing a transparent pricing structure. You won’t find any hidden fees or charges at CouriersPlease.

Prices are based on volume. We have a quick quote calculator tool so you can calculate the price.

If you are a regular sender, please contact us at contact@courierplease.com.au

Your parcel is scanned at each staged of transit so you can follow it every step of the way. 

All you need to do is track your parcel using the tracking number supplied by the sender. 

Your tracking number will contain up to 15 characters (letters and digits), for example, CPWI660000012345.

An ATL (Authority to Leave) is given in the event of the receiver not being home to sign for the consignment. It allows CouriersPlease to leave your package in a safe place without obtaining a signature. Parcel Protect cover does not apply to goods that are instructed with an ATL.

Your parcel will be accepted at any drop-off locations without the need to advise us.

Simply return to the URL where you made your original booking to find another drop-off location.

You won’t need to make a rebooking.

You will need to contact the CP Returns Team via the contact email detailed in your booking confirmation email.

In your email please provide your Return Consignment # (CPWXXXX000000000 – found in your confirmation email) and one of our representatives will assist you in cancelling your booking.

Your returns label can be found in two places:

1. From the final page of your booking – just hit the "Print" button. This will initiate the download of your shipping label.

2. Attached to your Confirmation email

If you can’t find a confirmation email, please check your junk/spam mailbox.

If you do not have the label or a confirmation email, please contact the CP Returns Team for further assistance via the contact email detailed in your booking confirmation email.

If your return has still not been picked up within 1 business day after your selected date, please contact the CP Returns Team for further assistance via the contact email detailed in your booking confirmation email.

The delivery timeframes quoted on our website are estimates only and are calculated from the pickup or despatch date.

Tracking is updated at regular intervals to ensure you stay updated on the progress of your delivery from store-to-door. 

Please note: Items being delivered from an overseas location may require a customs inspection, which can take additional time.

We have a number of easy options to get your parcel to you:

• Redeliver to the original address -If your order has been returned to our depot, we'll happily re-deliver your parcel to the original address free of charge. You can do this on the Redelivery Request page.

• Redirect to a new address - Your parcel to be delivered to a new address for $12.50*. You can do this on the Redelivery Request page.

• Depot pick up - You are able to pick up your parcel directly from the depot. Just make sure to contact us before you arrive to make sure your parcel's there. We also have an extensive range of pickup and drop off locations through our delivery partner.

We understand that it must be frustrating to experience loss or damage of freight. We would like to make the process of claiming compensation on your good as simply and painless as possible. 

Click here for information on how to make a claim for damaged or lost freight, including what information is required and how to start the process or start your online claim here.

Yes. We’re unable to accept items defined as dangerous goods for domestic services or prohibited goods for international shipments. 

Please visit our Virtual Assistant if you are unsure about the contents of your shipment or want to review customised distribution needs. The National Transport Commission's Dangerous Goods Code provides a detailed reference to Australia's transport code for dangerous goods.

You can reschedule your Returns pickup booking by emailing our CP Returns Team via the contact email detailed in your booking confirmation email.

In your email please provide your Return Consignment #CPWXXXX000000000 – found in your confirmation email) and one of our Representatives will assist you in rescheduling your pickup booking.

Please check your junk/spam mailbox.

Your return booking is still valid without a confirmation email by downloading a returns label from the Booking Summary page by clicking the "Print" button.

If you do not have the label or a confirmation email, please contact the your retailer or the CP Returns Team at cpReturns@couriersplease.com.au.

Please contact the CP Returns Team via the contact email detailed in your booking confirmation email to cancel your booking, then you can rebook with the correct drop off or pick up method.

Yes, you can. Simply enter up to 10 consignment (tracking ID) numbers in our tracking tool, separated by a comma. If you have multiple items in your shipment all items will be displayed at the time you enter your tracking ID.

Please contact your retailer to issue yuo a new redeem code. CouriersPlease cannot issue new or additional redeem codes.

We know how important it is that your parcel arrives undamaged. Packaging items carefully gets them safely from A to B.

Choose a good quality box. A double-walled box is advisable, especially for deliveries that contain fragile items. 

Choose the right-sized box. Boxes that are too small risk getting lost. Boxes that are too large may collapse if another parcel is placed on top during delivery.

Protect your items. There are now lots of sustainable alternatives you can choose to protect your precious cargo such as biodegradable air peanuts, mushroom packaging, cornstarch products and of course - paper and cardboard!

Wrap each item individually. When sending multiple items within one box it’s recommended that each item be wrapped individually. This offers better protection for your items and reduces movement.

Seal the parcel with packing tape. Seal all open edges of the parcel with wide parcel tape on both the top and bottom of your package to ensure it doesn’t open during transit.

Label clearly. When labelling your parcel, use clear, accurate labels.

Our Franchise Partners will always strive to pick up on your selected date, however, these dates are indicative only and not guaranteed.

Please check the tracking information on our website using the Returns Consignment # (CPWXXX000000 – found on your confirmation email) to check if your local franchisee has attempted to make a pickup.

You can change the address of your Returns pickup booking by emailing our CP Returns Team via the contact email detailed in your booking confirmation email.

In your email please provide your Return Consignment (#CPWXXXX000000000 – found in your confirmation email) and one of our Representatives will assist you with amending your pickup address.