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.

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.

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.

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.

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.

If you already have a CouriersPlease account you can start shipping by logging in to your account.

If you don’t have an account, you can create an account to access free shipping tools, manage your address books, track, select last mile delivery options and more.

Alternatively, if you don't want to create an account you can book a job online using a credit card to pay for the shipment.

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.

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.

Please reach out to our commercial team or our Customer Service Centre. We are here to assist you.

Claims may be refused for goods appearing on our list of exclusions, or where the Terms and Conditions of Carriage have been contravened. Claims may also be refused if the underwriter determines that your goods were insufficiently packaged. CouriersPlease is a general freight carrier so your consignment must be packaged to withstand the rigours of general freight. The minimum requirements are:

• Sturdy, strong cardboard box
• Void fill such as packing peanuts or other suitable padding around the contents
• Additional bubble wrap for fragile items
• Allow 5cm between the contents and the side walls of the box

1. When you have selected the ATL option, your package is no longer covered.
2. Excluded items include:

• any high value goods including but not limited to processed tobacco or tobacco products, bottled spirits, bullion, precious metal objects, precious stones, precious jewellery, cash, gift cards, cheques/bank cheques, money, USB sticks (and documents stored on USB sticks), birth certificates, travel papers and photocopied paperwork securities, valuable works of art and antiques;
• artwork – includes canvas artwork, framed pictures, jerseys and photographs that contain glass;
• mirrors;
• flowers;
• animals;
• live plants and trees
• temperature controlled or perishable cargo;
• vaccines or other similar medical or pharmaceutical cargo
• home contents or personal effects e.g. clothing, footwear, toiletries, electronic devices and travel items such as suitcases and backpacks;
• motor vehicles, aircraft, helicopters, missiles and similar goods;
• keys
• dangerous goods i.e. any goods specified as such in the current Australian Dangerous Goods Code (ADG) or in the International Maritime Dangerous Goods Code (IMDG) as amended from time to time and includes any cargo which may become a Dangerous Goods while in our possession or control for whatever reason.

We partner with HUBBED to offer more than 3,000 Collection Points across Australia.

If your parcel is sent to a Collection Point we’ll let you know. If your sender has provided us with your email address, we will send you an email within 24 hours. Otherwise, we’ll leave a hardcopy delivery slip. 

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.

No, it will be billed as a separate ad-hoc invoice.

The fee becomes effective from March 18th, 2024. Consignments manifested with CP from this date onwards will incur the fee.

The surcharge is 20% and will applied to the total freight charge. 

No, it will be applied on top of the original charge, which already incorporates any freight charge and fuel surcharges.

This surcharge applies to consignments traveling interstate to and from Western Australia.

Billing is expected to commence from 8 April 2024, as we prepare the necessary data.

Billing will occur fortnightly from 8 April 2024.

The surcharge will continue until further notice, as there is no confirmed date for the reopening of the Perth rail line. Updates will be provided fortnightly.

No, as this fee is short-term, it will not be included in our API.

It will be billed as a total additional charge, with supporting documents provided as an ad-hoc invoice.

If your parcel has been taken to a Collection Point you can request a re-delivery within 6 days.