FAQs - Receiver Questions

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 you're unable to sign for your parcel, we're able to leave your parcel in a secure place at your address without a signature.

Before we can do this, you'll need to provide an Authority To Leave.

Anyone at the delivery location can sign for a parcel.

Following an attempted delivery, where an item has been taken to an authorised Collection Point, the recipient will need to show a valid form of ID to collect the item.

Unfortunately, we can’t yet deliver at specific times. However, in order to make things as convenient as possible, you can arrange to have your deliveries made without a signature or collect them from a local depot or authorised Collection Point. You can get further information through our Virtual Assistant.

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.

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.

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.

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.'

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.

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.

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.

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.