Frequently Asked Questions

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

Billing will occur fortnightly from 8 April 2024.

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 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.

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 bubblewrap 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;
• 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.

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

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

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.

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.

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.

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.

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.

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.

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.

Please contact your retailer to understand why the reference number/order number you have entered is invalid.