Frequently Asked Questions
1. When will my consignment be collected?
We accept bookings any time between 7am and 6pm weekdays, excluding public holidays. We have two types of services for you to choose from, same day courier across town and express road freight Australia wide. The collection process will be different for each.
For Same Day Courier bookings across town between any suburbs within Sydney, Melbourne or Brisbane:
If you do not specify a 'ready time', courier bookings will typically be collected within 45 to 60 minutes from the booking time. We will try to contact you as a courtesy if we are running late. You may pre-book your pickup for up to 7 days in advance and you may also specify a ‘ready time’ that suits you within the window of hours above. Just follow the prompts in the booking process.
For Express Road freight bookings Australia wide:
Express road freight bookings will typically be collected in the afternoon, usually between 2pm and 5pm, regardless of the time you make your booking. You need to ensure your consignment is available for collection during those hours. You may pre-book your pickup for up to 7 days in advance. Just follow the prompts in the booking process. Bookings for express road freight in capital cities made up until 3pm will usually be collected same day any time up until 5pm; if our driver is unable to do so, we will try to contact you as a courtesy. If your booking is made after 3pm, it will typically be collected on the next business day. Booking for pickups in country towns may not be collected until the next working day, regardless of 'ready time', so don't expect the driver to turn up the same day if your pickup is in a country town. The driver who collects your goods will not be the same driver who delivers them. We generally deliver between the hours of 9.00am and 5.00pm Mondays to Fridays, excluding public holidays. We prefer to deliver to places (usually business addresses) where there is a reasonably strong likelihood of delivering to the consignee or a representative of the consignee and obtaining a signature to verify delivery. Don't forget, even if the receiver of your goods is a private individual, it's quite OK to have the consignment addressed to the place where they work, provided that receiving it won't be an inconvenience to the business conducted there. If the goods can only be delivered to a private address, that's OK too. In the event that the receiver is not home, the driver will follow the instructions provided by you during the booking process. If you elected to have the driver leave the consignment in a safe spot, he will try to do so. If it's not safe to do so, or if you elected for the consignment not to be left if no one is available to receive it, then the driver will leave a card with a phone number on it and return the consignment to the nearest depot to be held in safe keeping. When the receiver arrives home, they need to call the number on the card and request the freight be redelivered at a convenient time. The cost for this is shown in the booking process. The receiver can also collect the consignment from the depot if convenient.
Should you have any specific query regarding the estimated time for delivery (ETA), or any part of the process for that matter, don't hesitate to email us and we will answer you as soon as possible.
2. Do we work on weekends?
Generally no. However, special arrangements can be made for pickups and deliveries on weekends or public holidays. Simply send us an email with your require- ments and we will send you our tailored quotation, along with instructions on how to handle the booking.
3. Is there anything that I am prohibited from consigning to you?
Yes, we do not carry the following goods:
- Furniture or white goods such as washers, dryers and refrigerators;
- Chemicals or cement;
- Hazardous or dangerous goods such as flammables, toxins, acid, aerosols, oils, fuels, asbestos;
- Foodstuffs requiring refrigeration or any food not packed or may deteriorate if exposed;
- Animals, pets or livestock;
- Legal tender including cash, gold and precious gems;
- Any single item over 25kg dead weight not palletized (OH&S requirement);
- Anything without adequate packaging;
- Any single item without a registered consignment note/bar code and/or address label attached;
- Pipes or lengths over 4 metres.
Don't hesitate to read the Despatching Your Goods section of our website for additional tips, or send us an email with any questions or queries on the packaging you may need.
4. Do you package my goods for me?
No, however we will be happy to make suggestions which you may find to be of assistance. Just send us an email with your question and we will email our reply as soon as possible.
5. How do your charges work?
All charges depend upon the size and/or weight of the consignment and also upon the distance covered between the collection point and the delivery point. Typically, the larger the consignment, the more it costs to deliver. The further the distance covered, the more it costs to deliver.
For same day metropolitan courier, our charge is made up of a basic charge, a per kilometre rate expressed in cents and a minimum charge. Subject to any addi- tional charges being incurred (see below), the full price, including GST, will show on the screen when you ask for a quote and also at the final step prior to credit card authorization. That final price will be confirmed to you via email.
For Australia wide express road freight, our charge is made up of a basic charge, a per kilogram rate expressed in cents and a minimum charge. Again, subject to any additional charges being incurred (see below), the full price, including GST, will show on the screen when you ask for a quote and also at the final step prior to credit card authorization. Again, that final price will be confirmed to you via email.
Be careful to ensure you have entered the correct postcode as suburbs with the same name can occur in different States and, in some cases, within the same State.
Please note that if the size and weight of the consignment has not been declared correctly, or if any part of the booking has not been made correctly, we reserve the right to charge any additional amount automatically to your credit card. You will be emailed details and a receipt if this occurs.
We invite you to compare our prices with those of other on-line suppliers and are sure you will be favourably impressed by what we offer. In fact, the prices we charge are equivalent to those offered to a major freight user. We are able to do this for you in exchange for you creating, managing and paying for your booking yourself on line. In other words, our low price is contingent upon us not providing staff in call centres and customer service teams in order to manage your book- ing. Thanks to Realtimeexpress, and with your co-operation, we can pass on cost savings to you.
6. Why do I need to enter the dimensions of my consignment in the booking?
It is critical that we are aware of not only the dead weight of your goods, but also their dimensions in centimetres, which is why they must be entered in the booking. To be sure of supplying the appropriate vehicle to pick up your goods, we must know the size as well as the dead weight. We need all information to levy the correct charge.
Do you need further assistance with how to measure out the dimensions of your goods? Simply click on the link named How to Measure Freight.
We charge you according to the greater of the dead and the cubic weight of your consignment. We work on a cubic conversion of 333 kilograms per cubic metre.
7. Is there a limit to the number of items I can send to the same address?
No. For Road Express bookings, you will be able to print 1 consignment note/address label for each item you have nominated in the booking. If you have more than 9 items to send to the same delivery point and where each item is in excess of 10 kilograms, we recommend you consolidate those items onto a skid or pallet, then apply shrink wrapping to the entire skid. When you book the job, all you need to do is nominate one item only, for example '1 for 90kgs'. If you have any queries about consolidating your freight, don't hesitate to send us an email.
8. How do I get a receipt and/or tax invoice for my shipment?
A combined booking confirmation, freight itinerary, tax invoice and payment receipt will be emailed to you automatically once the booking is completed.
9. What happens if I want to cancel my booking?
You may cancel your booking at anytime simply by sending us an email. Be sure to include the booking reference number. If our driver has not been despatched to collect your goods, you will be refunded your original invoice value paid less a 1% administration fee with a minimum of $11 including GST. If our driver has been despatched to collect your goods, you may forfeit all or part of the amount charged to your credit card.
10. What happens if the receiver isn't home?
We always prefer to deliver your goods to a daytime delivery address, in other words, a business address. We deliver any time during the hours of 9am to 5pm weekdays, excluding public holidays. Where possible we would prefer to deliver to a business address, as that way we will most likely have no issues in finding the receiver. Don't forget, even if the receiver of your goods is a private individual, it's quite OK to have the consignment addressed to the place where they work, provided that receiving it won't be an inconvenience to the business conducted there.
If the goods can only be delivered to a private address, that's OK too. In the event that the receiver is not home, the driver will follow the instructions provided by you during the booking process. If you elected to have the driver leave the consignment in a safe spot, he will do so. If it's not safe to do so, or if you elected for the consignment not to be left if no one is available to receive it, then the driver will leave a card with a phone number on it and return the consignment to the nearest depot to be held in safe keeping. When the receiver arrives home, they need to then call the number on the card and request the freight be redeliv- ered at a convenient time. The cost for this is shown in the booking process. The receiver can also collect their consignment from the depot if convenient.
11. What credit cards do you take?
Visa, Mastercard, American Express
12. Do you accept EFTpos?
13. Do you accept COD?
14. What if I don't have a forklift?
If you don't have a forklift and your pickup and/or delivery need a tail lift there will be an additional surcharge. Please contact us to arrange a quote.
15. Are there any special conditions of which I should be aware?
Yes, the most important of which is that in the unlikely event of your consignment being lost (including stolen) or damaged while in our custody or under our control, we will not accept any responsibility for such loss or damage, unless of course you have elected to take out indemnity coverage within the booking. We recommend you either purchase indemnity cover from us or arrange your own insurance, which can be obtained from most indemnity brokers.
If you require an indemnity broker, we recommend Berkrey Insurance Brokers. They may be contacted in writing at Unit 17, 6 Old Castle Hill Road, Castle Hill NSW 2154 or via telephone on (02) 9899 8155.
Please read our Standard Terms and Conditions carefully. You will be asked to accept them prior to booking confirmation.
16. Do you provide any money back guarantees?
17. Do you deliver to post boxes?
No. All deliveries must be marked to a valid street address.
18. Do I have to fill out any paperwork?
No, it's all done on line. If you are sending a delivery by Road Express, you will need to apply a consignment note/address label to your freight, otherwise the driver is under instructions not to collect your goods. The directions for creating the consignment note will be supplied during the booking process. In the event of our driver arriving and not being able to collect your goods, you may forfeit all or part of the amount charged to your credit card.
19. What happens if I am the receiver of the delivery?
For Same Day Courier, you may book your job to and from any combination of metropolitan suburbs. You do not need to be the sender or the receiver of the delivery as long as we have complete details of where to go, a contact name, what to collect and where to deliver.
For Road Express, you may also book your job to pickup from another address, however you are still required to print the consignment note/address label and mail/send it the pickup address prior to our driver arriving, otherwise he is under instructions not to collect your goods. Please ensure you pre-book your job in cases such as these, so you have enough time to send the paperwork to the sender.
Please also ensure you inform the sender of the date and time you have selected for the collection of your goods. In the event of our driver arriving and not being able to collect your goods, you will forfeit the amount charged to your credit card.
20. How do I nominate a specific delivery time if I need one?
Simply send us an email with your requirements, and we will advise how to handle any specific situation. Please note that additional charges may apply if you require delivery on a specific date or at a specific time.