FAQ
Common questions we've received, followed by some helpful answers
Your AXIS tracking number can be found in the notification Email or SMS you get after your shipment has been registered.
Absolutely. Same day parcel deliveries are our specialty!
For our Same Day service pricing, you will need to place the booking prior to 12 pm.
You can, however, request a 3 hour or VIP delivery for collection anytime between 8am–6pm. If you are wanting a delivery outside of this time it may be possible however it’s best to give us advanced notice.
Please note there are times when our service does reach capacity, if this occurs we’ll let you know!
Our customer service centre runs from 8am to 7pm (AEST/AEDT) Monday to Friday, and from 10am to 5pm (AEST/AEDT) Saturday and Sunday.
Our platform accepts deliveries that are available for collection anytime between 8am and 6pm, 7 days a week.
While it is your responsibility to obtain suitable insurance for your parcels, in some circumstances we will pay up to $300 for the cost of repairing or replacing parcels that are damaged or lost during a delivery.
For further details, see our Customer Terms.
If the courier arrives to collect a parcel and no one’s there, they’ll wait for up to 10 minutes and try to contact you by phone and SMS. After this time, the full fee will be charged.
The same goes for the destination, but if we can’t track you down to make other arrangements, we’ll return your parcel to the pickup location. If returning it isn’t possible that day, we may need to hold onto it at your own risk until we can. Your courier will keep you in the loop. Please note, additional charges may apply for returns.
We offer a variety of services, including EXPRESS Delivery, ground freight, air freight, ocean freight, warehousing, customs clearance, and express delivery options.
Yes! Our Express Delivery service includes same-day delivery for urgent shipments, ensuring your packages arrive on time.
You can easily track your shipment using our online tracking system. Just enter your tracking number on our website to get real-time updates on your package’s status.
We provide shipping services to over 125 countries worldwide, ensuring that your packages can reach international destinations efficiently.
Yes, we have specific size and weight limits depending on the service you choose. Please refer to our website or contact customer support for detailed guidelines.
Our experienced team handles all customs clearance procedures to ensure your shipments comply with local regulations, minimizing delays at the border.
Absolutely! We take special care with fragile and sensitive items, offering secure packaging and handling to ensure their safe delivery.
We accept various payment methods, including credit cards, bank transfers, and invoicing for corporate clients. Please contact us for specific payment inquiries.
You can easily request a shipping quote through our website by filling out the quote form with your shipment details. Our team will get back to you promptly.
If your shipment is delayed, please contact our customer support team. We will investigate the issue and provide you with an update as soon as possible.
We take great care in handling your shipments. If your package is lost or damaged, please contact us within 30 days of delivery for assistance with the claims process.
Yes, we provide packaging services to ensure your items are securely packed for transit. Please inquire about this service when placing your order.
You’ll need to provide details such as the shipment’s dimensions, weight, destination, and any special handling instructions to ensure accurate processing
If you need to change your delivery address, please contact our customer support as soon as possible. Changes may be subject to additional fees and depend on the shipment’s status.
Yes, we offer optional insurance for your shipments to provide added peace of mind. You can choose to insure your package when booking your service.
Ensure your items are securely packaged and labeled clearly. If you need assistance, our team can provide guidance on the best practices for packaging.
Our customer support team is available 24/7 to assist you with any inquiries or concerns. Shipping operations may vary, so please check our website for specific hours.
Yes, you can schedule a pickup through our website or by contacting customer support. We offer flexible pickup options to meet your needs.
If you miss your delivery, our carrier will leave a notice with instructions on how to reschedule or pick up your package from a designated location.
You can reach our customer support team via phone, email, or through our website’s live chat feature. We’re here to help you with any questions or concerns you may have!