FAQ



  • DO YOU HAVE A BOOKING CUT OFF TIME?

    Yes. Most bookings made before 11am EST may be collected the same day by 5.00pm , by most of our carriers.

  • WHAT DO I NEED TO KNOW ABOUT COLLECTION DELIVERY TIMES?

    We require a minimum 4 hour window for collection or delivery time between the hours of 9am – 5.00pm e.g. 4 hour window (between 9am – 1pm) or another 4 hour window (between 1pm-5.30pm). Collections and deliveries occur between 9am – 5.30pm weekdays ONLY

  • WHAT HAPPENS IF MY PARCEL HAS NOT BEEN COLLECTED ?

    Please contact us and notify us that the carrier has failed to collect your parcel(s). Phone +61 8 8244 1397 or chat with one of our ONLINE CHAT operators. Be warned that there is no guarantee that a collection will definitely be made, so if it is urgent, we recommend you book the collection 2 days earlier to prevent any mishaps. We can easily re-book another collection for the next day at a suitable time for you. The best way is to email us to let us know but be sure to include your booking reference number in the email.

  • DOES MY FREIGHT AGENT NOTIFY US OF COLLECTION OR DELIVERY FAILURES?

    No. We regret that this information is not privy to us quickly enough to enable us to notify you. We act as a broker for the main freight carriers. When you notify us of the carriers failure to collect or deliver we will simply re-book the collection for the next day.

  • IF I AM THE RECEIVER OF THE GOODS, CAN I USE YOUR SERVICES

    Yes. However we prefer senders of the goods to use our services. If you are the Receiver and you proceed to use our services, please ensure the Sender has understood our packing requirements, Terms & Conditions, and our Prohibited & Dangerous Goods information. The Sender also needs to LABEL each and every single item/parcel being sent and have their goods ready for collection at the agreed booking time. If the courier driver arrives to make the collection , and the Sender is not completely ready, the driver reserves the right to refuse collection.

  • HOW MUCH IS MY CONSIGNMENT COVERED FOR?

    When proceeding to book with your nominated carrier, you can select to insure your goods to the AUD Australian dollar value. This is optional and not mandatory. The option may be referred to as the carriers EXTENDED WARRANTY or insurance. Please tick Yes if you want this option on our payment page, and be sure to read the WARRANTY policy carefully & download it during the booking process. If you are unsure call customer support for a copy of our insurance policy 1300 748 510.

    You can opt to purchase warranty or insurance during the booking process. In some instances your warranty is purchased under the carrier policy, and in other instances you can purchase your insurance via My Freight Agent's policy. Claims for loss or damage CANNOT be made if you have NOT paid for insurance / warranty cover on your shipment during the booking process. If you do not want to purchase warranty or insurance through our website we recommend you check with your own insurance company before sending goods, to ensure the shipment you want to send is covered for the right replacement value. My Freight Agent reserves the right to refuse to ship high value items that are un-insured.

  • CAN YOU DELIVER TO PO BOXES?

    No most carriers do not deliver to PO BOXES. Must be a business or residential address.

    If you select Star Track you can deliver to a PO BOX for an additional charge of $15.00 which will be billable to the person who organised the shipment.

  • HOW DO YOU CHARGE, IS IT BY WEIGHT OR VOLUME?

    We reserve the right to charge by weight in kilograms or volume depending on whichever is greater.

    Different carriers calculate using different formulas to ascertain the chargable weight. Domestic Carriers also have different formulas for calculating volumetric weight to International Carriers.

    Don’t worry yourself too much because our calculator works this out for you already 🙂

    You have an actual parcel weighing 15kg and with dimensions 50 x 60 x 40 cm DHL, FEDEX & UPS would calculate the cubic weight as example below: 50 x 60 x 40 cm = 120000 120000 / 6000 = cubic weight 20kg chargable weight = cubic weight 20kg as this is greater than the actual 15kg

  • ARE YOUR PRICES GST INCLUSIVE?

    YES, unless stated otherwise. Note that Government Taxes and Duties and Customs Fees are not included. They are payable by you directly, should customs require this, and you will be notified directly.

  • ARE YOUR PRICES GST INCLUSIVE?

    YES, unless stated otherwise. Note that Government Taxes and Duties and Customs Fees are not included. They are payable by you directly, should customs require this, and you will be notified directly.

  • CAN I ALTER DETAILS OF DELIVERY, OR CANCEL MY BOOKING?

    Yes. If details need to be altered this must be done before collection has been made and a fee of $25 will apply. If you wish to cancel the booking completely, a cancellation fee of $25 will apply, regardless of how early you decide to alter the details or cancel the booking. These fees are necessary to cover our administration costs.

  • DO DRIVERS CALL BEFORE MAKING A COLLECTION OR DELIVERY?

    No. Drivers are given information to make deliveries and collections en route and are not provided with company phones. That is why it is essential that you understand the carriers estimated delivery time, and ensure someone is waiting to receive the goods between 9am – 5.30pm Mon- Fri.

  • DO I HAVE A MINIMUM SPEND WITH YOUR FREIGHT AGENT?

    No. Use it as you need to. We only require prepayment by credit card.

  • WHAT HAPPENS IF NOBODY IS HOME WHEN THE DELIVERY ARRIVES?

    The driver will leave a card with contact details, notifying you that a delivery attempt has been made. The goods will be taken back to the depot overnight and a redelivery attempt will be made the next day. If this should happen to you please note the re-delivery fee of $35 will apply. Alternativeley you can collect your parcel from the carriers depot at no extra cost.

  • CAN THE COURIER DRIVER LEAVE THE GOODS THERE, IF NOBODY IS HOME?

    No. All courier companies require a person at the address to sign for the delivery. Goods will never be left at premises unattended and unsigned for.

    If you want a parcel left without a signature, you must give instruction before collection is made, notate "ATL authority to leave" in the delivery instructions field, during the booking process.

  • DO YOU ORGANISE THE PACKAGING OF GOODS FOR DELIVERY?

    No. We are unable to offer this kind of service as we are an internet based freight broker. Please ensure the Sender understands our packing requirements. If packaging and labelling of goods is not accepted by the driver, a collection may be refused. A FAILED COLLECTION incurs a fee of $25.

  • DO YOU EXCHANGE PALLETS?

    No.

  • WHAT GOODS WON’T YOU CARRY?

    • Loose furniture and bedding (unless packaged or flat packed) • Unpackaged goods • Food (requiring refrigeration) • Dangerous goods (of any class) - e.g. flammable, aerosol cans, hazardous, toxic • Engines/gearboxes/etc, with oil or fuel still inside • Pets (dead or alive) • Jewellery, coins and valuable items • Artwork/sculptures/paintings • Cars/motorbikes • Glass items/mirrors • Anything that does not comply with export policy ***refer to our PROHIBITED AND RESTRICTED ITEMS page on this website if sending toys, please remove batteries from any electrical devices please check with us, before sending LAPTOPS, IPHONES, and other devices with lithium batteries

  • HOW DO I MAKE A CLAIM?

    Please email accounts@yourfreightagent.com.au.au regarding any claims for loss of goods or damage within 14 days, providing us with the following details:
    1) Sender's full name and contact details
    2) Consignment note number
    3) Date of Despatch
    4) Number of Parcels Sent
    5) Number of Parcels Received
    6) Total Weight
    7) Detailed reason for claim e.g. Loss, part Loss, Damage, Other
    8) Detailed description of the Box/Suitcase/Bag appearance, external colour, and contents inside & value
    9) Attach photos of the “missing bag” or photos of the “damages”

    (Any claim received after 14 days cannot be accepted.)

    Please note that in the event of a damage claim the item constituting the claim should be retained as it may be required for inspection or salvage. The insurance company may request proof of receipt (showing the cost value of goods & not the sale value).

  • WHAT IF I HAVE CONCERNS WITH THE PRIVACY OF MY CREDIT CARD DETAILS?

    Security VIA 256 bit SSL encryption. At Your Freight Agent we consider the security of your information to be of paramount importance. We have implemented security measures designed to provide the peace of mind you should expect when purchasing goods over the internet. When you place an order, our secure server uses SSL (Secure Sockets Layer) to connect to our website, which encrypts all the information sent from your PC. The following indicates that you have entered a secure session and will be present when you are requested to enter your credit card details: • 1. The "https" in place of the usual "http" in your browser address box • 2. The small padlock either at the bottom or top of your browser (this will depend on the browser you are using) SSL (Secure Socket Layer) Certification - GEOTRUST Your Freight Agent website also has a current GEOTRUST certificate, which gives you the peace of mind of knowing that we are a legitimate company, and can provide a secure environment in which you can transact. From our website we use a payment gateway called Securepay. Your Freight Agent uses Securepay Internet Payment Gateway to provide a secure environment for the authorisation of credit card transactions over the Internet. Confidential information including client credit card details are encrypted the moment they are transmitted from the client's browser to the banking network using industry standard SSL 256-bit RC4 encryption technology. A client's credit card details are not stored anywhere on the Internet and the only company who has access to this data is the merchant's bank. The bank also sends confirmation information via the same encryption technology back to the client's browser. These secure processes provide clients with peace of mind when purchasing online.

  • WHAT ARE THE PACKAGING REQUIREMENTS

    We do not send un-packaged items, or loose items. All items must be packaged in sufficient packaging for transportation. The simplest way to put it, is for you to consider if a box were to take a short fall to the ground, what would happen? Is your packaging sufficient to take a short fall? If the parcel is over 30kg, be sure to label the box with its weight, so the courier handler knows from the beginning, and can ask for your help to lift into the truck. When you are sending fragile or sensitive goods we strongly suggest you select the SENSITIVE freight service available on our website. Also be aware that it is the responsibility of the SENDER to ensure goods are packaged sufficiently for safe transportation. We regret to say that freight carriers rarely take the initiative to improve on your packaging. Use double ply export boxes for heavy goods, suitcases, crates, and pallets if necessary. Good luck! If you have other questions, please chat with one of our ONLINE CHAT operators.

  • HAVING TROUBLE GETTING A QUOTE?

    If you are on QUICK QUOTES calculator, and you cant get a quote.... Here are some things you can do first to get this working for you...
    1) if you have entered a postcode, be sure to select the suburb from the dropdown list
    2) be sure you select the correct destination country
    3) if you have entered a suburb name, be sure you have not mispelt the name, and select suburb from the dropdown list
    4) if the wrong suburb names appear for the country selected, be sure to RESET the page or REFRESH, before trying again
    5) IF ALL ELSE FAILS, CALL OUR CUSTOMER SUPPORT ON 1300 748 510

  • CAN I SEND MY LAPTOP?

    YES we can send your laptop, we have a procedure for doing this, and only selected carriers will accept laptops, so be sure to contact us first to find out which carrier you should use from our website. You will often find most post offices, and freight carriers are refusing to send laptops, because laptops contain lithium batteries. Lithium batteries are considered dangerous goods in large amounts, so the decision not to send them usually becomes business policy to avoid confusion among staff within large firms. We do have procedures in place for you to ensure the safe delivery of laptops whilst abiding by current air safety regulations.

  • CAN I SEND MY LCD OR PLASMA TV?

    YES we can send these only if they are packaged into its original box, as if it were just purchased. Please note that we cannot get insurance for sending these items. Sending these items using our carriers, would be at your own risk.

  • HOW CAN I PACK MY GOODS?

    You can send suitcases, boxes, pallets, skids, crates. Please ensure they are strong enough to carry the weight of what you are sending.

    Watch our HOW TO PACK YOUR SHIPMENT video

    Call customer support 1300 748 510

  • IS SEAFREIGHT CHEAPER THAN AIRFREIGHT?

    NOT ALWAYS. If you are sending less than 1-2 cubic metres worth of goods, then we usually find AIRFREIGHT is much cheaper, faster and easily trackable. Seafreight will be cheaper if you want to send large volumes of goods, and transit times are around 20-45 days depending on the routes.

  • WHAT IF I HAVE EXCESS BAGGAGE?

    If you have excess baggage, and want to avoid paying extremely high rates at the AIRPORTS, save yourself some serious money, by sending your goods with www.baggagefreight.com.au All you need to do is go back to our HOMEPAGE and fill in the QUICK QUOTES to get a quote. Rates will be displayed instantly and you can choose door to door service, or door to AIRPORT service.

  • HOW DO I GET AN AIRPORT QUOTE?

    Using the QUICK QUOTES calculator on the homepage, simply select the DESTINATION COUNTRY to e.g. JAPAN and in the DESTINATION SUBURB field enter TOKYO, select one of the Tokyo suburbs in the drop down list. Fill in the rest of the fields as normal, and finally click GET A QUOTE. All the door to door service rates will appear first, and right at the bottom, there will be an option to select AIRPORT. Click on the Arrow to select Airport, and then click GET RATES. A list will now display of the various DOOR TO AIRPORT rates. Speak to our staff for further assistance in getting online AIRPORT QUOTES.

  • WHAT IS BFO service?

    BFO is a FEDEX premium international courier service. Fedex is a highly reputable international freight company. We have simply not used their logo on our website. All documentation provided by our webservice will show Fedex logo, once booking has been made if you select BFO carrier.

  • HOW CAN I TRACK MY PARCEL?

    Tracking your parcel is easy. Go to the top of the website and click on TRACK SHIPMENT, there is a TRACK N TRACE tool. Here you enter your airway bill / con note number / order id. Remember you are most welcome to call the carrier directly, but be sure to quote your tracking number which is either the airway bill or con note number so they can assist you properly. Parcels are only track-able once they have been collected and scanned in at the carrier depot
    (we suggest that you track parcels after 1 day and not beforehand).

  • HOW TO SEND EXCESS BAGGAGE

    Using the Freight calculator on the homepage, simply select the DESTINATION COUNTRY to e.g. JAPAN and in the DESTINATION SUBURB field enter TOKYO, select one of the Tokyo suburbs in the drop down list. Fill in the rest of the fields as normal, and finally click SEARCH. All the door to door service rates will appear first, and right at the bottom, there will be an option to select AIRPORT. Click on the Arrow to select Airport, and then click GET RATES. A list will now display of the various DOOR TO AIRPORT rates. NOTE FOR INTERNATIONAL AIRPORT QUOTES: e.g. select country Thailand, suburb Bangkok. Call 08 8244 1397 for assistance in getting an airport quote.

  • WHAT IS THE MAXIMUM WEIGHT THE COURIER DRIVER CAN LIFT?

    Due to occupational health and safety regulations, all courier drivers may refuse collection, if each parcels weigh more than 30kg. If your parcels should weigh more than this, please ensure an additional person can assist the driver to lift the parcels onto the truck. If more than 70 kg you should consider booking a TAILGATE service, where the hydraulic lift tailgate can lift heavy pallets onto the truck. Tailgate services are at an additional cost to the freight prices quoted on our site.

    Star Track drivers prefer to lift maximum weight per package 20kg anything heavier than 20kg should be placed on a skid. Couriers reserve the right to refuse collection based on their ability to handle the item through their network.

    Speak to customer support for more information 1300 748 510

  • CAN I SEND FURNITURE?

    Our online freight service is particularly good for General goods. Using main freight companies like TNT, STARTRACK, COURIERS PLEASE, FASTWAYS, HUNTER EXPRESS. The most suitable freight to send using these companies are boxes, suitcases, crates and pallets. If your furniture does not FLAT PACK into boxes, bulky furniture is not usually accepted by these type of freight carriers. For bulky furniture, please contact your nearest furniture removalist.

  • 30kg + parcels

    If your parcel should weigh more than 30kg the courier driver will require assistance to lift it onto the truck and pick up, and will also require assistance getting the parcel off the truck at delivery point. If this cannot be arranged, the driver has the right to refuse collection / delivery. To avoid any issues, please consider this carefully. If an extra person cannot be arranged to assist the driver, please consider the TAILGATE option. The tailgate option will incur extra costs which can be quoted by one of our shipping consultants.

  • LITHIUM BATTERIES

    YES we can send items with lithium batteries. As a result of the new Australian Aviation legislation, most companies will not ship items with lithium batteries just to be safe. It is permissable to send small amounts under strict terms and conditions. Please speak to one of our shipping consultants to find out how.

  • TRANSIT TIMES

    Transit times must be checked by the sender prior to booking. Not all services have Guaranteed transit times. Our displayed transit times are to be used as a guide only. Actual transit times may be changed by the carrier at any time and without notice. To find out more on transit times, simply phone the carrier directly to discuss transit times prior to booking, or phone Your Freight Agent customer support 1300 748 510. If you have a parcel to be delivered in a HURRY and need a time definite service, LET US KNOW FIRST and our team will recommend the appropriate service to get your goods there on time, based from our experience.

  • YOUR AGREEMENT

    Upon booking and making payment for your shipment on our website www.yourfreightagent.com.au.au you have hereby agreed to all the terms and conditions of carriage, You have read and understood the Delivery Policy, Surcharge and Refund policy, and Restricted Items Policy.

    You most importantly understand that Your Freight Agent operate as a booking service only and do not have control over the operational aspects of the carrier partners we work with.

  • WHAT IF THE SENDER DOES NOT HAVE A PRINTER

    We do not advise to send bar coded labels by fax, as it will not scan properly.

    There are 3 options
    1) We recommend you print the labels on your own laser printer, and send the labels EXPRESS POST to the SENDER. You should provide them with our instructions.
    2) Forward the emailed labels to your friend and print them.
    3) Go to your local library and print the labels.

    If you do not have clearly printed barcoded labels, this will pose many problems, for potential loss and the inability to track the parcel. It also voids your warranty for loss or damage.

  • WHAT HAPPENS WHEN RECEIVER IS NOT CONTACTABLE or not home?

    For shipments where the Receiver is not contactable or not home, goods will be returned to depot and held for a short period by the carrier. If it exceeds the time limit for holding goods the carrier will automatically return goods to the Sender, and the RETURN TO SENDER costs will be billed to person who originally booked and payed for the original shipment. It is important for International recipients to be contactable by phone and email, since carriers may call and require further documentation from the recipient to clear goods through customs. If the Receiver is not contactable and does not respond prompty, being uncompliant will mean that the goods will be returned at your cost.

    Please stay in touch with the carrier and DO NOT assume your shipment will be stored for FREE.

  • UNATTENDED COLLECTION? CAN I LEAVE MY BOXES UNATTENDED?

    Yes for Domestic deliveries. No for International deliveries. However by doing this you accept full responsibility for the risk of it being stolen, if unattended. Please be aware that the warranty you may pay on your shipment does not cover your loss if stolen on your private property and not already collected by the courier.

  • WHAT DO I NEED TO WRITE A PACKING LIST FOR?

    For all international shipments, a detailed packing list must be supplied. At the time you are packing, get your pen and paper out, and make a detailed list of what you are sending, in each and every PARCEL. Customs will not accept "clothing" in description of goods. An example of what you should record with pen and paper is like this : 1 x pants, 2 x shirts, 3 x cd's , 5 x books, WE provide a downloadable packing list in EXCEL which you can easily fill in. Once you have filled in the PACKING LIST we provide you, please send it immediately to info@baggagefreight.com.au. Subject: your ORDER BOOKING NO.

  • BOX DIMENSIONS AND WEIGHT

    From time to time we will bill you for any incorrect declaration of weight or volume after the delivery has been made, and our accounts have been reconciled with the carriers. If for some reason you should feel that you have in fact declared accurate details on your booking, please submit photo evidence of your box sizes/ weight. That means taking photos before sending the shipment; take photos of the length x width x height using a tape measure. We will be happy to query this for you.

  • HOW IT WORKS

    We strongly recommend you watch our short videos on the homepage so you quickly understand how our web service works found under the SUPPORT tab.

  • CHANGING COLLECTION DATE AND TIME

    Simply email us your request to
    info@yourfreightagent.com.au.au

    SUBJECT: CHANGE COLLECTION DATE & TIME

    in your email please quote your order number and tell us your preferred date and time for when you want the collection to be made. Our shipping consultants will contact you if there is any issues with your requirement.

  • RECEIVED DAMAGED ITEMS?

    Please check your shipment before signing for them when the courier makes the delivery. If the items appear damaged, please sign for them "package received damaged", ask the driver to co-sign your written comment on the delivery docket . It is advisable to take photos of the package before it is opened, and then photos of the damaged items inside the box. This will assist you when making a claim. Next you can read about how to make a claim.

  • HOW MUCH ARE THE RE-DELIVERY FEES?

    CARRIER CHARGE METHOD
    Allied Express            Calculated per kilo
    Hunter Express         Calculated per kilo
    Toll Priority                $29
    Toll Ipec                      $32.00
    Toll NQX                     TBA
    Fastway                       2 delivery attempts included in freight price, 3rd attempt Payable online via     Fastway website $5.50
    Couriers Please          $0  Exempt
    TNT Express               $22
    Startrack Express      Calculated per kilo (minimum $20)
    DHL Express              TBA
    Fedex                           TBA

  • HOW TO PREVENT BEING CHARGED FOR RE-DELIVERY FEES

    To avoid incurring further costs on your shipment for re-delivery fees, you may choose to collect your shipment from the courier depot.   By contacting the courier on the number provided on the calling card (usually left on your premises) you can arrange this and ask for the depot’s physical address from where you need to go.  Sign for the goods with text “ Collected from depot and your name”.

    Alternatively you should hand write on the con note in the special delivery instructions section - 'Authority to Leave' .  This means you authorize the courier to leave the shipment without signature.