Frequently Asked Questions
Below we have answers to common questions users have about our service. After reading this page, along with the 'how it works' page, you should be familiar with our service & ready to book your consignment!
How do I make a booking? - ^
On the right hand side of most pages on the website is our freight calculator. These are the steps that need to be followed to make a booking:
- Step 1: Fill in each field on the freight calculator to get an accurate quote.
- Step 2: The instant quote will appear.
- Step 3: Complete the receiver and senders personal details below.
- Step 4: Read carefully the terms and conditions of carriage and warranty.
- Step 5: Pay for your booking by either Pay Pal or credit card.
- Step 6: An email with a receipt, instructions and a consignment note will be sent to your email address. If you book as the 'receiver', both supplied emails will receive the relevant information.
- Step 7: Print off the consignment note.
- Step 8: Securely fasten the consignment note to your well packaged item.
Please note: If you are booking a NEXT FLIGHT service, you will need to contact our customer service centre on 1300668229.
What are the pickup times available? - ^
For our premium NEXT FLIGHT service, pickups are done 24 hours a day, 7 days a week. For all other services, pickups are done between 9am-5pm Monday to Friday. For a same day metro collection, you need to book before 12pm. All regional pickups are done next business day if you book before 12pm. You can select dates in advance from the drop down menu on the booking page.
Can I book as the 'Receiver'? - ^
Yes you can. As you are the person who has completed our booking process, it is very important that you make sure the 'Sender' receives the consignment note email, and they fully understand what is required to complete a pickup.
What is a consignment note? How do I receive it? - ^
A consignment or con note is the label that needs to be attached to your item/s before pickup. The consignment note has all the relevant details and also a barcode which is used for our tracking system. Once you make a booking with us, you will receive an instant email which contains a PDF file with your Tax invoice and Order Confirmation. Please read the pages carefully as the information is very important.
Please note: The Consignment labels are dispatched via a separate email at 9am, 12pm and 5pm Monday to Friday. Following your completed booking, you will receive your consignment label at the next available dispatch time.
You will need to stick the consignment note to the item/s as instructed. Failure to apply the consignment note will result in a Futile pickup charge.
Can I book with an operator? - ^
We can only take phone bookings for our 'NEXT FLIGHT' service. For our other Airfreight services, read the 'How it works' page for the Easy Steps to using our system.
Can I change or cancel my booking? - ^
Yes you can, however once you have made a booking with Transdirect Priority, you may be charged a $20 cancellation/change of details fee.
What happens if no one is home at the specified pick up time? - ^
If no one is going to be home at the specified pick up time, you can choose to leave the item at the front door for the driver, as long as the supplied consignment note is attached. If this has not been done, and the driver arrives to pick up the parcel, you will be charged a $30 futile pick up fee. The job will then be rebooked for a suitable pick up time.
What happens if no one is home to receive the delivery? - ^
We have many options available to you, such as:
- If delivery unattended, leave at front door/backdoor/side gate/carport.
- You can also nominate a different location in the 'Other' field in our Special Delivery Instructions area. You will need to select the "Leave at Other" option at the same time.
- Instead you could select an address where the receiver will be during business hours ie. workplace, to receive the parcel.
Please ensure that any details put in the 'Other' field are clearly abbreviated. The field is short so you will need to clearly abbreviate the location where you would like the item left.
A redelivery fee of $0.40 per kg/cubic kg plus $10 may be chared if no one is available to receive the delivery and Authority to leave has not been given.
Otherwise you can deliver the item to a PO Box.
Can you package my item for me? - ^
We do not offer a packaging service at Transdirect Priority. However it is vital that your item is packaged to manufacturers specifications, or an appropriate equivelant. This is to ensure that the warranty still applies to your consignment.
Can you deliver to P.O boxes? - ^
Yes we can. When making the booking you need to enter the suburb details of the Post Office, and the PO Box number itself.
What can the maximum length of my parcel be? - ^
The maximum length that Transdirect can carry is 4m or 400cm.
What if my item is over 35kg's? - ^
If your packaged item is over 35 kg's and you do not have a pallet available, the item must be packaged into an appropriate carton etc. You must ensure there is sufficient assistance to load and/or unload the vehicle. Failure to have the assistance required will result in either a Futile pickup or Re-delivery fee.
What if I don't know the correct weight or dimensions of the item? - ^
If you do not know the correct weight or dimensions of the item, it is better to overestimate, rather than underestimate the measurements. You may be charged $2 per kg/ cubic kg plus $10 to make up for underestimated measurements.
Are my goods covered by a transit warranty? - ^
Transdirect Priority does have a 'transit warranty' available. You must select the warranty options during the booking process for this to apply. Please carefully read and follow the Terms and Conditions provided, to ensure the warranty is valid for your consignment.
Can I track my delivery online? - ^
Yes, you can track your delivery online, simply go to our website and click the 'Tracking Your Parcels' button.
I live outside of a capital city, can my parcel to be picked up tomorrow? - ^
If you book before 12 midday you can select a next day pickup. Due to the nature of some regional areas there can be delays in the pickup process.
Do I need an account to use your service? - ^
No, anyone can use our service with a valid Paypal account or Credit Card.
What are my payment options? - ^
For our non account holders, we currently offer payment via Credit Card or Paypal.
Is there a cut-off time for bookings? - ^
In metro areas the cut off is 12 midday for same day pickups. For regional areas the cut off is 12 midday for next day pickups.
Are there any regional areas that you don't service door-to-door? - ^
Whilst we try to offer a door to door service throughout Australia, if your location is extremely remote, there is a possibility we will not be able to service the location. Please contact our customer service on 1300 668 229 for more information.
Can I pickup or drop off my item at the closest depot? - ^
With our Priority Airfreight service you are unable to drop off or pickup from any depot locations.
Bookings can only be made door to door, or door to PO box.
We are regular sender's, can we have an account with Transdirect? - ^
Yes you can. You will need to contact our Sales team on 1300 668 229.
Can I send household furniture items through Transdirect Priority? - ^
As we are a general freight carrier, all items must be fully packaged to use our service. If your furniture items are packaged, then we will happily accept them for transit, however they will not be covered by our Transit Warranty.
Can I pickup from Greys Online? - ^
No. Unfortunately Greys Online often have very long waiting times for our drivers during pickup. For this reason we are unable to offer collection from their outlets.
Can I send my suitcase / travel case, does it need to be packed into a box? - ^
Suitcases and travel cases are fine to send as they are. They do need to be securely fastened. The Transit Warranty will only cover items packaged as per manufacturer specification for transit.
Can I send items on a pallet? - ^
Yes you can. If you are sending a pallet, you need to ensure the item/s will remain stable during transit. If your item is of obscure shape, it may need to be secured / packaged into a crate for our Transit Warranty to apply. All strapping used must be placed away from the areas used by forklift tongues during loading and unloading.