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.
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 email which contains a PDF file. All the relevant information is contained within. Please read the pages carefully as the information is very important. 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? - ^
As we are an internet based company, and require each customer to tick the 'Terms and Conditions' and 'Transit Warranty Conditions', we can only offer bookings through our website. Read the 'How it works' page for the 7 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, 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.
Can you package my item for me? - ^
We do not offer a packaging service at Transdirect. 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? - ^
We are unable to deliver to P.O boxes. If it is a regional post office with prior permission granted, it my be possible. Call our customer service line for details.
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 between 35 -60 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, otherwise you must select the Hydraulic Tail lift option for that location. Failure to have the assistance required will result in either a Futile pickup or Re-delivery fee.
Items that exceed 60kgs must be packed on a skid/pallet/crate, or be packaged in a way that can be moved easily and safely by forklift. You must have a forklift or other lifting method available at both the sending & receiving addresses. If you do not have the appropriate lifting equipment, you must select the Hydraulic Tail lift option for that location.
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 does have a 'transit warranty' included in our prices. 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. Your item will appear in the track and trace once it has arrived at a capital city depot.
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? - ^
We currently offer payment via Credit Card or Paypal.
Is there a cut-off time for bookings? - ^
In metro areas the cutt off is 12 midday for same day pickups. For regional areas the cutt 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? - ^
Yes you can. Firstly, get a Quick Qoute using the closest relevant postcodes.
You will then need select the tick box on the booking page for the appropriate location.
If you are dropping the item/s to our closest depot location, the item/s must be fully labelled with our supplied consignment notes. Please contact our customer service to confirm the opening hours of the relevant depot location.
If you are collecting the item/s from our depot, you will receive a phone call once the item/s have arrived at the closest location.
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 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 household furniture items through Transdirect? - ^
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 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.
Can I have my delivery made on a specific day? - ^
Yes we can offer deliveries with specific date and time windows during business hours. These are called 'Pre-alert' deliveries and they come with a $70 surcharge. A three hour window on a specific business day can be selected. Pre-alerts can only be used for metropolitan deliveries. Please contact our staff for more information.