Skip the Queue on 5 Top Customer Support FAQs

With tens of thousands of deliveries each day, and shipping volume at historic highs, a few bumps in the road are sure to occur, even when using Australia’s leading courier services.

While our friendly Customer Care representatives do their best to help our Transdirect Members and customers, at select times, high call volumes can extend assistance wait times.

That’s why we’ve made it easier and quicker to “skip the queue” of phone support with the most common booking-related issues on our Contact Us page. These areas include:

1. Track my items
Keep track of your shipments anytime in an instant with our free Tracking Tool. Just enter your tracking ID or order number for details.

2. Request redelivery
Has a delivery been attempted and a notification card was left? If so, you can easily request a redelivery yourself online in just a few clicks (please note: redelivery fees may apply).

3. Item was not collected
This is our least favourite customer support request, of course. We understand how important pickups and delivery timing are, and when delays arise, we are very sorry for any inconvenience caused. Our team will work with your selected couriers to resolve the issue as soon as possible, with a few key pieces of information from you about your consignment.

4. Haven’t received my labels
If you made a booking but haven’t received your labels via email, the first step is to check your email junk folder, just in case they landed there.

For bookings made outside of business hours, some are held for review by our staff. In these cases, labels are issued from 9am AEST, Monday to Friday, when our customer service team is again present.

Transdirect Members: Labels are available for download in your “My Account” area, and are generally emailed to the ‘Senders’ email address. Please do not rebook a new job to receive labels — this creates additional bookings that require cancellation and may incur charges.

5. Need to cancel my consignment
If the cancellation request is made on the same day of collection, or a driver has already been allocated, note that charges may apply. Also, please ensure all cancelled consignment labels are removed from your items to ensure that freight does not travel using the cancelled labels.

For these and most other assistance requests during business hours, the fastest route to our Customer Care team is right here at our new and improved Contact Us page.