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Making a booking
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Money Back Guarantee and $1000 Transit Warranty
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Correct & Safe Packaging
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Delivery Times
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Restricted Items
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Costs & Discounts
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The Delivery Process
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Tracking your Delivery
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Problem-Solving
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Making a booking
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How do I make a booking?
Simply click on the Make a Booking button, with your credit card details handy. If you're not a registered user you'll automatically be registered when you make your first booking.You'll also save $20 when you book on-line or you can telephone 1300 555 450.
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What credit cards do you accept?
MasterCard, Visa, American Express and Bankcard.
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How secure are my Credit Card details?
Very secure. Your credit card details are entered on a fully secure, encrypted web page. For maximum security, we don't access or store this information. (That's why you need to re-enter them with every booking.) For further details, click on the red and blue Thawte image on the credit card payment page.
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WHO and WHERE can I collect or deliver to?
> We can only deliver to business or private street addresses (NOT PO BOXES)
> Your goods might not be delivered personally to the named Receiver, but a signature will be provided for every delivery.
> Shipments to addresses with a central receiving area will be delivered to that area. e.g. loading docks, receptions etc.
> There are some postcodes we don't collect from or deliver to. You will be advised if this is the case when selecting your pickup and delivery locations.
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Money Back Guarantee and $1000 Transit Warranty
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How does the $1000 Transit Warranty work?
AirRoad Direct provides a Transit Warranty of up to $1000 for your goods at no extra cost. Complete details are in our Conditions of Carriage, with key points and exclusions listed below.
It is critical to ensure your packaging is of a high standard as the Transit Warranty will not apply if the outer packaging shows no signs of damage. For correct packaging details, please click here .
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How does the Money Back Guarantee work?
When you make a booking we confirm the number of working days it will take from collection to delivery. We guarantee, unless prevented by circumstances which are beyond our control, to make our first delivery attempt on, or before, that date, or you receive your money back. The money back guarantee does not apply to regional pickup locations, some reomte delivery locations and/or items which are in transit during the a public holdiay. For full details of exclusions, please refer our Conditions of Carriage.
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Are my goods covered for damage or loss?
YES. We provide a $1000 Transit Warranty at no extra cost covering total loss or damage of each consignment. You need to ensure your goods are adequately packed for this Warranty to apply (click here for packaging information). For full details and exclusions click here.
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What if I want my goods to be covered for more than the $1000 Transit Warranty?
Due to federal legislation, AirRoad Direct can no longer offer any insurance. Should you require insurance to cover your delivery, you may wish to contact Associated Marine Insurance
(tel: 1800 009 796 or visit www.associatedmarine.com.au).
Note that their minimum premium is $125.
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Correct & Safe Packaging
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How should I safely package my goods?
To ensure the safe transportation of your valuables and for your $1000 Transit Warranty to apply, please follow these simple guidelines.
If you have any other questions or concerns regarding packaging please contact AirRoad Direct on 1300 555 450 for advice.
> Any article susceptible to damage must be adequately protected with bubble wrap, foam inserts, paper fillers etc. Make sure you eliminate any movement or possible rubbing within the packaging.
> All items need to be packed in high quality, square/rectangle cartons, with secure sealing.
> If your goods are on a pallet or skid, no part of the goods are to extend past the actual footprint of the pallet and all items are to be completely wrapped as the pallet will be labelled as one item.
> There is no need to label your goods (as we provide a label for each item). But if you do, please ensure you clearly indicate both the sender and receiver.
> If you are using second hand cartons ensure all old shipping labels and barcodes are removed. (Product and serial barcodes are fine).
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Delivery Times
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When will my goods be collected?
Generally your goods will be collected during business hours (8.30am-5.30pm) on the next working day after payment has been accepted. Same day pick up is currently not available. We'll let you know when this changes.
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When will my goods be delivered?
When you place a booking, you'll be advised of the date we guarantee to deliver on or before. For most capital cities in adjacent states this is one working day after collection. Click here to see delivery times.
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Restricted Items
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Are there any weight and size restrictions?
YES. If any single item is longer than 3 metres or weighs more than 2 tonnes, you need to call us on 1300 555 450. If we can't help you, we should be able to recommend another carrier.
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What items CANNOT be shipped?
We cannot deliver foodstuffs, live animals, dangerous goods or illegal contrabands. There are also certain goods that can be shipped but won't be eligible for the $1000 Transit Warranty.
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Costs & Discounts
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What are Frequent User Discounts?
As a Registered User, we'll track your bookings and may offer you special discounts based on your usage. From time to time special promotions and offers may also be made.
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How are weight charges calculated?
The transport industry standard is to charge by either "cubic weight" or "actual weight" - whichever is the greater. This is due to a standard cubic metre weighing an average 250kg.
Cubic weight is easy to calculate. Here's an example:
If a parcel is 0.5m high x 0.6m long x 0.4m wide, its cubic weight is 0.5 x 0.6 x 0.4 x 250 = 30 kg. So if this parcel's actual weight was less than 30kg, it would be charged at 30kg. If it weighed more, it would be charged at the higher weight.
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The Delivery Process
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How will my goods be transported?
All our deliveries are via road, except where physically impossible eg. Tasmania. Our highly professional drivers and handlers ensure your items arrive in pristine condition. We have installed innovative handling equipment and vehicle suspension to eliminate the risk of damage.
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Will I be advised once my goods have been delivered?
Yes. You will receive an email, normally the same evening or the following day. This will include an electronic link for you to view the receiver's signature.
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What if no one is available to receive the delivery?
We do not leave parcels at the front door! If no one is available to sign for a delivery, we leave a notice explaining that delivery has been attempted, together with a contact number to call and make arrangements for another delivery. Each additional attempt may cost $25 so it’s important you ensure someone can take receipt of the goods. If the delivery cannot be made, we will contact you and agree on the next step. Additional costs apply for a third delivery attempt and may apply for the forwarding, disposing or returning of goods.
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What if the receiver refuses the delivery?
If the receiver refuses delivery or can't be located, we will first contact you to discuss the next steps, then return the shipment at your cost. If you are unwilling to pay for the return delivery, your goods will be released to us, so we can attempt to recover our costs by selling or disposing of your goods.
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Tracking your Delivery
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How do I track my delivery on-line?
Every delivery item has its own personalised barcode, allowing you to pinpoint its location at any time, on-line! Simply log on as a Registered User and click ‘Track Jobs’. Each of your jobs will be listed as either:
- 1. Booked - Your booking has been registered and payment received.
- 2. Acknowledged - Your job has been allocated to an AirRoad depot. If your delivery item has been collected and scanned, you can also see its current location.
- 3. Delivered - Your goods have been delivered. The receiver will have signed a “Proof of Delivery”. You will also receive an email with delivery details and a link to view their signature on-line.
You can search for a specific job by consignment number, or your own reference name/code assigned when you made your booking.
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Problem-Solving
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My delivery address has changed or I've made a mistake. What do I do?
Please call Customer Service on 1300 555 450 immediately and quote your Consignment Number. We will do whatever we can to help.
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My delivery request requires special attention. What do I do?
When you make your booking there is a space for you to enter any special delivery or pick-up instructions. We will try to deliver as per your instructions but specific time requests cannot be confirmed or guaranteed. If you still have concerns or have a difficult, particularly fragile or large shipment, please phone us on 1300 555 450.
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I have more questions, where can I get additional information?
Most sections within our site have a Help page feature but if you can't find the answer, please phone us on 1300 555 450 or email airroaddirect_info@airroad.com.au.
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How do I make a comment or suggestion to AirRoad Direct?
Please send an email to airroaddirect_info@airroad.com.au or phone during office hours and speak with one of our Customer Service staff on 1300 555 450 between 8:30am and 5:30pm EST (Eastern Standard Time).
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When I enter a postcode I get the message 'One or more of the selected postcodes are not available for a pickup or delivery'
At this time we do not pick up from or deliver to every postcode in Australia. There are also some restricted areas such as specific Government areas and certain Aboriginal lands. In these cases you may need to arrange a convenient delivery point for your receiver to collect the goods. Please call 1300 555 450 to see how we can assist you.
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