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Frequently Asked Questions

BEFORE YOU WANT TO SEND A PARCEL

The Questions You May Have

Shipping a parcel:
Q. What types of service does DTDC Australia provide?

A. We provide domestic courier service in Australia and International service around the world. Domestic couriers: same day (for Sydney, NSW metro only) and road service for interstates.
International service: Express and Economy Services for Export and Import by air Freight and Export Sea Freight to India only from Australia.
Q. How do I book a collection?

A. Please click on this link to book for a collection: https://dtdcaustralia.com.au/
Q. Do I need to register first?

A. No. Please visit our web page and book your shipment after checking online quick quote by staying at home page: https://dtdcaustralia.com.au/
Q. Where can I find prices for your services?

A. Please click on this link to find online quick quote before booking your shipment: New Home
Q. How long will it take to delivery my shipment to another country once it has been collected?

A. This depends on the service requested, pickup and delivery locations. Estimated delivery time for express documents is between 2-4 business days in metro city areas of the destination countries.
Q. Estimated delivery time for Express parcel is between 3-7 business days for destination countries.
Estimated delivery time for economy documents and parcel (India only) and other countries are between 7-10 business days.
Q. Do I need a DTDC account to send package:

A. No account is necessary. You can simply book online by visiting https://dtdcaustralia.com.au/
Q. What if I am not available during pick up time or do not want to wait for the driver?
A. Please click on the link below to find out details about our drop in centres all over Australia and you even can drop shipment at your own convenient time including weekends: https://dtdcaustralia.com.au/contact-us/#.XcJbWlUzbZ4
Q. How do I know my credit card information will be secured when sent over the internet?
A. DTDC AUSTRALIA uses only secured payment gateway such as PayPal and Stripe and DTDC AUSTRALIA does not have any record of your financial data such as your credit card details.
Q. What is the latest collection time for my area?
A. Most parcels booked in the morning will be collected on the same day. In some remote areas parcel booking are required the day before to ensure collection on the following day.
Q. What is the pickup time for shipment collection and cut off time for booking?
A. Estimated pick up time is between 12-5:30pm, Monday-Friday and cut off time for online booking is till 12pm for the day.
Customer has option to choose pick up date (weekends and public holidays are excluded).
Q. What if I do not know destination post code?
A. If you do not know destination post code, please check with the receiver or contact us. Incorrect post code can cause transit delays and may incur unnecessary charges.
Q. How do I change or cancel a booking request?
A. Please email us at dtdcaustralia@gmail.com before 12pm on the same days for cancellation or change pick up date to avoid additional futile cost of $25.00 per shipment which includes failed or missed pick up such as shipment is not ready or no show of sender during pick up.
Destinations:
Q. Does DTDC AUSTRALIA deliver to PO boxes?
A. No, DTDC AUSTRALIA is unable to deliver to PO Box and full street address along with contact person name and phone number are required.
Restrictions:
Q. What are the maximum weight and size limits for a box?
A. Actual weight of the shipment and volume weight (size) of each box should be 30kg.
Please contact us at 1300 658 775 if you have boxes with over weight and size to provide you quote with additional charges.
Q. Are there any prohibited item I cannot send through DTDC?
A. Please click on this link below to find out details on prohibited item or restricted item:
https://dtdcaustralia.com.au/useful-information/prohibited-restricted- items/#.XcI4uVUzbZ4
Packing:

WHAT WE DO

Keep It Simple

Q. How do I prepare an international shipment?

A. Please pack your shipment in a card board box before hand it over to the pickup driver.

Generally, we do not recommend sending shipment in a suitcase or bag as no warranty protection on broken or damage outer wall of them.

Q. Does DTDC AUSTRALIA provide packing service or packing materials?
A. We do not provide packing or unpacking service and packing material in general.
We only can provide boxes If customer wants to pick up boxes from our depot/office with an additional cost of $10.00 per box.
Documentations:
Q. What documents are needed to accompany my shipment?
A. For sending documents: we sent email to customers with the attachment of consignment note to customers after every booking of them which needs to print out to affix on envelop.
For sending parcel: we send email to customers with the attachment of consignment notes, customs declaration form and all other forms as per the item and requirement for customs clearance purpose of destination countries after every booking.
Q. I do not have a print. Can I still use DTDC service?
A. We generally email all required paper work to customers by keeping with at least 2-3 hours window to get ready with print out of the shipment to send.
Customer also has option on selecting pick up date to booking at least one day prior.
We can request pickup driver to bring one manual consignment note with an additional cost of $10.00 in case no print arrangement can organise by customers for sending documents only.
Conditions:
Q. Will my parcel be opened for inspection?
A. all parcels may be subject to security screening. This may include the use of x-ray, explosive trace detection and other security screening methods. Please note that any shipment may be opened by government agencies (such as customs, border security or police). DTDC AUSTRALIA has no control over these requests.
Q. What are your full terms and conditions of carriage?
A. Please click on this link below to find out details about it before booking your shipment:
https://dtdcaustralia.com.au/wp-content/uploads/2016/10/Terms-and-Conditions- WEBSITE-FINAL.pdf
Q. Is my consignment covered by Extended Warranty?
A. Our standard liability for any loss, damage are outlines within our terms and conditions. Additional extended warranty can also be purchased.
Domestic: https://dtdcaustralia.com.au/wp-content/uploads/2014/12/CourierSure- Goods-in-Transit-PDS-MIP-QM3248-1012.pdf
International: https://dtdcaustralia.com.au/wp-content/uploads/2014/12/QM3099- 0513-Cargo-Single-Transit-Imports-Exports-Policy.pdf
After Ship/Tracking:
Q. Can you tell me when my shipment will be delivered?
A. Please track your shipment by visiting www.dtdc.com with provided tracking number and we also send you tracking updates from our After Ship for every of your shipment once it is sent.
Q. How can my customer re arrange a delivery of the shipment?
A. If the driver has attempted delivery and left a card, please contact us ASAP to arrange a redelivery with additional cost.
Q. How do I make a complaint?
A. Your satisfaction is of utmost importance to us. Please email us at complains@dtdcaustralia.com.au
Billing:
Q. Why did I receive two invoices for the same shipment?
A. When a shipment is sent duty-paid by the sender, charges for shipping and duties are split between two invoices.
Q. Where can I find the order number (consignment number) on my invoice?
A. Oder number (also called waybill or consignment number or tracking number) is located on the booking docket of DTDC and written in the invoice in its description area.
Q. How is price calculated?
A. Prices are based on the weight, volume, service, pick up and destination of your shipment.
Consignment may also attract surcharges for additional services.

Q. What is the volumetric weight and how is this calculated?

A. We calculate both the actual physical weight and the volumetric weight of your shipment.

The higher of the two determines chargeable price. To determine volumetric weight first calculate the volume of the package and then multiply this figure by the relevant conversion factor.

For Domestic shipment: (LxWxH)cm/4000. For International shipment: (LxWxH)cm/5000.

Please contact us by calling at 1300 658 775 or join in chat and send us email at sales@dtdcaustralia.com.au for any inquiry during office hours between 9am-5:30pm, Monday-Friday, except weekends and public holidays.

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Phone
1300 658 775

Location
18/35 Foundry Road Seven Hills, NSW 2147

Email
sales@dtdcaustralia.com.au

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