FREQUENTLY ASKED QUESTIONS(FAQ’s)
Q.) How this system works?
We have provided the steps to follow to be able to use this service. You can use any website in Australia for your online shopping as long as they offer delivery within Australia. Before you finalise your shopping you need to book your delivery from Australia to India and you need to provide the consignment number you got from DTDC Australia to your online retailer. When you finalise your shopping, you must provide our office address as your delivery address in Australia with the consignment number you got from DTDC Australia.
Q. What if my shipment weight is more that what I have booked in DTDC Australia website ?
No problem at all and in fact we expect that you can not be accurate with the weight and dimensions when you have not seen the item. You can book this delivery with the weight and dimensions that you can think of and that is not a problem with us. We are going to check the actual item dimension and weight once they arrrive in our Sydney depot and we will ask for additional payment or issue a refund if weight and dimension is not correct. You will only pay for the weight and dimensions of the actual item.
Q. I do not know the dimensions of the item- does it really matter ?
Yes, it does. Chargeable weight is the greater of the dimensional weight and actual weight. Dimensional weight is calculated by multiplying the 3 sides (measured in centimetres) of a packed item and then you divide that by 5000 will give you dimensional weight or volume weight. If the volume weight or dimensional weight is 5 kg and actual weight of the item is 2 kg we will charge you for 5 Kg in that case.
At the time of booking with DTDC Australia, we do not expect you to know the dimensions of the item so you can book as per the dimenson you know however DTDC Australia will charge you greater of the dimension weight and actual weight when your shipment arrive in Sydney.
Q. I have provided your address for Delivery to my online retailer but I have not booked shipment with DTDC Australia yet. What now ?
First of all DTDC Australia will not be responsible for any loss or damage of the shipment that you are expecting to be delivered to our address in Australia office. In this circumstances there will be an admin fee of $25 will apply to locate the shipment in our depot in Australia. If you have more than one item with this incomplete address every item will be subject to an admin fee.
Q. If there is any loss or damage what we can do ?
If there is any tampering or damage from your retailer we will report it you before we move this shipment from Australia. We can not be responsible for any loss or damage that was reported to you at the time we received the shipment. We are unable to communicate with your retailer at any stage such as this and we will leave this with you to resolve. We can hold your shipment for up to 30 days in Australia for free of charge.
You can buy insurance coverage for loss or damage from our website at the time of booking only and it costs you $12.50 for the value of $500. Minimum coverage you can buy is for $500 and you can choose to buy coverage up to $4000 and will cost you $12.50 for each $500 coverage. Your coverage only begins from the day we have your shipment in our depot.
Q. We need to get the shipment delivery within certain date. Can you expidite the delivery ?
That depends on the status of the shipment. If your shipment is already in our depot, we can offer a solution at that point with additional charges based on the requirements. You can contact us after you finalise the booking on our website in case you need to upgrade from standard service to express. There will be additional charges for that depending on the chargeable weight and delivery postcode in India.
Q. Can DTDC in Australia do a Pick up?
) No. This is specially designed for Online shoppers from Australia and drop off in our depot with booking made prior to drop off however if you follow the process described above you can drop off or courier your shipment to the address provided and pay the same charges. This service is only available for shipment up to 10 kg.
Q.If youbook more than 1 item from different online retailers in Australia, then how does it work?
If you shop online we can consolidate upto 5 shipments within 15 days or your booking with DTDC Australia. In our office in Australia we will put together all the parcels booked by you from different e-commerce sites and will deliver it to you in Nepal as long as we receive all of them within 15 days of booking with DTDC Australia. We also require a written notification that you have multiple shipment to be consolidated and consolidation charge of $15 will required to be paid.
Q. What If 15 days is not enough?
AUD $10 for the shipments per week after 15 days will be charged for storage.
We cannot hold your shipments more than 4 weeks after 15 days.
After 4 weeks time we will forward the parcel to Nepal. We will not be waiting for any pending parcel to arrive in our address in Australia.
Q. What are the items which are not included in this system?
These are the following list of items not included in this system:
Heavy Shipments over 10kgs, Medication(Any kind of medicines,Ayurveda), Any kind of battery or battery items not allowed, Any kind of Liquid/Liquors, Aerosole products, Inflammables, Jewellery, Currency, Curio and food items.
Q Who will pay any duty or taxes or any Quarantine Charges?
When you book with DTDC Australia you agree with our Terms and Conditions and part of the agreement is that you agree to pay any duty, taxes or charges at destination.
If the value is over Rs.25000 then additional charges will be applied.
If the value is above AUD1000, formal clearance charge will be applied.
Proof of Purchase will be required if the value of items exceeds Rs. 25000 or 800 AUD.
Q. Can I change the delivery address?
A.) Yes, you can change the delivery address but an additional charge of AUD $9.99 would be levied for changing address.
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