shipmehome

PO Box 7252 2015 Alexandria,
Phone: 1300 335 487
1300 335 487

Frequently Asked Questions

Ship Me Home Has The Answers!

SHIPPING A PARCEL

Booking

What type of service does Ship Me Home provide?
Ship Me Home provides a complete door to door service, we will collect your parcel(s) and send them to your nominated overseas delivery address in the most economical and fastest way possible.
How do I book a collection?
Simply enter your shipment details into our easy to use calculator and follow the prompts to book your shipment in for collection. If you are having any issues please contact us on 1300 365 487 and we will gladly assist you with your booking.
How long will it take to deliver my shipment to another country once it has been collected?
After entering your shipments details into our rate calculator you will be shown the transit time to your destination address. Please note this is only an estimation and does not include any possible delays that could arise due to delays with customs clearance in the destination country. Your shipment is fully trackable from the moment it leaves your hands until received at the delivery address.
Do I need a Ship Me Home account to send a package?
No account is necessary. You can book your shipment with our easy to use booking system and payment can be made with our secure payment gateway. For more frequent shipping it may save time to register for an account.
How do I know my credit card information will be secure?
Ship Me Home uses HTTPS – an internet standard communication protocal, which uses Secure Socket Layer (SSL), an industry-standard encryption technology to protect your credit or debit card information as it is transmitted over the Internet.
What if I don’t know the destination postcode?
If you don’t know the destination postcode, please check with your receiver or contact us. Incorrect Post Codes can result in a delay with your shipment and unnecessary charges.
How do I change or cancel a booking?
If you have already booked your shipment, please contact Ship Me Home as a matter of urgency.

Destinations

The online tool says my postcode/suburb is not valid, how do I make a booking?
If you are having trouble obtaining a rate please check the destination postcode matches the suburb. We are always here to help so please contact us on 1300 365 487 if you are having issues.
Does Ship Me Home deliver to PO Boxes?
No, Ship Me Home is unable to deliver to PO Boxes. A full street address is required.

Restrictions

Why do I need to provide the weight and dimensions of my parcel?
Exact weights and dimensions are needed to provide you with accurate pricing and ensure speed of delivery. If this information is not accurate you may be liable for additional charges once we check weigh and measure your shipment.
Are there items I cannot send with Ship Me Home? What types of goods are prohibited?
Ship Me Home provides a door to door delivery service for parcels and documents. The following list is a brief summary of restricted items. If you are unsure we strongly recommend you contact us to confirm if your parcel will be accepted. Failure to follow these guidelines can result in prosecution by the relevant Government Authorities and or fined.
• Hazardous or Dangerous goods
• Livestock, Bloodstock and living Creatures
• Precious metals, stones or jewellery, watches
• Antiques and objects of art
• Documents, money or valuable paper, certificates, passports
• Architectural models and prototypes
• Tobacco, Cigarettes and spirits
• Fire arms and other weapons and ammunition
• Perishable goods carried in a cargo space controlled by mechanical equipment
• Second hand items and items not in original packaging
• Furniture (not properly packed)
• Perishable foodstuffs
Which Goods are considered Dangerous or Hazardous Goods?
• Paints
• Lighters
• Aerosols
• Gas Cylinders
• Magnetic material
• Spillable (wet) batteries
• Lithium batteries
• Equipment including lithium batteries (Example – mobile phones, toys)
• Devices including lithium batteries
• Power supplies/power packs
• Camping equipment
• Electrical equipment
• Fuel tanks & fuel systems
• Containers holding liquids
• Containers holding chemicals
• Engines/spare parts

BEFORE YOU SHIP

Packing

How do I pack my shipment?
To protect your shipments from damage, delay and surcharges, please follow these guidelines when packing and labelling your freight for hassle-free shipping.

SHIPPING BOXES
• Choose a box in good condition and that is strong enough to hold the contents. Used boxes lose strength the more times they're used, so may not effectively protect your contents.
• Avoid boxes that are too big for your contents and require excessive padding. They risk getting crushed.
• Use proper sealing tape in a 'H' pattern on the top and bottom of boxes. Please consider strapping heavier boxes.
• Properly label all boxes on top so the barcode is flat and easy to see. Please include address labels (hand written is fine) showing full details of sender & receiver. Don't forget to remove any old labels.

SHIPPING WITH PALLETS
• Stack the boxes in columns to ensure maximum stacking strength and stability.
• Packaging should fit squarely on the pallet without any items hanging over the edge.
• Keep the top level surface flat, compact and stackable.
• Use strapping and/or stretch wrapping, including the pallet on the strap/wrap, to hold items in place.
• Place pallet labels clearly on the side and not on top of the pallet. Please include address labels (hand written is fine) showing full details of sender & receiver. Don't forget to remove any old labels.

 



IRREGULAR ITEMS
• If you need to send items in mailing tubes, use triangular mailers as they will sit flat on the conveyor belt, and will be processed faster.
• Check that your goods don't have any items hanging or sticking out that could cause damage to other shipments and that ample padding has been added to your freight.

 

We need your cooperation to transport your shipments safely and securely. Imperfect packaging puts your goods, other shipments and our Ship Me Home team members at risk.

Note that shipments must not contain any dangerous goods, doing so is against the law and carries with it severe consequences.

For more information on how to best label and package your consignments, please email jamie@shipmehome.com.au or call us on 1300 365 487

Documentation

What documents are needed to accompany my shipment?
All Ship Me Home shipments must be accompanied by a consignment note, package labels and a commercial invoice/customs declaration. Failure to have all documents available when our driver is collecting will result in delays to your shipment.
What is a consignment note?
A consignment note (also known as a bill of lading or airwaybill) is the central document accompanying your Ship Me Home. It provides all necessary information to ensure fast and professional handling of your shipment, such as origin and destination address, contact details for both the sender and receiver and other important data. A consignment note will be emailed when you book your shipment with Ship Me Home.
I don’t have a printer. Can I still use Ship Me Home’s service?
Yes. If you do not have a printer we are able to mail you the consignment note. Please contact us to arrange your shipment if you do not have a printer and we will be more than happy to assist.

Conditions

Will my parcel be opened for inspection by Ship Me Home?
All cargo exported from Australia is subject to being security screened which may include, but not limited to: Physical inspection, x-ray, explosive and trace detection and other security screening methods. Please note that any shipment may be opened by Government Agencies (such as the Australian Border Force) while in the care of Ship Me Home or its contractors. Ship Me Home has no control over these requests.
What are your Terms and Conditions of Carriage?
View our Terms and Conditions.
Is my consignment covered by Extended Warranty?
Our standard liabilities for any loss, damage are outlined within our Terms and Conditions. Each consignment is covered by Extended Warranty up to the value of AUD $1000.00
Our Extended Warranty is simple, we agree to deliver the goods in the same condition that the goods were delivered to us. If the goods are lost whilst in our care we will pay you the value of the goods to the amount of Extended Warranty, or if the goods are damaged whilst in our care we will pay you the reasonable cost of repair up to the amount of Extended Warranty. The Extended Warranty is for physical loss or damage and does not include consequential loss.

 

Extended Warranty Exclusions
• Extended Warranty is only for physical loss or damage. We are not liable for any form of consequential loss. Extended Warranty does not include failure to deliver the goods or damage to the goods caused by mechanical derangement or latent defect.
• Ship Me Home does not offer any form of Extended Warranty for goods it describes as “restricted”, for example, dangerous goods. A full list of such items may be found on our website
• International shippers should be aware that certain countries and goods are excluded from our Extended Warranty. Countries and goods subject to such exclusion are listed on our website
• The packaging of goods is the sender’s responsibility. Care must be taken as incorrect packaging may void any claim in the event that the goods are damaged.
All other liability to you - Services are supplied at your risk. You bear the risk of loss or damage to the goods, unless we have agreed to extend the warranty for carriage of the goods, in which case we are liable to pay you only up to the limit of the Extended Warranty.

AFTER YOU SHIP

Tracking

How can I see the current location of my shipment?
You can check your shipment at any time using the tracking page.
Can you tell me when my shipment will be delivered?
To find out if your shipment has been delivered, who signed for it and other tracking information just type in your Ship Me Home consignment number on the tracking page.
How do I make a complaint?
Your satisfaction is of utmost importance to us. Please contact us to submit a Complaint form.

Billing

Why did I receive a second charge for the same shipment?
It is of the upmost importance to always declare the correct weights and dimensions when booking your shipment. All shipments are check weighed and measured and if a discrepancy is found, additional charges may be billed for under declaring your shipments size.
How are prices calculated?
Prices are based on the weight, volume, service and destination of your shipment. Consignments may also attract surcharges for additional services
What is the volumetric weight and how is this calculated?
We calculate both the actual physical weight and the volumetric weight of your shipment. The higher of the two determines the price. To determine volumetric weight, first calculate the volume of your package and then multiply this figure by the relevant conversion factor. To calculate the volumetric weight for these types of shipments (chargeable weight) multiply the Length (L) x Width (W) x Height (H) in centimetres and divide by 5,000. The international calculation is based on 200kgs per cubic metre. Please note that Ship Me Home charges the higher of the actual or volumetric weight.

Making A Claim

What should I do if my consignment is lost?
Your satisfaction is of utmost importance to us. If you believe your consignment has been lost please contact us to submit a complaint form to initiate the process to locate your items.
What should I do if my consignment is damaged?
Your satisfaction is of utmost importance. If your consignment has been damaged in transit, please contact us to assess your claim.
If my item is damaged, who is entitled to make a claim?
The claimant must be the person who booked the shipment. To support your claim, you may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging should be available for inspection at the delivery address. Ship Me Home may also require proof of the value of the item(s). This information should be included with your claim.
What is the claims process?
Please contact us regarding your claims through our contact form.
Within what timeframe do I have to report a lost or damaged consignment?
In order to allow your claim to be processed you must immediately contact us and send written notice of your claim within 14 days of the date that the cause of action giving rise to the claim arose (Notice Period).