Frequently asked questions

How can can we help you?, you'll find answers to many of your questions here.

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Why have I got a charge on my credit card?

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Why have I got a charge on my credit card?

When your shipment is booked online via our web portal the price quoted is an estimate only. Your freight will be reassured, reweighed by the carrier to determine the correct shipping weight. If the carrier determines there is a difference between what was declared and what the carrier measured, you will be charged based on the carrier determined shipping weight.

You may also have been recharged based on things like:

MHC (Manual Handling Charge) This is where the carrier had to manually handle your freight. 

TNT MHP is based on:

Manual Handling Processing (MHP) Fee

Will be charged per item on items which are not compatible with TNT's sortation system and require manual handling due to size*, weight**, fragility (including glass), poor packaging (including where the parcel is unstable due to poor weight distribution) or unusual shape (including tubes, flat pack items) and dangerous goods.


* Length <200mm or="">1200mm and/or</200mm>

Width <100mm or="">600mm and/or</100mm>

Height <15mm or="">800mm and/or</15mm>

Diagonal Length >1200mm


**Weight <250g or="">30kg</250g>


*** A MHP fee will be charged for an item in addition to any other applicable surcharge for the consignment, including oversize surcharge and dangerous goods' surcharge. The MHP Fee will apply per item to each and all items consigned under the same consignment note where that consignment contains dangerous goods, including any non-Dangerous Goods items consigned under that consignment note.  (Dangerous goods consignment notes are to contain dangerous goods items only.)  


N.B TNT branded satchels travelling on a TNT Domestic Priority service (this includes 9:00 Express, 10:00 Express, 12:00 Express and Overnight Express) are exempt from this fee. Items shipped using a TNT branded satchel must be contained within the satchel and sealed. Note that satchels can not be used for dangerous goods or fragile items.


StarTrack MHP is based on:

Manual handling surcharge for Road Express service

As you know, consistent with standard industry practice, we levy a per item surcharge for manually-handled items. We’ve reviewed the application of this surcharge and it will now apply consistently across all customers. The result is a removal of the exemption that currently applies to your account.

From 1 November 2019, a manual handling surcharge will apply to any parcel that requires manual handling as assessed by us, including but not limited to:



Actual weight of more than 20kg


Exceeding 117cm


Exceeding 60cm


Exceeding 60cm


Anything packed in a drum, tube, cylinder or wooden crate, flat packs or freight containing liquids, nails, magnets, or glass


Generally, freight consigned on pallets (and for delivery on pallets) will not attract the manual handling surcharge.

Introduction of manual handling surcharge for Premium service

From 1 November 2019, we’re introducing a per item surcharge for manually-handled items sent using our Premium service. This is consistent with standard industry practice and is in line with other Australia Post Group services.

A manual handling surcharge will apply to any parcel that requires manual handling as assessed by us, including but not limited to:



Actual weight of more than 22kg


Exceeding 100cm


Exceeding 60cm


Flat packs (with a width of less than 5cm), cylindrical-tubes or items liable to roll off conveyor belts


Generally, freight consigned on pallets (and for delivery on pallets) will not attract the manual handling surcharge. 


Hand Unload or Hand Load: This is where your freight had to be handled by hand to pick up or deliver your freight.

Tail Lift: This is where the carrier had to use a tail lift to have your freight delivered as there was no forklift on site to unload your freight from the carriers truck

Attempted Delivery: This is where the carrier attempted to deliver your goods but was unsuccessful. 

International Pallet USA 1.2L x 0.8W up 1.44H and 1200kgThis is where your goods have been redelivered to the receiver as the first attempt was unsuccessful.

PO Box Surcharge: This is charged by Startrack for delivering goods to a PO Box.

Tolls: Sometimes carriers have to use tolls to get your goods delivered. If they do then they may pass the costs back to the shipper.

Residential Surcharge: This may be applied at pick up or delivery and is an extra cost associated with goods going to or from a residential address.

A residential address is any address:

  • Where the primary function of the address is not a business.
  • Where the delivery address is in a residential area.
  • Where the driver deems a delivery to be a residential delivery.

Oversize Surcharge: Some carriers charge additional charges for oversized goods. We try to capture most of these at the time of booking but sometimes they can slip through the net. Especially if your shipment is reassessed or reweighed by the carrier to and is found to be different to what was booked. When this occurs you will be recharged for this surcharge.



Why did the carrier not leave the shipment when it had an Authority To Leave (ATL)?

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Authority to leave (ATL) gives the carrier the right to leave your shipment at the delivery address with no signature. However if the driver deems that the freight can not be safely left they may opt to take the goods back to their depot. The ultimate decision if the freight can be left or not is up to the driver.

How can I cancel a connote?

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Any consignment that has not been picked up, attempted to be picked up or invoiced can be cancelled. If you are an account holder you can cancel a connote by opening your booking and selecting cancel.

If you are a cash or PAYG shipper you can simply call 1300 10 11 10 or reach out on chat and we can cancel and refund your shipment in accordance with our refund policy here:

What happens if I can’t print off the necessary paperwork ?

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Printed documents and paperwork are essential for all shipments and deliveries. All paperwork supplied by Couriers and Freight must be attached to the shipment – without it a manual connote charge may be applied. You are responsible for printing off paperwork submitted via email or through our booking system. If you don’t have access to a printer or are unable to print off paperwork, you will need to print off documents elsewhere (via an Officeworks branch or local post office, for example). Alternatively we can reschedule the pickup provided sufficient notice is given.

How do I cancel a booking?

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If you are a one off shipper please call 1300 10 11 10 to cancel your shipment and organise a refund.

If you are an account holder you can cancel your shipment from your members portal or call 1300 10 11 10 and one of the team will do this for you.

How much will I be charged?

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This will depend on what you are shipping, where it is going to and from. Use our quote tool to get an estimate of your charges.

When will I be charged?

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If you are paying by credit card Couriers and Freight will charge you at the time of booking. 

Why do you charge a 3% credit card transaction fee when visa charge 1.95?

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Couriers and freight charge 3% for manual books and 2.5% for online bookings and payments. These fees cover the transaction costs and the back office costs.

Where is my shipment?

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If you have booked your shipment via the Couriers and Freight platform you can track your shipment here.

Things to keep in mind:

Not all carriers offer live tracking. If you can't see your tracking on our tracking page you can try the carriers page directly and if that fails call 1300 10 11 10 or reach out on chat and our team will help find your shipment.

Do you ship food internationally?

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TNT/FedEx are currently not shipping any food items globally

We can ship perishables, food, milk products via air freight or sea freight. User our quote tool or call on 1300 10 11 10 to speak to one of our shipping experts.

Dangerous Goods

Do you ship dangerous goods?

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Yes we can ship most dangerous goods. However you must be pre-approved with us to do so. We do not allow any dangerous goods shipment via our web portal for one off shippers. You must call the office to book this.

Not all dangerous goods can be shipped. To find out more about our dangerous goods shipping policy please call 1300 10 11 10 or find out more here.

Can I ship second hand engines?

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Not all carriers will accept second hand engines. Unless the engine is cleaned and purged your goods will be classified as dangerous goods. As with all dangerous goods there are surcharges and processes associated. To find out more click here.

Can I ship alcohol internationally?

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TNT/FedEx are currently not accepting any international alcohol shipments. We can, however ship alcohol internationally via DHL and UPS.

Can I ship lithium batteries?

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Some lithium ion batteries can be shipped  domestically and internationally, but some cannot. If you are unsure please view our battery information page here to find out more.

  • Lithium ion batteries contained in equipment like Laptops, tablets, mobile phones and cordless drills can be shipped via air and road services. You must fill in the lithium battery declaration that  accompanies your shipment.

  • Lithium ion batteries not contained in equipment such as spare batteries for power tools, mobile phone spare batteries and spare laptop batteries can only be shipped via sea or road. They also may not travel via air unless shipped as a dangerous goods shipment.


What is a HS code for international shipping?

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'HS' stands for Harmonised System or, in its long form, the 'Harmonised Commodity Description and Coding System'. Developed in 1988 by the World Customs Organisation (WCO), HS Codes are typically 6- to 10-digit figures that all goods require for international transport.

HS code or Harmonised Commodity Description and Coding System was developed by the (WCO) World Customs Organisation and is a standardised numerical method of classifying traded products for global trade. HS codes are required for all international shipping and are usually 6 to 10 digit figures. Use this HS and harmonised tariff code list lookup tool:

What is the difference between DDP and DDU?

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Delivery  Duty Paid (DDP) is term that is frequently used in international  shipping. DDP means that the shipper or seller is responsible for all  charges relating to the goods to be delivered to an agreed place. It indicates that the shipper or seller must cover duties, import  clearance, and any taxes.

Delivered  Duty Unpaid (DDU) is the most common method of shipping goods globally. DDU means that the shipper or seller handles the safe arrival of goods. Yet, the receiver or buyer handles duties, import clearance, and any taxes.

What is a Master Airway Bill?

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MAWB stands for Master Air Waybill. The document is issued by a carrier to a freight forwarder upon receiving a shipment to be delivered to a named location as agreed in the shipping terms.

What is the difference between House Airway Bill and master airway bill?

Upon receipt of goods from a freight forwarder the main carrier will issue the Master Airway Bill (MAWB) to the freight forwarder as per the agreed terms.

What is a bill of lading?

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Bill of Lading or B/L or BoL is a legal document issued by the carrier and states the agreement between the shipper and the carrier. It also details the cargo in the shipment, the ownership of that shipment and the receiving parties.

On pick up of the freight the carrier signs the bill of lading. This signature confirms the goods have been collected by the carrier. When the goods are received the consignee (receiver) signs the document to confirm that the goods have been received as described in the bill of lading.

The bill of lading accompanying a shipment is signed by the carrier when it picks up the shipment. The signature acknowledges that the shipment is on board with the carrier, whether it’s truck, rail, air, or ship. When it’s signed by the recipient, often referred to as the “consignee,” it confirms that the goods were received as described on the bill of lading. It also serves as proof of delivery.

The Bill of lading includes

  • Purchase order and/or account number/ reference

  • Shipment date

  • Shipper’s (Consignor) name and address

  • Recipient’s (Consignee) name and address

  • Notifying Party

  • Port or Loading

  • Place of delivery

  • Vessel Voy

  • Number of units being shipped

  • Description of what’s being shipped

  • Declared value of goods being shipped

  • Shipment packaging – cartons, crates, pallets, etc.

  • Notation if a product in shipment is a department of transportation hazardous material, which has special requirements

  • The national motor freight classification (known as NMFC) for items being shipped

  • Exact shipment weight

  • Pickup or delivery specification

What is a commercial invoice?

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The key to a smooth customs clearance is ensuring you have completed the commercial invoice.This document is one of the most import documents in international shipping. Whether using an international, air freight or ocean freight courier this document is a legal document and serves a proof of the sale between the shipper and the receiver.

What is the minimum requirement for sea freight?

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There is no minimum weight or dimensions for shipping sea freight. However shipping smaller items is usually cheaper via international courier. The break even point is around 100kgs where it starts to becomes cheaper to send sea freight compared to air freight.

Do you offer sea freight?

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Sea freight is a very economical way of shipping goods if time is not an issue. Couriers and Freight are a dedicated Freight forwarding team that deals with FCL and LCL sea freight movements. If you would like to find out more call 1300 10 11 10 or get a sea freight quote here.

What paperwork is required for international shipping?

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Non-document shipments are classified as dutiable by customs due to their monetary value – meaning duties and taxes will usually need to be paid as a condition of entry upon arrival at the shipment’s destination country. All non-document international shipments must have a relevant consignment note attached and commercial invoice filled out accurately, otherwise it is likely to be held up at customs, which will then delay delivery. Each country has different customs laws, so it’s important to research these or enquire with us or your carrier beforehand. This ensures that you are aware of any fees you may be liable to pay.

I did not receive my shipping label

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If you are a one off customer our system will email you a copy of your invoice along with your shipping labels. If you have not received these within 5mins please call 1300 10 11 10 and the customer service team will resend them.

If you are an account holder, which includes PAYG and Invoice, your shipping labels can be found by accessing the booking in the bookings tab.

Pick up and Collection

Where can I drop my freight to?

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As we are a broker we do not have a depot where you can drop freight off. However you may drop your freight directly at the carrier's depot. Keep in mind you can only drop fright to the depot of a carrier that you have booked with. So TNT can only go to a TNT depot for example.

Can I collect from goods from the nearest depot?

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As we are a broker we do not have a depot that you can collect your freight from. However you may collect your freight from the carriers depot.

What do I do if my freight does not get collected?

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Most carriers collect in the afternoon between 12.00pm and 18.00pm. Usually they require a collection window of around two hours. Carrier cut-off times differ depending on the suburb, postcode and service provided.

On rare occasions the carrier may run out of time or miss a pick-up. In this instance we will investigate immediately to find out the reason behind non-collection and rebook the collection for the next available slot. If your freight has not been collected please let us know as soon as possible. Notify us by telephone on 1300 10 11 10 or via email, stating your connote and booking details. We will then investigate at rearrange collection on your behalf.

Where is the driver to pick up my freight?

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Most carriers do their pick ups in the afternoon and require a 2 to 4 hour window to do so.

At the time of booking the carriers provide us with a pick up request ID. This ID can be used when speaking to the carrier to see where the driver is. Without this number the carrier will not be able to find your shipment. Simply call the carrier and quote that number and they will give you an update. Or simply call 1300 10 11 10.

How can I cancel a pick up?

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Cancelling a pick up from a carrier or to change or update a freight collection can be handled two ways.

To change, cancel or update a freight collection use the following two options:

Option 1:

Call 1300 10 11 10 and quote your booking or connote number. The customer service team will then cancel or amend you pick up request.

Option 2:

If you are an account holder you can use your carrier pick up request id. Call the carrier and change or cancel the pick up by quoting that id.

If you notice no pick up ID that usually means the carrier has not accepted the pick and you will need to call customer service to arrange a new collection.

Can you collect from a residential address?

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Yes we can collect from a residential addresses. Most collections of this kind take place in the afternoon and require a four (4) hour pick up window.

Can I get a collection in the morning?

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Most carriers do their collections in the afternoon and deliveries in the morning. It is recommended you request a pick up of your freight from 11am onwards and allow for a collection window of four (4) hours or more. This gives the drivers plenty of time to collect your freight.

For same day, express couriers and taxi trucks you can book a collection from any time past 7am. Again make sure you have a collection window of up to 4 hours.


What is the difference between the standard and premium warranties?

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The standard warranty and premium warranty provided by Couriers and Freight differ notably in their coverage and claim payment structures. Under the standard warranty, shipments are covered for a fixed claim payment of AU$100.00, while the premium warranty provides coverage based on a percentage of the insured value, capped at $500. Additionally, the warranty cover exclusions vary slightly between the two warranties, with the premium warranty extending coverage to musical instruments but excluding motor vehicles and poorly packed items, among others. These distinctions highlight the tailored nature of each warranty, catering to different needs and preferences within the customer base. For full details, see:

How can I dispute a recharge?

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Sometimes carriers get it wrong, and when they do we are here to help you. To dispute a recharge please call 1300 10 11 10 and speak to our accounts team or access our claims form here.

Carriers and Services

Which TNT service s offer a tail lift option?

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TNT offers two types of tail lift services, 717B and 717.

717B which is called technology express or sensitive express is for any shipment that requires a tail lift service at pick up or delivery.

717 is a premium service that includes tail lift and two man team. Although a price may be provided online this is an estimate only. The carrier will need to quote the service to ensure the goods can be delivered by this service.

Which carriers offer same day delivery?

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Same day Delivery can be across town or across Australia. Here is a list of carriers that offer same day services:

Couriers Please Same Day Metro

Allied Express 

Capital Transport

TNT Time Critical

StarTrack Next Flight

What is the difference between express and economy for Toll?

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The only difference between express and economy with Toll is the transit time. Economy is a general service while express is a more premium service.

If I am shipping a pallet, what service do I use with TNT?

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When shipping pallets with TNT you can choose either:

  • Road express for your less urgent pallet shipping.
  • Technology Express for your pallets that need special handling and a tail lift service
  • Overnight express for when your goods have to be there the next day.
  • Overnight by 9am or 10am: When your pallet has to be there the next day by a certain time.
  • International Express and Economy Express. For when you are shipping pallets internationally.

What is the difference between Allied Gold, Exclusive, VIP and Normal Services?

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  • Allied Gold service: Picked up by the first available drier and delivered straight to the delivery point.
  • Allied Executive Service is picked up and delivered within 1 to 1.5 hours from booking.
  • Allied VIP Service Is picked up and delivered within 2 to 3 hours.
  • Allied Normal Service is picked up and delivered within 4 to 5 hours.


What is the maximum weight an item can be before it needs to be on a pallet?

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The health and safety of delivery drivers is important. Any item that is over 35kg should be placed on a pallet or skid. Any item that can not be safely lifted and moved around by one person needs to be placed on a skid.

This may include:

Items that have a cubic weight over 35kgs.

Items greater than 2m.

Items that have two sides exceeding 1.2m and 0.6M.

Items that can not be carried safely due to their shape.

When you have more than 5 items to be collected or delivered at one time where the combined weight or cubic is 100kgs and above.

What is are the dimensions of a standard pallet?

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Consolidating your freight onto a pallet is an efficient way to get your goods moved domestically or internationally safely.

Depending on the mode of shipping and the country you are in will determine what a standard pallet is. 

Here is some standard Pallet sizes:

Skid: 1.2L x 0.90W x 1.2H

Quarter Pallet: 1.2L x 1.2W x 0.60H / Capacity 250kg

Half Pallet: 1.2L x 1.2W x 1.0-1.2H / capacity less up to 500kg

Full Pallet: 1.2L x 1.2X x 2.0-2.4H / Capacity up to 1000kg

Double Pallet: 2.4L x 1.2W up 2.0H and 2000KGS

International Pallet EU: 1.2L x 0.8W up 1.44H and 1200kgs

International Pallet USA: 1.2L x 0.8W up 1.44H and 1200kgs

International Pallet Asia: 1.1L x 1.1W up 1.5H and 1000kg



What is the maximum weight for loose freight?

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Ideally the maximum weight of a loose item is 35KGS. Anything above this should be placed on a pallet or skid.

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1. Defintions

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1.1 Carrier means Freight Online Pty Ltd ABN 50 131 492 576 (Freight Online), all related companies to Freight Online, and subcontracted by Freight Online, and all persons engaged or employed by Freight Online to provide transportation services. 1.2 Customer means the person with whom the Contract is made and includes Cash Customers, Pre Paid Customers, PAYG customers, Invoice Direct Debit Customers and Invoiced Account 7 Days Customers. 1.3 Cash Customer means a customer who pays for the Services with a credit card upon requesting the Services. 1.4 Invoiced Account 7 Days Customer means a customer who is issued with a Tax Invoice for the Services by the Carrier. 1.5 Pay As You Go Customer means a customer who has an account with the Carrier and pays for the Services with a credit card upon requesting the Services. 1.6 Pre Paid Customer means a customer who has a pre-paid account with the Carrier. Upon requesting the Services, their account is debited. Once the account falls below $20 in credit, it is automatically recharged.
1.4 Invoiced Direct Debit Customer means a customer who provides a credit amount into their account with the Carrier. (7 days after the Carrier sends them a Tax Invoice for the Services, their account or nominated credit card is debited). Services are restricted once the credit amount is reached.
1.3 Goods means the items accepted from the Customer, together with any containers, packaging or pallets supplied by or on behalf of the Customer. 1.4 Services means all the services provided by the Carrier in connection with the Goods including, but not limited to the carriage, transportation and storage of the Goods.