Need an answer in a hurry? Here are the most common questions from both new and seasoned Shiip customers
The price to send your shipment with Shiip is based on the distance, size of your delivery and service required. Additional charges may apply for returns, or additional requirements.
Find out how to simply obtain an estimate through Shiip here ! Generating an estimate using the Shiip Platform – Shiip Knowledge
Shiip provides you access to various same-day carriers, which means even more coverage options!
Many of our carriers have different limits on weight and dimensions, so it important to always enter accurate shipment details when creating a shipment to ensure the most appropriate carrier is allocated.
The weight and size will determine the type of vehicle required to complete your delivery, may that be a motorbike, car, van, wagon and more!
For the health and safety of the drivers, all our carriers do have limits when it comes maximum weight.
Shipments considered heavy (16kg or heavier.. this number does vary between carriers). Drivers in the network do have the option to pass on such deliveries as they may not have the capability such as physical strength to handle.
If it fits in a car we can deliver!
You can cancel shipments easily.
Simply select the consignment > select Actions > select Cancel Consignment
To learn more about how to cancel a consignment via the Shiip platform, check out our Cancelling a consignment guide here! Cancelling a consignment – Shiip Knowledge
Yes Shiip is all about fast, On-Demand, Same Day delivery!
When placing your booking, you will be provided a choice of services available; 2-Hour, 3-Hour, and Same-Day.
Our Shiip platform will automatically allocate your delivery job to a carrier once placed.
The carrier allocated to the job will depend on time, availability, location and further requirements that may be needed.
Absolutely!
If your customer requires delivery to be scheduled in a fixed time window:
Under the section titled Additional Details check the Scheduled delivery box.
Next, fill out all necessary details including the delivery window start and end date, start and end time, as well as the schedule delivery reference if applicable.
If you need to just simply schedule in a collection for a future time or date:
When creating a booking, under the section titled Transit Details, select Requested Collection Date.
This will populate a calendar where you can choose a future date.
Be sure to also select the time on the right hand side specifying when the shipment will be ready for the driver to collect from the premises.
Yes!
You have access to the Shiip platform 24/7 to place bookings and monitor shipments.
Shiip provides you access to a wide range of the best On-Demand, Same-Day carriers, whom facilitate deliveries after hours and weekends ensuring you meet your customer expectations every time!
Sure does!
Select Estimator from the top navigation menu.
The Freight Estimator will appear.
Here you will simply add in sender, receiver and good details for an estimate to populate.
Please ensure correct dispatch date is noted as prices and options may vary depending on availability.
To learn more about generating an estimate check out our How to create an estimate on Shiip! guide.
Additional charges may apply depending on the stage of the booking.
There will be no additional charge for cancellations made prior to a driver being assigned to the job or the courier being on route to the pick up location.
Additional charges may be applied to cancellations when driver has been assigned and accepted the job.
The following items cannot be sent:
Please note there are restrictions on hazardous materials and dangerous goods. Dangerous goods must be declared appropriately. Only selected carriers whom accept DG items will be allocated to bookings containing dangerous goods. Acceptance is subject to the goods quantity and what is considered “Exempted Small Quantities” as defined by the Australian Dangerous Goods Code.
It is best to nominate the concierge, front desk / reception or mailroom if occupied.
Be sure to make note in Special Instructions authorising nominated location to accept delivery on your behalf and provide notification to driver of instructions.
You can speak to our friendly Shiip customer service team on 1300 074 447
Select the consignment you wish to lodge a case on.
Once you have chosen the consignment, select Actions, then Connote Enquiry.
A new screen will appear once you select Connote Enquiry. Here you will select the enquiry type that most relates to your question.
This may be Late delivery, Other, Redirection, Return Freight, or Tracking Enquiry.
Next, in the comments, you are able to be more specific on the type of enquiry you are lodging and what details you require assistance with.
Once you have completed writing your comment click on Submit Enquiry.
Once submitted, you will receive a notification on the bottom right of your screen to advise you that the query was successfully submitted.
Shortly after you will receive an email with your Query number notifying case has been successfully lodged and one of our friendly customer service representatives will get back to you shortly.
Yes you can!
When placing a booking which contains alcohol, under the section titled Additional Details select Restricted Goods.
Once you have selected Restricted Goods an additional pop-up will display a range of restricted items. From the list select Alcohol.
Health and safety is a main priority for Shiip so this means the delivery of alcohol will be delivered to only the intended recipient.
ID check of the recipient will take place at the time of delivery to ensure they’re over 18 years old, not intoxicated, and not leaving alcohol unattended at a delivery address.
Please note if any of the below occur at the time of attempted delivery, the driver will return the order containing alcohol to the pickup address:
Of course! There will be times when items are not ready for dispatch straight away as they need to be picked and packed, or you require the items to be collected at a later date to meet customer request. If this is the case simply request a collection date.
When creating a booking, under the section titled Transit Details, select Requested Collection Date.
This will populate a calendar where you can choose a future date.
Be sure to also select the time on the right hand side specifying when the shipment will be ready for the driver to collect from the premises.
Start off by simply selecting the consignment number you would like to know the ETA (estimated time of arrival) for.
Under section titled Tracking Details, find the Estimated Delivery date and time on the right hand side.
If for any reason an ETA is not visible for a consignment, call our customer service team on 1300 074 447 and we will follow up with the carrier for you!
Reassigning a consignment means to cancel a job with the current carrier and rebook in with an alternative carrier.
The reason for this may be due to the current assigned carrier not being able to meet SLA timeframe of the job requested by customer.
Cancelling a consignment means to withdraw job from current carrier with no intention to rebook with an alternative carrier.
The reason a job may be cancelled is due to customer cancelling their order with merchant.
Yes!
ATL requests can be noted when generating a booking on the Shiip platform.
Under Additional Details, tick the Authority to leave goods check box.
You may note further instructions in the comments box underneath such as the specific location for goods to be left.
If you would like to request ATL on a shipment that has already been booked or dispatched, you can request this by calling our customer service team, sending through a query, or contacting the allocated driver directly if applicable.
Please note, if the driver does not believe there is a safe place for the shipment to be left at the time of delivery, the parcel may be returned to sender if no one is home.
If a recipient is unavailable or the location is closed when a driver arrives at a delivery location, the next steps depend on whether you’ve selected Authority to Leave (ATL).
If Authority to leave goods was granted on the booking, the driver will leave the order at the delivery location unattended and in a safe place.
Please note it is up to the driver’s discretion if they believe there is an safe and appropriate location for the parcel to be left at the destination.
If no authorisation to leave goods is provided, the driver will attempt to contact the recipient. The recipient may provide verbal or written instructions to the driver on how to proceed with delivery. This may be authorising the shipment to be left under ATL, redeliver at the a later time, or return item.
If the driver is unable to in contact with the receiver, the driver will book a return and have the consignment returned back to sender.
There will be additional charges if a return or redelivery is required.
Yes. Creating your booking on Shiip is completely customisable!
Scheduling a delivery at a specific time is as easy as checking the Schedule Delivery box under the section titled Additional Details and inserting your delivery preferences.
If there any additional delivery instructions required for the driver to specify location at delivery premises, simply insert in the Special Instructions comments box located under the ection titled Additional Details
Shiip does not retain any customer information.
The customer order information is retained for audit purposes up to 6 months.
Bookings for Same-Day delivery can be processed at the latest 5pm; However the earlier a consignment is booked, the better the chance of availability!
Contact our customer service team so we can reach out to the carrier!
Depending on the location of the new requested address, we can request if the current driver can reroute to deliver to the new location.
Please note there will be an additional charge for a redirection.
If the current driver cannot deliver to new requested address, the consignment will be returned to sender and a new booking will need to be generated.
Please note there will be an additional charge for a consignment to be returned to sender.
Please contact our customer service team on 1300 074 447 or via email enquiries@shiip.com.
Please provide as much detail as possible regarding the severity of damages, and also photos.
Our customer service team will lodge on investigation, checking the condition of the package photographed at the time of delivery, check proof of delivery and consult with the carrier and driver.
The Shiip representative will get back to you with an outcome as soon as investigations are complete!
Yes!
Shipment statuses are updated in real time keeping you informed throughout the whole process!
Know when your shipment has been booked, assigned to a driver, collected, on route to destination drop-off point and so much more.
Shiip makes delivering an easy and seamless process, providing visibility over the whole progress of your shipments from dispatch to delivery!
Follow the along the shipment journey
Yes.
When placing a booking which contains tobacco, under the section titled Additional Details select Restricted Goods.
Once you have selected Restricted Goods an additional pop-up will display a range of restricted items. From the list select Tabacco .
Health and safety is a main priority for Shiip so this means the delivery of tobacco will be delivered to only the intended recipient.
ID check of the recipient will take place at the time of delivery to ensure they’re over 18 years old.
Please note if any of the below occur at the time of attempted delivery, the driver will return the order containing tobacco to the pickup address:
All of the carriers available via our Shiip Platform follow a rigorous onboarding process to ensure that all drivers adhere to strict standards.
If a negative experience or incident occurs with a driver, you may escalate to our Shiip team to investigate and review with the carrier/driver assigned to the job.
Please contact Shiip within 72 hours of the incident to ensure all relevant checks can take place.
Email Shiip : queries@shiip.com and provide as much supporting information as possible including:
Please allow time for thorough investigations to be completed and one of our Shiip representatives with respond to your query
Of course!
For technical support from one of our IT support members contact:
1300 282 442
helpdesk@shiip.com
Support Hours: Monday – Friday 9:00am to 5:00pm
To learn how to lodge a support ticket through Shiip, check out Creating a ticket for technical support through Shiip – Shiip Knowledge
