Never line up at the post office again.
Sendle picks up and delivers door-to-door. If your parcel isn’t collected on the scheduled day, we’ll send a driver the next business day and continue trying until it’s collected and delivered. If no pickup attempt is made by the third business day, just get in touch within 5 business days of the original pickup date and we’ll refund the delivery cost.*
* In the event that Sendle or one of its drivers has attempted a pickup of your parcel this guarantee will not apply. See full Terms and Conditions below.
What is the Sendle Pickup Guarantee?
Send with confidence
We want your parcels picked up and delivered quickly and reliably. So we’ve gone the extra mile with our Pickup Guarantee.
Does it cost extra?
No, we just believe in taking responsibility and doing what we said we would do. It's all included in our low prices.
You're our priority
Should your pickup be delayed, we’ll get it back on track with a driver the next business day.
Is every parcel covered?
Yes, the guarantee applies to all your Sendle parcels whether they're for domestic or international delivery.
Delight your buyers.
If you ever need help with a delivery, enjoy timely support from real people who will roll up their sleeves to keep you and your customers happy.
Used by thousands of eCommerce sellers in Australia.
FAQs
Yes, the guarantee applies to all of your Sendle parcels.
The guarantee does not apply if Sendle or one of its drivers has attempted a pickup of your parcel, even if this did not result in Sendle collecting your parcel. This might happen for a number of reasons, such as when there is no-one at home, there are no goods to go, the instructions provided were incomplete and the driver can’t find your address or they cannot access the premises (e.g. locked gates, dogs, wild kangaroos - yes, that happened once!)
If an attempted pickup has occurred, this will be shown in your tracking pages.
If this happens, you can get in touch with Sendle to reschedule your pickup. Once you do this the scheduled pickup date will be updated to the new business date that you specify. The Pickup Guarantee will still apply, but from this new scheduled pickup date.
In some cases, because we are using a point-to-point pickup service to pick up your parcels, they may not have a scanner (this is how some of the point-to-point drivers work). Not to worry, they will be taking the parcel directly to the depot, where it will be scanned on receipt.
If you have a Ship & Save account on levels 5, 6 or 7 and/or have a regularly scheduled pickup, then your parcels are not covered by the Pickup Guarantee. If your pickup has been missed, please contact our support team.
As part of our guarantee, we will automatically rebook the parcel pickup with a pickup driver the next business day after the scheduled pickup day.
If your parcel still isn’t picked up on this day, we would be happy to refund the cost of the delivery to your account. Contact us here to claim this refund.
Note that we will still try to pick up the parcel if you would like us to.
No, we just believe in taking responsibility and doing what we said we would do. This is included in the price.
If we miss the parcel on the scheduled pickup date, we will send one of our drivers to pick up the parcel the following business day.
If the original carrier is unable to pick up the parcel that day, we will send a dedicated driver who will identify themselves as working for Sendle and know the parcel reference for the parcel to be picked up.
Do nothing, we will automatically rebook it with a pickup driver for the following business day.
Terms and conditions.
- This Pickup Guarantee is a service guarantee that applies to all Sendle deliveries, unless otherwise stated (“Pickup Guarantee”). Engaging with Sendle to provide delivery services is deemed acceptance of these terms and conditions (“Terms and Conditions”).
- These Terms and Conditions are supplementary to the standard Sendle terms and conditions, found here, and to the extent that any aspect of the Pickup Guarantee is not expressly included herein, the standard terms and conditions apply.
- Sendle may supplement these Terms and Conditions with additional terms in connection with the Service. Such additional terms may be placed on the Sendle website, found here or otherwise accessible, to form part of these Terms and Conditions.
- Sendle reserves the right, in our sole discretion, to change, modify, add or remove provisions of these Terms and Conditions at any time.
- If Sendle does not attempt pickup of your parcel on the day it was scheduled, Sendle will arrange for a pickup driver to attend the following business day. If Sendle still has not attempted pickup on the next business day after the scheduled pickup, Sendle will continue to arrange for a driver to collect and deliver your parcel. If no pickup attempt has been made by the third business day from the originally scheduled pickup day, you may request a refund for the cost of delivery. If you are eligible for a refund, Sendle will still proceed to fulfill pickup and delivery of the parcel, unless directed otherwise.
- The Pickup Guarantee does not apply if Sendle or one of its drivers has attempted a pickup of your parcel, even if this did not result in Sendle collecting your parcel. An attempted pickup without collection includes (but is not limited) to the following scenarios:
- a parcel is not provided for pickup;
- no one is at home to provide the parcel;
- the parcel is not appropriately packaged or labelled;
- instructions and details provided for the pickup address were incorrect;
- after reasonable attempts the pickup driver cannot find or access the pickup premises; and
- the pickup premises was deemed dangerous/unsafe for pickup.
- If an attempted pickup has occurred, this will be shown in your account’s tracking pages. Sendle’s decision on the determining whether an attempted pickup has occurred is final. If an attempted pickup has occurred, you can get in touch with Sendle to reschedule the pickup for a new business date. If the pickup date has been rescheduled, the Pickup Guarantee will apply, from this new scheduled pickup date.
- A customer must contact us within five (5) business days of the original scheduled pickup date in order to claim the Pickup Guarantee.
- Sendle does not accept any liability for parcels that haven’t been picked up due to the fault of the customer.
- Ship & Save accounts on level 5, 6 or 7 and/or have a regular pickup arranged with carriers are not covered by the Pickup Guarantee for any parcel type except Sendle Express.
- To the extent permitted by law, you agree to defend, indemnify and hold harmless Sendle, its officers, directors, employees and agents, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney's fees) arising from: (i) any fraudulent, dishonest or unlawful use and/or receipt of the Pickup Guarantee by you; and (ii) your violation of any term of these Terms and Conditions.
- Certain legislation, including the Australian Consumer Law (“ACL”) gives you certain rights and prohibits the exclusion or limitation of certain statutory implied warranties. Nothing in these Terms and Conditions is intended to impugn or limit those rights and only to the extent permitted by that law, including the ACL, does Sendle expressly disclaim all conditions and warranties, express or implied, in relation to the Pickup Guarantee, or any other matter or thing relating to these Terms and Conditions. Where the law precludes such exclusion and implies certain conditions and warranties, the liability of Sendle for breach of such condition or warranty shall be limited, if legally permissible, to the relevant costs for Sendle’s services with respect to delivery.
- These Terms and Conditions and the transactions contemplated by these Terms and Conditions are governed by the law in force, in New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the Courts of New South Wales for determining any dispute concerning these Terms and Conditions.