FAQ - Delivery Questions

When our driver is unable to complete your delivery because the delivery location was unattended and there was no Authority To Leave (ATL), they should leave a Sorry We Missed You card somewhere visible in your entrance area or nearby.  

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The driver will have written the sender, the Consignment Number and the Date on the card.   The reverse side of the Sorry We Missed You Card has the option for you to provide us with an Authority To Leave.  

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On the day the Sorry We Missed You card was left your delivery will be returned to the depot, to await your confirmation of the next step in the delivery process.   The earliest any subsequent delivery or collection option can occur is the following business day. 
 

Your options to facilitate the delivery after a Sorry We Missed You Card has been left are as follows:

1. Complete all sections of the Authority To Leave form, including signature and date and email to customerservice@cochranes.com.au as soon as possible.  On receipt of the Authority To Leave (ATL) card we will arrange for redelivery.  If the ATL card is received before 5pm on a business day the redelivery should occur the following business day.
2. You can call Customer Service on 1300 262 472 to arrange to collect your delivery from the Depot.
3. You can call Customer Service on 1300 262 472 to arrange a date when someone will be present to receive the delivery.  Please note: it is not practical for us to agree to narrow time windows for a delivery on a specific day. Every delivery day has different freight volumes and traffic conditions and the best guidance we can provide is a 3-4 hour window of when deliveries usually occur in your area.  If there is not going to be someone present to receive the delivery on the proposed day, please make other arrangements, such as providing an Authority To Leave or collect from our depot at a date & time that suits you.
4. If you do not attempt to contact us after the Sorry We Missed Card has been left, we will make three (3) attempts to contact you over the next 6-9 business days.  If no contact has not been after approx. 2 weeks we will arrange for the freight to be returned to its sender.

Shipment Senders & Receivers use the consignment number to track their shipment.   During the delivery process the driver scans the item number barcode on each freight item as delivered which our tracking system has linked to the consignment number.   
Therefore, sometimes you will see tracking search results displayed for both consignment and item numbers. 

CONSIGNMENT NUMBER 

• The Consignment Number uniquely identifies your shipment.  It can be combination of letters and/or numbers of any length, commonly between 10 - 15 characters.
• You can usually locate it on the shipping label and in any notification emails or text messages you receive about your shipment.
• A consignment can be as simples as a single item in a single order or range in complexity to include multiple orders with multiple and different items.  This number can sometimes be on the printed shipping label as a printed number and/or barcode.
• The consignment number is used to identify, describe & track a shipment during the transport process. 

ITEM NUMBER

• An Item Number uniquely identifies an individual item within a consignment.  It can be a combination of letters and/or numbers of any length, commonly 15 – 20 characters.  
• Often the Item Numbers are made up of the consignment number suffixed by a number for each item in the consignment. For example: Consignment ABCD12345 consisting of 3 items.  
  • Item 1 - Item Number: ABCD12345.0001
  • Item 2 - Item Number: ABCD12345.0002
  • Item 3 - Item Number: ABCD12345.0003
• However sometimes an Item Number is just a long string of numbers.  
• The Item Number is on the printed shipping label as a number and/or barcode. 

Select & click the TRACKING button on the top main menu and you will be presented with Tracking page.

Enter your consignment number in the field provided.

• The entire consignment number must be entered for the Tracking search function to work. 

• Tracking information is in real-time, where 4G or better mobile signal is available at delivery location.

• For more information on Tracking Numbers see ‘What is a Tracking Number?’  FAQ.

Select & click the TRACK button.

• A new window will open and display any available Tracking information.  

• An example of a completed delivery tracking is shown below.

  • Where the SENDER-Picked Up-In Depot-On Board-Delivered-RECEIVER icons are shown in green this indicates these delivery stages have been completed.

  • Where icons are shown in grey this indicates stages that are incomplete.

  • For completed deliveries the Sign On Glass image with date-time stamp and a map with the delivery location pinned is shown beneath the icons.