FAQ - Delivery Questions

If our driver is unable to complete your delivery, a Sorry We Missed You Card will be left for you.

Simply scan the QR code to let us know what you would like to do next:

• Redeliver to the original address
• Redirect to alternative address
• Authorise to Leave in a safe place
• Collect my consignment from a depot

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.