General Information

International Shipments

I need to send a parcel overseas. Can you help?

We certainly can. Simply complete the international quote form at the base of this page & send to support@temando.com  

Our customer support agents will reply with a quote for your shipment and take you through the next steps to complete your booking and get your shipment on the way.

 Which international carriers do you offer?

Currently, we can arrange shipments ex. Australia with UPS, TNT International & DHL. Most quotes will be provided with UPS, so please specify with your quote request if you would prefer a TNT International or DHL quote.

What are the duties and taxes?

Duties & Taxes refer to any additional charges that an individual country believe are applicable. There are various reasons as to why duties & taxes may be applied and each country has their own rules (please refer to the customs information online for the country you need to ship to). Most countries do have a threshold that if the item value is under this threshold, no duties and taxes will be applied.

Please ensure that your items are declared correctly, as items that are discovered as being under declared are subject to penalty fines.

Who pays the duties and taxes?

At the time of booking, you need to confirm to Temando whether you or the receiver will be liable for any additional duties or taxes. Temando will not be held responsible for any duties and taxes and the customs agencies will not release goods until any outstanding charges are paid.

There is no negotiation with customs agencies on these charges and your parcels will only be held for generally one month without payment before being destroyed.

Why do I need a customs invoice?

Customs invoices also known as commercial invoices and shipping invoices

These a document that needs to travel with your parcel, and contains information about the items inside your parcel. The customs invoice is required for customs clearance, and your shipment can’t leave the country without one.

If you do not supply this document at the time of pickup, either your shipment will not move or it will become stuck in customs & it is very difficult to get freight out of customs.

Satchel Orders

How much do the satchels cost?

Temando offers complimentary satchels via our carrier partners for your use.

How many satchels can I have?

Your order should be based on your weekly volumes. Please note that the carriers will monitor the number of satchels you order vs. the number of bookings that you make. If they note a large discrepancy, they will stop providing satchels for your use. 

Fastway Satchel Orders

Due to changes in their business, Fastway Satchels are no longer available complimentary and will need to be arranged via your local driver directly (at a cost).

Please use this link to find your local driver: 

https://www.fastway.com.au/contact-us/faqs/sending-parcels/how-do-i-order-labels-and-satchels/ 

Which satchels should I use?

Please ensure you are using the satchel size that corresponds to your booking and your chosen carrier.

If you use another carriers satchels, there is a risk that the item will not be collected. 

If you have run out of the satchel bag in the size you need, please ensure you size up not down to avoid additional charges.

How do I order satchels?

Simply head over to http://temando.com.au/customers/satchel-orders & complete the online form. Once processed our team will confirm your order and advise of the expected delivery date. Generally, satchel orders are received within 5-7 business days of your order being placed.