How do I track my parcel?
To find out where your parcel is head to http://temando.com.au/track and enter your request id or consignment number. Tracking updates come from the carriers directly and there are at times delays in Temando receiving this information.
For more detailed tracking you can always track your parcel directly via the carrier's website.
What does 'awaiting pickup' mean?
"Awaiting pickup" generally means that your parcel has not been collected yet.
Please email email@example.com with your request id or consignment number so we can chase up the carrier for you.
At times the tracking delays may mean your parcel is on its way, please feel free to check the carrier's website to confirm the tracking status.
I need to change the pickup address. Who arranges this?
Unfortunately once a booking is made, the collection address is unable to be changed. Temando will cancel the booking for you and credit your Temando account so you can make a new booking with the new pickup address.
I need to change the delivery address. Who arranges this?
Simply email Temando with the below information and we will organise this on your behalf with the carrier. It can take up to 48 hours for these types of requests to be processed by the carriers.
- Request Id/Consignment Number
- New Delivery Address
- Updated contact name & number for the receiver (if this has changed)
- Any special instructions for the delivery
What date will my parcel be delivered?
At the time of booking, an ETA (estimated time of arrival) would have been assigned to your shipment. You can typically work out your delivery date based on this.
Please note that the estimated delivery does not include the collection day, weekends or public holidays
Example: 3-4 estimated delivery date pickup on Thursday, delivery in most cases be on or before the following Wednesday.
Due to various situations that can occur whilst a parcel is a transit, the delivery is only an estimate and cannot be guaranteed. A definite date for delivery will only occur with a point to point service booking.
Most carriers will scan your parcel when it is on the truck for delivery that day so keep an eye out for those scans.
What time will my parcel be delivered?
Drivers operate mainly between 8am-6pm and their delivery routes vary depending on the volumes for their area.
Due to this they can't ever 100% confirm an exact delivery time unless a point to point service is arranged or a time window is booked in. (Booking in a time window is dependant on the carrier and will incur extra costs- please contact Temando Customer Support if you wish to arrange this).
I need a proof of delivery for my parcel. How do I get this?
If you need a proof of delivery (POD) you can either track your parcel (using your request id or connote) on the carrier's website directly. Most carriers upload the signed POD online to make it easier for customers.
Otherwise, contact Temando and we will reach out to the carrier on your behalf.
I need my parcel sent back to me. Who arranges this?
Temando can organise this on your behalf. Simply contact us with your request id/connote number and confirm the address you would like this sent back to.
We recommend checking the tracking of your parcel. If your parcel is scanning as onboard for delivery please jump onto our Live Chat portal.
I need to apply an ATL (authority to leave) permission to the delivery. How do I do this?
At the time of booking, you can either choose an ATL service or put a note in the special instructions. If your parcel is already in transit, please contact Temando customer support with your request id/connote number and where you would like the parcel left.
Please note that it is at the discretion of the driver where a parcel is left and also if the driver does not deem it safe to leave the parcel, they will return it to depot & an alternate delivery day will have to be arranged.
My parcel still is not delivered and it is past the ETA. What happens now?
The transit of parcels can be delayed for any number of reasons. If it is past the expected delivery date of your parcel, please contact Temando customer support with your request id/connote number and a description of your goods so we can reach out to the carrier on your behalf.
If it has been some time since your expected delivery date, national depot searches may have to be done which can at times take up to 2 weeks.
There are some items missing from the delivery. When will the rest arrive?
Same as the above, just reach out to Temando support with your request id/connote number and a description of the goods that are missing. We will lodge an investigation with the carrier and provide updates as soon as we can.
Sometimes the sender will split your shipment, so there may be two or more tracking numbers for your delivery. Please pass on any reference numbers you have as it will assist in tracking down your remaining items.
Why has my parcel been delivered to a local news agency, chemist or convenience store?
The majority of our carrier partners have established relationships with local businesses to provide an alternative delivery option for their clients. They appreciate it is not always possible for customers to be at home all day awaiting a parcel or leaving the parcel is not always safe.
These are known as Local Exchanges, PoPPoints or Parcel Connect.
Local businesses that they have engaged with are usually open 7 days a week, for longer opening hours than the local depot and all efforts will be made to leave your parcel as close to your home as possible, so you can just pop in before/after work or on the weekend.
The carriers individual websites will have the exact details of where your parcel is, just simply track your consignment note on their website and the details will be available.