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HELP & SUPPORT


 
 
Help & Support Careers Tools New Zealand About Us
 * Freight
 * eCommerce Solutions
 * Business Services
 * News & Media


HELP & SUPPORT

Our Help & Support centre provides a list of the most frequently asked questions
that will help you with your shipping needs.


HELP & SUPPORT


What type of customer are you?
Personal
Business
Receiving an Item
Sending an Item
Invoicing, payments, disputes
Give feedback
Media enquiries
Sales enquiries
MyTeamGE account


PLEASE SELECT A HELP CATEGORY

Tracking a shipment
Understanding tracking updates
Delivery options
Understanding timeframes and managing delivery options
Missed delivery
What to do when a delivery has been missed
Something has gone wrong
What to do when something has been damaged or lost
Tracking a shipment
Understanding tracking updates
Back to help topics
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WHERE CAN I FIND A TRACKING / SHIPPING / CONSIGNMENT / ITEM NUMBER?

You should have received a tracking/shipping number from the sender. If the
sender provided us with your contact details, we will send you a SMS or email on
the day of your delivery that will include the shipment number.

Was this helpful?


HOW DO I TRACK MY DELIVERY?

You can track your delivery at MyTeamGE and enter your shipping/consignment/item
number in the “Track your shipment” field. If you are not already receiving
notifications, you can set up a "watch" in MyTeamGE.                           
                                                                               
                                 

I have an overseas tracking number
If you have a tracking number from an overseas postal service, please use their
website to track your shipment. If an overseas postal carrier uses Team Global
Express to complete the local delivery, please use our shipping/consignment
number that should have been provided to you via email.

Was this helpful?


THERE ARE NO SCANNING/TRACKING UPDATES ON MYTEAMGE, WHAT SHOULD I DO?

Tracking updates can vary depending on the delivery stage and selected service.
It's common for some stages to have fewer updates. If you haven't received any
scan events, contact your sender.

Was this helpful?


MY SHIPMENT SHOWS UP AS DELIVERED, BUT I ONLY RECEIVED PART OF MY DELIVERY. WHAT
SHOULD I DO?

While your shipment may appear as delivered, it's possible that not all items
were delivered simultaneously. To review your shipment details, go to MyTeamGE
and enter your shipping/consignment/item number in the "Track your shipment"
field. 

To find more information on the items to be delivered, go to "View more" for any
“In transit” and “Out for delivery” enquiries.

Was this helpful?


HOW LONG SHOULD I WAIT BEFORE I ENQUIRE ABOUT A LATE OR MISSING ITEM?

While we take pride in delivering on time, unforeseen events such as floods,
fires and traffic incidents can cause delays. In these situations, you can find
more information at the top of the shipping details overview.

Go to MyTeamGE and enter your shipping/consignment/item number in the “Track
your shipment” field.

If you have not heard anything within 3 business days of the expected delivery
date, please contact us using our webform here.


Was this helpful?
Back to help topics
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IF I'M NOT HOME, WILL THE DRIVER LEAVE MY DELIVERY AT MY ADDRESS?

If eligible and safe to do so, your delivery will be left at your address if
you're not home. Some items may require specific handling based on sender
restrictions or the nature of the item, and on these occasions, will be taken to
a Service Hub near you.


Was this helpful?
Back to help topics
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I WASN'T AT THE ADDRESS DURING MY DELIVERY, WHAT SHOULD I DO NOW?

If you weren't at the address at the time of the delivery, that's okay. Most
items will be left in a safe place at the delivery address or taken to a nearby
Service Hub for you to collect at your convenience within 7 business days.

If you missed a pickup, you will need to rebook it.

For both a missed pickup and a missed delivery, go to Missed Delivery & Pick up.

Was this helpful?


MY ITEM HAS BEEN REDIRECTED TO A LOCAL SERVICE HUB; HOW DO I KNOW WHICH ONE?

Details of the Service Hub closest to you are listed in the shipment details
overview online, usually by 7pm. Depending on the details provided by the
sender, you may also receive an email or SMS as soon as your item is ready for
collection.

Go to Missed Delivery & Pick up for more information.

Was this helpful?


I'VE BEEN NOTIFIED MY SHIPMENT WAS DELIVERED, BUT I CAN'T FIND IT?

Where possible, our team will leave the delivery item(s) in a safe place. Please
check if it is:
- Under or behind something.
- In your mailbox.
- With someone else in your household or with a colleague (if delivered at
work).
- With your neighbours.
- Addressed correctly.

If you still can’t locate your delivery, please go to our MyParcel page for more
information.


Was this helpful?


THE ITEM(S) COULDN'T BE DELIVERED, WHAT DO I DO?

Sometimes, drivers can’t deliver a parcel for a range of reasons: an incorrect
delivery address; no access to the address; safety concerns; no one was home
when a signature was required.

To see where things are at, please view current status of your item(s) and any
updates on your shipment details overview. 

Check your delivery options via the "Manage My Delivery" button on your shipment
details overview. Go to MyTeamGE and enter your shipping/consignment/item number
in the "Track your Shipment" field. 

Was this helpful?


I WANT A REDELIVERY, BUT THERE IS NO OPTION AVAILABLE, WHAT DO I DO?

Availability of redelivery and redirection depends on the options selected by
the sender.

Please check your delivery options via the “Manage My Delivery” button on your
shipment details overview. Go to MyTeamGE and enter your
shipping/consignment/item number in the "Track your Shipment" field.

If redelivery is not available, you will have 7 days to pick it up from the
nominated Service Hub.

Was this helpful?


COLLECT MY SHIPMENT

Please note that your delivery will not be available at the confirmed location
until you have received a notification.

Was this helpful?


REDELIVERY/REDIRECTION

Please note that your delivery will not be available at the confirmed location
until you have received a notification.

If you select the same address, please add Special instructions to help the
driver.

Was this helpful?
Back to help topics
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I RECEIVED SOMEONE ELSE'S ITEM, WHAT DO I DO?

We are sorry that this has happened. Please contact us at General Enquiries and
we will help to sort it out.

Was this helpful?


HOW DO I RETURN AN ITEM(S) TO THE SENDER?

You will need to request this from the sender. Not all senders offer returns, so
check their website or contact them to find out how they can help you.

Was this helpful?

STILL NEED HELP?
CONTACT US

Track your parcel
Use our tracking page to learn about the status of your delivery
Track
Chat with us
Connect with our team now and we will be happy to assist you with enquiries for
your priority and road consignments.
Live chat
Priority
Australia 13 15 31
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

New Zealand 0800 231 531
8:00 am to 5:00 pm Mon - Fri (NZST)
Road
13 33 66
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

Intermodal & Specialised
13 18 21

Road (option 1)
Rail & FCL (option 2)

8:00 am to 5:00 pm Mon - Fri (AEST)

Email

Courier
13 32 78
24 hours / 7 days a week
Tasmania Ambient & Refrigerated FCL & LCL 1800 950 344
8:00 am to 5:00 pm Mon - Fri (AEST)
Closed national public holidays


PLEASE SELECT A HELP CATEGORY

General
Help to support your general package sending needs
Booking
Explore booking assistance for seamless item dispatch
Pickup
Optimise pickups with our pickup support services
Missed Pickup
Find guidance on how to reinitiate the pickup process
Restrictions
Understand restrictions before you send to ensure a smooth delivery
Packaging
Perfect your packaging with our packaging guidelines
Documentation
Understand documentation requirements to ensure smooth processing
Conditions
Understand shipping conditions with our conditions support
Claims
Swiftly resolve claims issues
General
Help to support your general package sending needs
Back to help topics
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WHERE CAN I FIND A TRACKING / SHIPPING / CONSIGNMENT / ITEM NUMBER?

You will have been provided with a booking reference number at the time of
booking. Additional numbers are also provided when you print the shipping
labels, and when you receive any SMS or email confirmations accompanying this
consignment.

Was this helpful?
Back to help topics
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HOW DO I GET A QUOTE FOR SENDING AN ITEM?

Anyone can get a quote for individual collections at any time without needing to
register. Simply go to Get a Quote to find the most suitable service for you.

Was this helpful?


DOES TEAM GLOBAL EXPRESS DELIVER TO PO BOXES?

We are unable to deliver to Post Office (PO) boxes at this time. Please provide
either a business or residential delivery address.

Was this helpful?


HOW DO I BOOK A COLLECTION? DO I NEED TO REGISTER FIRST?

You can book and pay for shipments online at any time, without registering.
However, if you send shipments on a regular basis, it makes it easier with a
MyTeamGE account.

Was this helpful?


WHAT TYPES OF SERVICES DOES TEAM GLOBAL EXPRESS PROVIDE?

We provide an extensive range of transportation and logistics services all over
the world. Please go to our Homepage for further details.

Was this helpful?


I DON'T HAVE A PRINTER. CAN I STILL USE TEAM GLOBAL EXPRESS'S SERVICES?

Yes, printing is available at various Service Hubs. When making an online
booking, you will be able to choose a location that offers printing.

Was this helpful?


WHAT IS A DROP-OFF LOCATION?

Drop-off locations, also known as Service Hubs, are points where consumers can
drop off and pick up freight. These locations include retail stores, service
stations, newsagents, and pharmacies, many of which are open 24 hours per day,
seven days per week.

Was this helpful?


ARE THERE LIMITATIONS ON THE TYPES OF PARCELS I CAN DROP OFF AT A SERVICE HUB?

Yes, Service Hubs can only accept 1, 3, and 5kg satchels and parcels weighing up
to 22kg with dimensions less than 34cm x 27cm x 34cm. For packages exceeding
these dimensions, our system will recommend the nearest Team Global Express
depot that meets your shipping needs. Also, please take note of our prohibited
items and dangerous goods under "Restrictions" here.

Was this helpful?


HOW DO I KNOW MY CREDIT CARD INFORMATION WILL BE SECURE WHEN SENT OVER THE
INTERNET?

Team Global Express complies with PCI DSS regulations as defined by the PCI
Security Standards Council to protect the credit card transactions of our
customers.

Was this helpful?


HOW DO I CHANGE OR CANCEL A BOOKING REQUEST?

To amend or cancel your booking, please call one of the numbers listed below,
based on the service you selected:

Priority Parcel/Satchel booking call 13 15 31.

Standard Parcel/Satchel booking cal 1300 865 547.

Pallet booking call 13 18 21.

Same day booking call 13 32 78.

International booking call 13 15 31.

Was this helpful?


THE ONLINE TOOL SAYS MY ADDRESS IS NOT VALID. HOW DO I MAKE A BOOKING?

If our database is unable to verify your information, you can manually input the
address using the 'Add Manually' button located next to the sender and recipient
fields. Please confirm that you have accurately completed all required fields.

Was this helpful?


WHAT TIME WILL MY SHIPMENT BE COLLECTED?

Our concierge service will collect bookings before 12:30 pm on the same day.
Concierge shipments that are scheduled after 12:30 pm will be collected the
following working day. In some rural areas, collections may take place the next
business day. If the collection was missed, it will be rescheduled for the next
working day.

Was this helpful?


HOW MANY DAYS WILL IT TAKE FOR MY PARCEL TO ARRIVE?

Delivery arrival times depend on the preference you selected. We estimate the
following times for each service.

Priority: 1-2 days

Standard:1-12 days

Palletised:1-15 days

Global: 1-12 days

Was this helpful?


CAN I GET A PARCEL PICKED UP FROM HOME?

Unfortunately no, we do not pick up from residential addresses.

Was this helpful?


CAN I SEND TO REGIONAL AREAS WITHIN AUSTRALIA?

Yes, you can send to regional areas within Australia.

Was this helpful?


HOW ARE THE COSTS CALCULATED?

The cost of a shipment depends on the number of items, weight, volume,
destination origin, and service type selected.

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WHERE CAN I FIND PRICES FOR YOUR SERVICES?

Quotes are available via our online booking platform. Simply go to Get A Quote

Was this helpful?


MY SHIPMENT WAS NOT PICKED UP FROM MY BUSINESS, CAN I ARRANGE PICKUP?

If the driver attempted to collect your freight but was unsuccessful, you will
need to reschedule a pickup. Depending on the service you choose, please call
one of the following numbers.

Priority parcel/satchel booking call: 13 15 31.

Standard parcel/satchel booking call: 1300 865 547.

Pallet booking call: 13 18 21.

Same day booking call: 13 32 78.

International booking call: 13 15 31.

Was this helpful?


HOW FAR IN ADVANCE CAN I BOOK A PARCEL DROP-OFF?

You can book a parcel drop-off up to two weeks in advance.

Was this helpful?


HOW TO RETRIEVE MY QUOTE?

Go to Retrieve A Quote and enter your quote or reference number.

Was this helpful?
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I WANT TO SEND AN ITEM, WHAT IS THE EASIEST WAY FOR ME TO BOOK A PICKUP?

You can book and pay for individual collections online at any time without
needing to register. Simply go to Express Book & Pay.

If you need a service to send shipments frequently, please register for an
account on MyTeamGE.

Was this helpful?


CAN I BRING MY ITEM(S) TO A SERVICE HUB OR DEPOT?

Yes, we'll be happy to help you, but please book and pay before you arrive!

Simply go to Express Book & Pay.

Was this helpful?


HOW DO I PRINT AND PLACE MY LABELS?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

Was this helpful?


CAN I SHIP OVERSEAS?

Yes, we ship to most countries. Please speak to our sales team for more details
here.

Was this helpful?
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I MISSED THE DELIVERY PICKUP, WHAT DO I DO?

If our driver was unable to collect your shipment, please login to MyTeamGE to
arrange a new pickup.

Was this helpful?


I MISSED THE DELIVERY PICKUP THAT'S FOR AN ITEM I WANT TO RETURN, WHAT DO I DO?

If your pickup was for an item you wish to return, please contact the sender for
further instructions.

Was this helpful?
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ARE THERE ANY ITEMS I CANNOT SEND THROUGH TEAM GLOBAL EXPRESS? WHAT TYPES OF
GOODS ARE PROHIBITED?

Express Book & Pay does not accept any of the below.

Dangerous goods:

Items that contain substances or articles meeting any of the criteria for
dangerous goods, particularly flammable liquids, flammable solids, oxidizers,
organic peroxides, toxic or corrosive substances.

All lithium ion or lithium metal cells and batteries used in powered devices.

Radioactive material.

Aerosols, paints, perfumes and alcohol.

Fertilisers, insecticides and cleaning products.

Restricted items:

Personal documents, currency or negotiable instruments, certificates or
passports.

Goods that are inappropriately packaged in prepaid wallets, satchels or
envelopes.

Livestock, bloodstock, perishable goods, produce and living creatures.

Precious metals, stones, jewellery or watches, crystal, marble or enamel.

Antiques, porcelain China, ceramic items, objects of art, pictures or picture
frames, floor or wall tiles.

Tobacco, cigarettes, alcoholic spirits or goods under bond.

Goods where the production, sale, import or export of which is prohibited by
laws.

Firearms and other weapons and ammunition, liquids, dangerous goods, regulated
waste.

Furniture (unless in flat packs), appliances with electrical components,
computers.

Glass (including bottles and their contents) and fragile goods, windscreens and
car panels.

Was this helpful?


WHAT ARE THE MAXIMUM WEIGHT AND SIZE LIMITS FOR A PARCEL?

Restrictions on weight and size vary based on the service. Any parcel weighing
more than 30 kg or measuring more than 1.2m (L) x 0.8m (W) x 0.6m (H). If you
have a different size requirement, please contact our sales team at Sales
Enquiries.

Was this helpful?
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HOW SHOULD I PREPARE AND PACKAGE MY FREIGHT?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

Was this helpful?


WHAT PACKAGING SHOULD I USE FOR MY PARCEL?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

Was this helpful?


HOW TO PRINT AND PLACE MY LABELS?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

Was this helpful?
Back to help topics
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WHAT DOCUMENTS ARE NEEDED TO ACCOMPANY MY SHIPMENT?

Sending a satchel or parcel domestically:

Attach the consignment note to the shipment.

Sending a pallet:

Attach labels to the front and back of the pallet.

You must also hand the driver the consignment note and manifest.

If required, please attach a "Do Not Break Down" sticker to the pallet.

Sending global shipments:

Attach the consignment note to the shipment.

Include the commercial invoice (generated automatically when you book online).

Please note: certain countries require further information and documents.

Was this helpful?


WHAT IS A SHIPMENT/CONSIGNMENT NOTE?

A shipment/consignment note is an essential document that must accompany every
shipment. It includes the origin and destination addresses, service type,
account number (for registered users), and other pertinent information to ensure
that your package is handled correctly and efficiently. When you book online,
this document is automatically generated.

Was this helpful?
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WILL MY PARCEL BE OPENED FOR INSPECTION?

Your shipment will not be inspected by the driver who picks it up. Nonetheless,
your shipment will be screened for security (by x-ray) to ensure that its
contents are suitable for transport via the Team Global Express network. Please
be aware that government agencies (such as Australian Border Force, Australian
Federal Police, or ASIO) may open any parcel being transported by Team Global
Express, and Team Global Express has no control over these requests.

Was this helpful?


WHAT ARE TEAM GLOBAL EXPRESS'S FULL TERMS AND CONDITIONS?

Go here to view our Terms and Conditions.

Was this helpful?


IS MY SHIPMENT COVERED FOR LOSS OR DAMAGE?

No. Our standard liability for any loss or damage is outlined within our terms
and conditions. Refer to here for further details.

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WHAT SHOULD I DO IF MY CONSIGNMENT IS LOST?

Please contact our Customer Service team here.

Was this helpful?


WHAT SHOULD I DO IF MY CONSIGNMENT IS DAMAGED?

Please contact our Customer Service team here.

Was this helpful?

STILL NEED HELP?
CONTACT US

Track your parcel
Use our tracking page to learn about the status of your delivery
Track
Chat with us
Connect with our team now and we will be happy to assist you with enquiries for
your priority and road consignments.
Live chat
Priority
Australia 13 15 31
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

New Zealand 0800 231 531
8:00 am to 5:00 pm Mon - Fri (NZST)
Road
13 33 66
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

Intermodal & Specialised
13 18 21

Road (option 1)
Rail & FCL (option 2)

8:00 am to 5:00 pm Mon - Fri (AEST)

Email

Courier
13 32 78
24 hours / 7 days a week
Tasmania Ambient & Refrigerated FCL & LCL 1800 950 344
8:00 am to 5:00 pm Mon - Fri (AEST)
Closed national public holidays
Receiving an Item
Sending an Item
Invoicing, payments, disputes
Give feedback
Media enquiries
Sales enquiries
MyTeamGE account


PLEASE SELECT A HELP CATEGORY

Tracking a shipment
Understanding tracking updates
Delivery options
Understanding timeframes and managing delivery options
Missed delivery
What to do when a delivery has been missed
Something has gone wrong
What to do when something has been damaged or lost
Tracking a shipment
Understanding tracking updates
Back to help topics
Expand all Collapse all
WHERE CAN I FIND A TRACKING / SHIPPING / CONSIGNMENT / ITEM NUMBER?

You should have received a tracking/shipping number from the sender. If the
sender provided us with your contact details, we will send you a SMS or email on
the day of your delivery that will include the shipment number.

Was this helpful?


HOW DO I TRACK MY DELIVERY?

You can track your delivery at MyTeamGE and enter your shipping/consignment/item
number in the “Track your shipment” field. If you are not already receiving
notifications, you can set up a "watch" in MyTeamGE.                           
                                                                               
                                 

I have an overseas tracking number
If you have a tracking number from an overseas postal service, please use their
website to track your shipment. If an overseas postal carrier uses Team Global
Express to complete the local delivery, please use our shipping/consignment
number that should have been provided to you via email.

Was this helpful?


THERE ARE NO SCANNING/TRACKING UPDATES ON MYTEAMGE, WHAT SHOULD I DO?

Tracking updates can vary depending on the delivery stage and selected service.
It's common for some stages to have fewer updates. If you haven't received any
scan events, contact your sender.

Was this helpful?


MY SHIPMENT SHOWS UP AS DELIVERED, BUT I ONLY RECEIVED PART OF MY DELIVERY. WHAT
SHOULD I DO?

While your shipment may appear as delivered, it's possible that not all items
were delivered simultaneously. To review your shipment details, go to MyTeamGE
and enter your shipping/consignment/item number in the "Track your shipment"
field. 

To find more information on the items to be delivered, go to "View more" for any
“In transit” and “Out for delivery” enquiries.

Was this helpful?


HOW LONG SHOULD I WAIT BEFORE I ENQUIRE ABOUT A LATE OR MISSING ITEM?

While we take pride in delivering on time, unforeseen events such as floods,
fires and traffic incidents can cause delays. In these situations, you can find
more information at the top of the shipping details overview.

Go to MyTeamGE and enter your shipping/consignment/item number in the “Track
your shipment” field.

If you have not heard anything within 3 business days of the expected delivery
date, please contact us using our webform here.


Was this helpful?
Back to help topics
Expand all Collapse all


IF I'M NOT HOME, WILL THE DRIVER LEAVE MY DELIVERY AT MY ADDRESS?

If eligible and safe to do so, your delivery will be left at your address if
you're not home. Some items may require specific handling based on sender
restrictions or the nature of the item, and on these occasions, will be taken to
a Service Hub near you.


Was this helpful?
Back to help topics
Expand all Collapse all


I WASN'T AT THE ADDRESS DURING MY DELIVERY, WHAT SHOULD I DO NOW?

If you weren't at the address at the time of the delivery, that's okay. Most
items will be left in a safe place at the delivery address or taken to a nearby
Service Hub for you to collect at your convenience within 7 business days.

If you missed a pickup, you will need to rebook it.

For both a missed pickup and a missed delivery, go to Missed Delivery & Pick up.

Was this helpful?


MY ITEM HAS BEEN REDIRECTED TO A LOCAL SERVICE HUB; HOW DO I KNOW WHICH ONE?

Details of the Service Hub closest to you are listed in the shipment details
overview online, usually by 7pm. Depending on the details provided by the
sender, you may also receive an email or SMS as soon as your item is ready for
collection.

Go to Missed Delivery & Pick up for more information.

Was this helpful?


I'VE BEEN NOTIFIED MY SHIPMENT WAS DELIVERED, BUT I CAN'T FIND IT?

Where possible, our team will leave the delivery item(s) in a safe place. Please
check if it is:
- Under or behind something.
- In your mailbox.
- With someone else in your household or with a colleague (if delivered at
work).
- With your neighbours.
- Addressed correctly.

If you still can’t locate your delivery, please go to our MyParcel page for more
information.


Was this helpful?


THE ITEM(S) COULDN'T BE DELIVERED, WHAT DO I DO?

Sometimes, drivers can’t deliver a parcel for a range of reasons: an incorrect
delivery address; no access to the address; safety concerns; no one was home
when a signature was required.

To see where things are at, please view current status of your item(s) and any
updates on your shipment details overview. 

Check your delivery options via the "Manage My Delivery" button on your shipment
details overview. Go to MyTeamGE and enter your shipping/consignment/item number
in the "Track your Shipment" field. 

Was this helpful?


I WANT A REDELIVERY, BUT THERE IS NO OPTION AVAILABLE, WHAT DO I DO?

Availability of redelivery and redirection depends on the options selected by
the sender.

Please check your delivery options via the “Manage My Delivery” button on your
shipment details overview. Go to MyTeamGE and enter your
shipping/consignment/item number in the "Track your Shipment" field.

If redelivery is not available, you will have 7 days to pick it up from the
nominated Service Hub.

Was this helpful?


COLLECT MY SHIPMENT

Please note that your delivery will not be available at the confirmed location
until you have received a notification.

Was this helpful?


REDELIVERY/REDIRECTION

Please note that your delivery will not be available at the confirmed location
until you have received a notification.

If you select the same address, please add Special instructions to help the
driver.

Was this helpful?
Back to help topics
Expand all Collapse all


I RECEIVED SOMEONE ELSE'S ITEM, WHAT DO I DO?

We are sorry that this has happened. Please contact us at General Enquiries and
we will help to sort it out.

Was this helpful?


HOW DO I RETURN AN ITEM(S) TO THE SENDER?

You will need to request this from the sender. Not all senders offer returns, so
check their website or contact them to find out how they can help you.

Was this helpful?

STILL NEED HELP?
CONTACT US

Track your parcel
Use our tracking page to learn about the status of your delivery
Track
Chat with us
Connect with our team now and we will be happy to assist you with enquiries for
your priority and road consignments.
Live chat
Priority
Australia 13 15 31
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

New Zealand 0800 231 531
8:00 am to 5:00 pm Mon - Fri (NZST)
Road
13 33 66
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

Intermodal & Specialised
13 18 21

Road (option 1)
Rail & FCL (option 2)

8:00 am to 5:00 pm Mon - Fri (AEST)

Email

Courier
13 32 78
24 hours / 7 days a week
Tasmania Ambient & Refrigerated FCL & LCL 1800 950 344
8:00 am to 5:00 pm Mon - Fri (AEST)
Closed national public holidays


PLEASE SELECT A HELP CATEGORY

General
Help to support your general package sending needs
Booking
Explore booking assistance for seamless item dispatch
Pickup
Optimise pickups with our pickup support services
Missed Pickup
Find guidance on how to reinitiate the pickup process
Restrictions
Understand restrictions before you send to ensure a smooth delivery
Packaging
Perfect your packaging with our packaging guidelines
Documentation
Understand documentation requirements to ensure smooth processing
Conditions
Understand shipping conditions with our conditions support
Claims
Swiftly resolve claims issues
General
Help to support your general package sending needs
Back to help topics
Expand all Collapse all


WHERE CAN I FIND A TRACKING / SHIPPING / CONSIGNMENT / ITEM NUMBER?

You will have been provided with a booking reference number at the time of
booking. Additional numbers are also provided when you print the shipping
labels, and when you receive any SMS or email confirmations accompanying this
consignment.

Was this helpful?
Back to help topics
Expand all Collapse all


HOW DO I GET A QUOTE FOR SENDING AN ITEM?

Anyone can get a quote for individual collections at any time without needing to
register. Simply go to Get a Quote to find the most suitable service for you.

Was this helpful?


DOES TEAM GLOBAL EXPRESS DELIVER TO PO BOXES?

We are unable to deliver to Post Office (PO) boxes at this time. Please provide
either a business or residential delivery address.

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HOW DO I BOOK A COLLECTION? DO I NEED TO REGISTER FIRST?

You can book and pay for shipments online at any time, without registering.
However, if you send shipments on a regular basis, it makes it easier with a
MyTeamGE account.

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WHAT TYPES OF SERVICES DOES TEAM GLOBAL EXPRESS PROVIDE?

We provide an extensive range of transportation and logistics services all over
the world. Please go to our Homepage for further details.

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I DON'T HAVE A PRINTER. CAN I STILL USE TEAM GLOBAL EXPRESS'S SERVICES?

Yes, printing is available at various Service Hubs. When making an online
booking, you will be able to choose a location that offers printing.

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WHAT IS A DROP-OFF LOCATION?

Drop-off locations, also known as Service Hubs, are points where consumers can
drop off and pick up freight. These locations include retail stores, service
stations, newsagents, and pharmacies, many of which are open 24 hours per day,
seven days per week.

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ARE THERE LIMITATIONS ON THE TYPES OF PARCELS I CAN DROP OFF AT A SERVICE HUB?

Yes, Service Hubs can only accept 1, 3, and 5kg satchels and parcels weighing up
to 22kg with dimensions less than 34cm x 27cm x 34cm. For packages exceeding
these dimensions, our system will recommend the nearest Team Global Express
depot that meets your shipping needs. Also, please take note of our prohibited
items and dangerous goods under "Restrictions" here.

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HOW DO I KNOW MY CREDIT CARD INFORMATION WILL BE SECURE WHEN SENT OVER THE
INTERNET?

Team Global Express complies with PCI DSS regulations as defined by the PCI
Security Standards Council to protect the credit card transactions of our
customers.

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HOW DO I CHANGE OR CANCEL A BOOKING REQUEST?

To amend or cancel your booking, please call one of the numbers listed below,
based on the service you selected:

Priority Parcel/Satchel booking call 13 15 31.

Standard Parcel/Satchel booking cal 1300 865 547.

Pallet booking call 13 18 21.

Same day booking call 13 32 78.

International booking call 13 15 31.

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THE ONLINE TOOL SAYS MY ADDRESS IS NOT VALID. HOW DO I MAKE A BOOKING?

If our database is unable to verify your information, you can manually input the
address using the 'Add Manually' button located next to the sender and recipient
fields. Please confirm that you have accurately completed all required fields.

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WHAT TIME WILL MY SHIPMENT BE COLLECTED?

Our concierge service will collect bookings before 12:30 pm on the same day.
Concierge shipments that are scheduled after 12:30 pm will be collected the
following working day. In some rural areas, collections may take place the next
business day. If the collection was missed, it will be rescheduled for the next
working day.

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HOW MANY DAYS WILL IT TAKE FOR MY PARCEL TO ARRIVE?

Delivery arrival times depend on the preference you selected. We estimate the
following times for each service.

Priority: 1-2 days

Standard:1-12 days

Palletised:1-15 days

Global: 1-12 days

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CAN I GET A PARCEL PICKED UP FROM HOME?

Unfortunately no, we do not pick up from residential addresses.

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CAN I SEND TO REGIONAL AREAS WITHIN AUSTRALIA?

Yes, you can send to regional areas within Australia.

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HOW ARE THE COSTS CALCULATED?

The cost of a shipment depends on the number of items, weight, volume,
destination origin, and service type selected.

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WHERE CAN I FIND PRICES FOR YOUR SERVICES?

Quotes are available via our online booking platform. Simply go to Get A Quote

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MY SHIPMENT WAS NOT PICKED UP FROM MY BUSINESS, CAN I ARRANGE PICKUP?

If the driver attempted to collect your freight but was unsuccessful, you will
need to reschedule a pickup. Depending on the service you choose, please call
one of the following numbers.

Priority parcel/satchel booking call: 13 15 31.

Standard parcel/satchel booking call: 1300 865 547.

Pallet booking call: 13 18 21.

Same day booking call: 13 32 78.

International booking call: 13 15 31.

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HOW FAR IN ADVANCE CAN I BOOK A PARCEL DROP-OFF?

You can book a parcel drop-off up to two weeks in advance.

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HOW TO RETRIEVE MY QUOTE?

Go to Retrieve A Quote and enter your quote or reference number.

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I WANT TO SEND AN ITEM, WHAT IS THE EASIEST WAY FOR ME TO BOOK A PICKUP?

You can book and pay for individual collections online at any time without
needing to register. Simply go to Express Book & Pay.

If you need a service to send shipments frequently, please register for an
account on MyTeamGE.

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CAN I BRING MY ITEM(S) TO A SERVICE HUB OR DEPOT?

Yes, we'll be happy to help you, but please book and pay before you arrive!

Simply go to Express Book & Pay.

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HOW DO I PRINT AND PLACE MY LABELS?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

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CAN I SHIP OVERSEAS?

Yes, we ship to most countries. Please speak to our sales team for more details
here.

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I MISSED THE DELIVERY PICKUP, WHAT DO I DO?

If our driver was unable to collect your shipment, please login to MyTeamGE to
arrange a new pickup.

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I MISSED THE DELIVERY PICKUP THAT'S FOR AN ITEM I WANT TO RETURN, WHAT DO I DO?

If your pickup was for an item you wish to return, please contact the sender for
further instructions.

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ARE THERE ANY ITEMS I CANNOT SEND THROUGH TEAM GLOBAL EXPRESS? WHAT TYPES OF
GOODS ARE PROHIBITED?

Express Book & Pay does not accept any of the below.

Dangerous goods:

Items that contain substances or articles meeting any of the criteria for
dangerous goods, particularly flammable liquids, flammable solids, oxidizers,
organic peroxides, toxic or corrosive substances.

All lithium ion or lithium metal cells and batteries used in powered devices.

Radioactive material.

Aerosols, paints, perfumes and alcohol.

Fertilisers, insecticides and cleaning products.

Restricted items:

Personal documents, currency or negotiable instruments, certificates or
passports.

Goods that are inappropriately packaged in prepaid wallets, satchels or
envelopes.

Livestock, bloodstock, perishable goods, produce and living creatures.

Precious metals, stones, jewellery or watches, crystal, marble or enamel.

Antiques, porcelain China, ceramic items, objects of art, pictures or picture
frames, floor or wall tiles.

Tobacco, cigarettes, alcoholic spirits or goods under bond.

Goods where the production, sale, import or export of which is prohibited by
laws.

Firearms and other weapons and ammunition, liquids, dangerous goods, regulated
waste.

Furniture (unless in flat packs), appliances with electrical components,
computers.

Glass (including bottles and their contents) and fragile goods, windscreens and
car panels.

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WHAT ARE THE MAXIMUM WEIGHT AND SIZE LIMITS FOR A PARCEL?

Restrictions on weight and size vary based on the service. Any parcel weighing
more than 30 kg or measuring more than 1.2m (L) x 0.8m (W) x 0.6m (H). If you
have a different size requirement, please contact our sales team at Sales
Enquiries.

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HOW SHOULD I PREPARE AND PACKAGE MY FREIGHT?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

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WHAT PACKAGING SHOULD I USE FOR MY PARCEL?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

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HOW TO PRINT AND PLACE MY LABELS?

Please follow the instructions in our Freight Preparation and Packaging
Guidelines.

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WHAT DOCUMENTS ARE NEEDED TO ACCOMPANY MY SHIPMENT?

Sending a satchel or parcel domestically:

Attach the consignment note to the shipment.

Sending a pallet:

Attach labels to the front and back of the pallet.

You must also hand the driver the consignment note and manifest.

If required, please attach a "Do Not Break Down" sticker to the pallet.

Sending global shipments:

Attach the consignment note to the shipment.

Include the commercial invoice (generated automatically when you book online).

Please note: certain countries require further information and documents.

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WHAT IS A SHIPMENT/CONSIGNMENT NOTE?

A shipment/consignment note is an essential document that must accompany every
shipment. It includes the origin and destination addresses, service type,
account number (for registered users), and other pertinent information to ensure
that your package is handled correctly and efficiently. When you book online,
this document is automatically generated.

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WILL MY PARCEL BE OPENED FOR INSPECTION?

Your shipment will not be inspected by the driver who picks it up. Nonetheless,
your shipment will be screened for security (by x-ray) to ensure that its
contents are suitable for transport via the Team Global Express network. Please
be aware that government agencies (such as Australian Border Force, Australian
Federal Police, or ASIO) may open any parcel being transported by Team Global
Express, and Team Global Express has no control over these requests.

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WHAT ARE TEAM GLOBAL EXPRESS'S FULL TERMS AND CONDITIONS?

Go here to view our Terms and Conditions.

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IS MY SHIPMENT COVERED FOR LOSS OR DAMAGE?

No. Our standard liability for any loss or damage is outlined within our terms
and conditions. Refer to here for further details.

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WHAT SHOULD I DO IF MY CONSIGNMENT IS LOST?

Please contact our Customer Service team here.

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WHAT SHOULD I DO IF MY CONSIGNMENT IS DAMAGED?

Please contact our Customer Service team here.

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STILL NEED HELP?
CONTACT US

Track your parcel
Use our tracking page to learn about the status of your delivery
Track
Chat with us
Connect with our team now and we will be happy to assist you with enquiries for
your priority and road consignments.
Live chat
Priority
Australia 13 15 31
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

New Zealand 0800 231 531
8:00 am to 5:00 pm Mon - Fri (NZST)
Road
13 33 66
8:00 am to 7:00 pm Mon - Fri (AEST)

Make an online enquiry

Intermodal & Specialised
13 18 21

Road (option 1)
Rail & FCL (option 2)

8:00 am to 5:00 pm Mon - Fri (AEST)

Email

Courier
13 32 78
24 hours / 7 days a week
Tasmania Ambient & Refrigerated FCL & LCL 1800 950 344
8:00 am to 5:00 pm Mon - Fri (AEST)
Closed national public holidays


ABOUT US



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