How can we help?

Most label failures come from the shipment details. Check that:

• the recipient's suburb and postcode match, and the address is complete
• contact phone numbers and email addresses are filled in where the courier needs them
• every package has an actual weight and dimensions
• the goods description, value and any dangerous goods details are correct
• the courier account you chose is connected under Courier Integrations in the portal

If it still fails, email us the order number and the error message.

Terms 7: Customer Shipment InformationTerms 8: Weight and Dimensions

Booking a shipment doesn't guarantee the courier will accept it. A courier can reject or cancel a booking when:

• it doesn't service the pickup or delivery location
• the information supplied is incorrect
• the goods exceed its limits or are prohibited
• the service is unavailable
• the account is suspended or charges haven't been paid

Check the details, or try a different service or courier. If the courier rejected the booking before transport started, contact us about what you've already paid.

Terms 11: BookingsTerms 30: Cancellations and Refunds

You can ask to cancel. Whether a refund applies depends on whether the courier has collected the goods or processed the booking, whether a pickup fee has been charged, whether the label has been used, and the service booked. Approved refunds are paid within 10 business days.

Terms 30: Cancellations and Refunds

Delivery dates shown in Tranzit Group Australia are estimates unless the service is described as guaranteed. Bad weather, road closures, peak periods, incorrect addresses and other events can delay a parcel, and tracking only updates when the courier scans it.

If a parcel hasn't moved for longer than you'd expect, email us the tracking number and we'll follow it up with the courier.

Terms 14: Transit Times and Delivery Estimates

Tell us as soon as you can and keep the packaging. The claims page explains what evidence you need and how claims work.

Shipping protection and claims

Couriers can weigh, measure or inspect a parcel after pickup. If it differs from what was booked, or extra charges apply such as fuel, remote area or redelivery fees, the courier can adjust the charge and Tranzit Group Australia may pass that on. Ask us and we'll send the supporting information we have.

Terms 9: Reweighing and RemeasurementTerms 10: Additional Carrier Charges

Tell us within 14 days of the invoice date, with the amount and why you dispute it. We won't suspend your account just because a genuinely disputed amount is held back while we resolve it.

Terms 28: Invoice Disputes

Accounts are suspended or restricted only where it is reasonably necessary, for example over an overdue undisputed invoice, a security risk or misuse of courier services. Where practical we tell you why and give you a chance to fix it.

Email: info@tranzitgroup.com.au with your account email so we can tell you what's needed to restore access.

When an account can be suspendedTerms 42: Suspension