Late, lost or damaged? Here's what happens next.
Tranzit Group Australia is the shipping software, not the courier. The courier carries your parcel; we help you follow it up and, where appropriate, submit a claim. This page shows who does what.
What's happened to your parcel?
It's late
Delivery dates are estimates. Email us the tracking number and we'll follow it up with the courier.
It's lost
Tell us as soon as you can. Courier claim deadlines apply, so don't wait for the parcel to turn up.
It arrived damaged
Keep the parcel and its packaging, take photos, then tell us with proof of value.
Who does what
Three parties touch every shipment. Here's who is responsible for each part.
| What | Who | Good to know |
|---|---|---|
| Quotes, bookings, labels, tracking and notifications | Tranzit Group Australia | The software you ship with. |
| Pickup, transport and delivery | The courier | Its own terms apply to the transport. |
| Accurate details, packing and attaching the label | You | Errors can cause delays or extra charges. |
| Following up a delay | Tranzit Group Australia, with the courier | Email us the tracking number. |
| Assessing a loss or damage claim | The courier | Under its terms, cover, time limits and compensation limits. |
| Helping you submit the claim | Tranzit Group Australia, where appropriate | We don't guarantee the courier approves it. |
From:Terms 2: Tranzit Group Australia's RoleTerms 7: Customer Shipment InformationTerms 19: Loss or DamageTerms 22: Carrier Liability
Your own courier account, or ours
How a claim works depends on whose courier account the parcel went on. If you're not sure, email us the tracking number and we'll tell you.
Your own courier account
- You ship at your own negotiated rates.
- Your agreement with that courier governs the transport and any cover or claim.
- Let us know about loss or damage and we'll give you the shipment and tracking details the claim needs.
Tranzit Group Australia's courier services
- You ship at our pre-negotiated rates from day one.
- The courier's terms still apply to the transport.
- Report loss or damage to us and, where appropriate, we help you submit and manage the claim with the courier.
How a loss or damage claim works
01 / 05
Tell us quickly
Email info@tranzitgroup.com.au as soon as reasonably practicable after you find out.
Courier deadlines apply
02 / 05
Gather the evidence
Tracking number, photos, proof of value, proof of packaging and a description of the goods.
03 / 05
The claim goes to the courier
Where appropriate we help you submit and manage it with the courier.
04 / 05
The courier assesses it
Under its own terms, transit cover, time limits, exclusions and compensation limits.
05 / 05
You hear the outcome
We can't guarantee approval. Rights under the Australian Consumer Law still apply.
What a claim may need
Keep the parcel and its packaging, because a claim may need photos of both. Tell us straight away, even while you gather the rest: it needs to reach the courier within its deadline.
Report a parcelTracking information
The consignment or tracking number.
Photos and proof of damage
The goods and the parcel as they arrived.
Proof of value
Purchase and sales invoices.
Proof of adequate packaging
Photos of the packaging, inside and out.
A description of the goods
What was sent and how many.
Anything else the courier asks for
Some couriers need more for certain goods or services.
Delays and transit cover
The Terms say
Delivery estimates
“Any estimated delivery date, delivery timeframe or transit time displayed through the Platform is an estimate only unless expressly described as a guaranteed service.”
Terms 14: Transit Times and Delivery EstimatesWhich means
A date in the portal is the courier's best guess, not a promise. Weather, peak periods, road closures and wrong addresses can all slow a parcel down.
If it hasn't moved for longer than you'd expect, email info@tranzitgroup.com.au with the tracking number and we'll follow it up with the courier.
The Terms say
Transit cover
“Unless expressly stated otherwise, purchasing freight through Tranzit Group Australia does not mean that every Shipment is automatically insured against all risks.”
Terms 21: Transit CoverWhich means
Don't assume a parcel is insured. Where cover is offered, it has its own limits, exclusions and eligibility rules, which can depend on the courier, the goods, their declared value and the destination.
Sending something valuable? Check what cover applies before you book.
Claims FAQs
Feeling inquisitive? Have a read through some of our FAQs or contact our team for help.
Need more help?
Our Australian support team replies within one business day.
No. Tranzit Group Australia provides the technology platform you use to compare, book, label and track shipments. Independent Carriers carry out the transport, and Tranzit Group Australia does not control their day-to-day operations.
Not automatically. Where transit cover is offered through the Platform, its own terms, limits and eligibility rules apply, and availability can depend on the Carrier, goods, declared value and destination.
Let us know as soon as you can. A claim may need tracking information, photos, proof of value and proof of packaging, and Carrier deadlines apply. Where appropriate we can help you submit the claim with the Carrier.
No. The courier assesses each claim under its own terms, transit cover, time limits, exclusions and compensation limits. Where appropriate we help you submit and manage the claim with the courier.
Delivery dates are estimates unless a service is described as guaranteed. Email us the tracking number and we'll follow the delay up with the courier.
Report a lost or damaged parcel
Email info@tranzitgroup.com.au with the tracking number, photos and proof of value. The sooner we hear from you, the more time there is to meet the courier's deadline.