Entering item details

About Click and Send

How do I confirm the item I want to send is not prohibited?

Not all items are suitable to be sent by mail.

If you’re unsure whether your item is prohibited under Australian laws, or the country to which you’re sending it, click the ‘Is Item Prohibited’ link on the Create Item page. Use this information to determine if the item can be sent. There is also a link to our terms and conditions outlining restrictions on prohibited and dangerous goods.

Unfortunately, if your item is prohibited, we are unable to arrange delivery as it is against the law. For further information, contact Australia Post on 13 13 18, or Australian Customs on 1300 363 263.

Why do I need to enter packaging details?

For parcels over 1kg that are square or rectangular in shape, Australia Post will assess charges according to their actual weight or cubic volume equivalent, whichever is greater. The cubic weight is the parcel's volume in cubic metres multiplied by 250. In order to accurately quote charges, you must nominate the packaging type you are sending.

Why do I need to enter the dimensions and weight of the item?

Australia Post is unable to accept items which exceed or do not meet certain size restrictions. Entering this data ensures your item fits within the acceptable size range. For full detail on item sizes, see http://auspost.com.au/personal/parcel-dimensions.html.

I don't have a scale. How can I estimate the weight of the item?

The weight of the item will be confirmed when it is lodged. As a guide, here are some weights of common items:

  • a brick - common measurements of 10 cm x 20 cm x 5.5cm weighs approx. 2.7 kilograms
  • one piece of A4 paper weight 0.7 grams
  • a Blackberry weighs approx. 135 grams
  • the white pages weigh approx 2.3 kilograms.

If there's a difference between your estimated weight and the actual weight checked after lodgement, the Click and Send Contact Centre will contact you to arrange for your account to be adjusted. If there are any alterations to cost based on the weight, we'll notify you of the changes before charging your credit card or account.

What if the dimension or weight I enter is not quite right?

If you choose to pay at a postal outlet, they will confirm the dimensions and weight of your item. If you have pay by credit card, the item will be checked by the courier upon collection. If there are any alterations to the cost based on the weight, additional costs may be charged to your credit card or account. This is covered in the Click and Send Terms and Conditions.

If the article is sent from a postal outlet, the counter officer will process the item and will advise you if the actual weight differs from the declared weight.

When a Click and Send article is collected by a courier, the courier driver drops the items off to a nominated outlet for lodgement. Before it is sent, the item is checked one last time. Should the declared weight vs. actual weight differ, the Click and Send Contact Centre will follow up accordingly.

Why do I keep getting an error message in the dimensions I enter?

Your item is too large or too small to send with Australia Post. We are unable to accept items which exceed or do not meet certain size restrictions. Entering this data ensures your item fits within the acceptable size range. The length and width of an item must not be less than 10cm, and the height less than 5cm. The girth cannot be greater that 140cm.

Full detail on item dimensions and sizes is available at http://auspost.com.au/personal/parcel-dimensions.html.

For international items, why do I have to enter the declared value?

Declaring the value of your parcel enables us to calculate the cost of extra cover if you require it. For more information on extra cover, refer to the questions below. Customs also requires the value of the item be declared. Note - declaring an incorrect value is a federal offence.

What is extra cover? How much will it cost and how much will I be covered for?

Extra cover is insurance to protect your parcel in transit, and to ensure re-imbursement of costs should any damage or loss occur (conditions apply).

Domestic items

Extra cover is available with all domestic signature service items prepared through Click and Send. Coverage is available up to $5000. Conditions apply. If you tick the extra cover requirement, you'll need to enter the amount of extra cover required in the ‘Amount of Extra Cover’ field and a description of the item being covered.

International items

For international items, you receive:

  • coverage against loss, theft, or damage of your international mail
  • proof of posting
  • secure handling
  • a signature on delivery.

With Express Courier International and Express Post International (parcels), you may purchase extra cover of up to $5,000 to all destinations. With Air Mail, extra cover of up to $5,000 is generally available, although some countries have a limit lower than $5,000.

If you tick the extra cover requirement, you automatically insure your item for the amount entered in the ‘Declared Value’ field. The services offered will include only those which can provide extra cover to the amount required.

Some items cannot be covered, and some items will only be accepted for delivery if they are covered. For more information, and country specific conditions, see the International Post Guide (available at http://auspost.com.au/internationalpost/download/index.html).

Why do I have to describe the items I am sending internationally?

Both the postal service and customs must be aware of what is in the package you are sending, in order to confirm insurance coverage, and most importantly, to ensure prohibited items are not sent through the postal system.

What are the two tracking options for domestic items?

All domestic parcels prepared through Click and Send have a unique identification number on the address label which enables you to track your delivery online. For extra peace of mind, Australia Post can also capture a signature on delivery of your item.

Please note a signature must be obtained on delivery for items which have extra cover. This option will already be selected if you have requested extra cover.

What are delivery instructions?

Delivery instructions are instructions for our parcel delivery contractors when delivering your item. You can select from a list of instructions in the drop down menu. If you require a signature on delivery, these instructions will not be available.

What do I put in the 'Item reference' field?

The 'Item reference' field is for your records and to assist with reconciliations of your shipments. The reference may be a purchase order number, name of recipient, invoice number etc, or you can simply leave the field blank. To assist you in packaging your items, your reference will be printed beneath the 'Send from' address on your shipping label.

What happens if I tick 'Save address'?

The address will be saved to your address book in Click and Send, and will be available to you for sending future items.

What does the 'email notification' button do?

If you would like to inform your customers that their item is on the way, use the 'email notification' button to set up this handy function. This is a simple step to provide the sender, receiver or third party with an email notifying them the parcel has been processed.

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