Frequently asked questions

What's the difference between signing up now and signing up later?

Signing up now enables you to become a registered user and gives you access to additional features, including:

• importing addresses and item data so you don't need to retype information every time
• generating reports showing all your consignment details so you can access shipping information more efficiently
• accessing up to 3 months shipment history so you can easily and quickly view completed shipments
• providing proof of shipment to your customers or third parties for domestic items and Express International items by emailing the item details and a link to our tracking site
• sending pre-shipment email alerts to your customers to enhance your service levels.

You can always utilise the Click and Send service without signing up. However, by registering you'll unlock many additional features that can help make your shipping process faster and more efficient.

What is ABN/ACN?

ABN stands for Australian Business Number. The ABN is a unique 11 digit identifying number that businesses use when dealing with other businesses. You also need an ABN for certain dealings with the Tax Office and other areas of government.

ACN stands for Australian Company Number and is required for invoicing and GST. If you're a registered company, you should have an ACN. Please note that it is not mandatory to share this information in order to process an item.

Do I need to have an Australia Post account?

You do not require an Australia Post account to register or use Click and Send. If you currently have an account, please enter it into the registration field. This enables you to charge your transactions from Click and Send to your account. (Please note - transactions by account customers will ALWAYS be charged to their account - i.e. you cannot enter an account number, and then choose to pay by credit card).

If you do not have an account, you can pay for all services using your credit card.

What is a Registered International Customer (RIC)?

A RIC is a registered customer of the international division of Australia Post. RIC customers do not have to show ID every time they send a parcel because the RIC number acts as the identification.

Should I become a RIC and how can I apply?

Of course! If you are a regular user of international postal services, it can save you time and hassle. To apply, you need to have an Australia Post account. You can obtain an application form from your Australia Post Account Manager or call 1800 007 678.

I have an account but can't remember the number. What do I do?

If you can locate a recent invoice, your account number will be on that document. If not, please contact your account manager for assistance.

What if I need to change my profile details?

Click and Send registered users can do this under the Admin tab on the website, and then proceed to 'My User Account'.

What if I forget my password?

Click the 'I forgot my password' button. Enter your email address and an email will be sent to you with your new password details.

What if I forget my user name?

Please call 1300 662 710 and speak to a customer agent. The agent will ask you a few questions to confirm your identity and then will be able to assist you.

What name should I be using?

Please enter the name of the individual who is responsible for sending the item.

Do I need to enter area codes for the phone number?

Yes, when completing the sender's phone number, please include the applicable area code. This enables us to contact you in case there are any issues with delivering your item.

What other information will help ensure my item is processed properly?

There are several other things you can do to help the shipping process run smoothly, including:

• ensuring the receiver's address is fully complete, including street type (e.g. Avenue, Way, Crescent)
• ensuring the state or province is spelled out and not just an acronym (e.g. California instead of CA)
• completing the postal code field (required for domestic items)
• including area codes and city codes within the telephone number fields, as applicable.

What if I make a mistake?

To change any information you have provided, click on the step that requires changing (eg 'Step 1. Item'). Make the necessary change in the applicable fields, and then continue through your booking as usual. You'll be able to review a summary of your items before completing the transaction.

What if I don't know the postcode of the 'send to' address?

Postcodes are mandatory when shipping to certain international destinations including China, South Korea, Japan, Spain, France, Hong Kong, Singapore, UK and USA.

For international addresses, you can still send your item to most countries without a postcode or zip code. However, this may cause delays in delivery.

For Australian addresses, a postcode is always required. There are several ways to locate the postcode:

• click on the 'Search City/Postcode' button to retrieve a list of postcode / town combinations, choose the correct combination and select yes
• send an email to the receiver to confirm the shipping address and postcode
• locate the postal office website for the country you are sending to. Many websites have a postcode locator tool that allows you to find the correct postcode.

What if the 'send from' address is different to the address I want a courier to pick up from?

If you choose to have the item collected by courier, you can confirm the pickup address on the Courier Booking page. The address fields are automatically populated with the sender's address, but can be changed. Please ensure the pickup address you enter is the address where you want the courier to arrive.

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.

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 10cm x 20cm x 5.5cm) weighs around 2.7kg
• a Blackberry weighs around 135g
• food and drink items you have in your fridge or pantry could also provide a handy reference point for comparison of other weights.

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.

Find out more about size and weight guidelines.

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?

We recommend purchasing Extra Cover when sending valuable goods and documents up to the value of $5,000. View Extra Cover terms and conditions.

Extra Cover is available with all domestic Signature on Delivery items prepared through Click and Send. Coverage is available up to $5000. View Extra Cover terms and conditions.

If you tick the Extra Cover requirement, you'll need to enter the amount required in the 'Amount of Extra Cover' field and a description of the item being covered.

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 cover your item for the amount entered in the 'Declared Value' field. Only those services for which the specified 'Declared Value' of Extra Cover is available will be presented. 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 our International Post Guide.

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 2 tracking options for domestic items?

All domestic parcels prepared through Click and Send have a unique identification number on the address label which lets you track your delivery online. For extra peace of mind, we can also capture a Signature on Delivery for your item.

Please note: a Signature on Delivery must be obtained 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.

What is the difference between a gift, commercial sample and 'other' in the customs information screen?

Items are treated differently by customs, depending on why they are being imported. These regulations are different according to the destination country's rules and regulations.

What does 'Country of Origin' refer to?

This refers to the country from where the items being sent were made. For example, if you are sending an item that was made in China, 'Country of Origin' is China, even if you are sending it from Australia.

What is an HS Tariff number?

An HS Tariff Number is only required if the article is being sent for commercial reasons.

What is an Export Declaration Number? Where do I get one?

An Export Declaration Number is only required for items worth $2000 or more. These can be obtained from the Australian Federal Government Customs website www.customs.gov.au (look under Imports/Exports). You can also call Customs on 1300 363 263.

Alternatively, Export Declaration Number applications can be found in selected Australia Post retail outlets.

Why do I sometimes get fewer service options to choose from?

Once you enter the size, weight, destination, Extra Cover requirements and other item details, only the service options that match your requirements will display.

For example, Express Post will only be offered if both your origin and destination fall within the Express Post network, Registered Post International is only available for items under 2kg, Express International services are not available to all countries such as Guam, French Polynesia and Saudi Arabia, and Extra Cover for parcels is not available to some destinations (e.g. El Salvador or Congo among other countries with the Air Mail service).

What is the difference between the services offered?

Refer to the table in delivery services to help you determine which delivery service is best for your item.

Why do the service prices vary?

The prices vary according to the service selected, and the origin and destination of your item.

For instance, Express Post offers next business day delivery within the Express Post network but Parcel Post does not. Or Express Courier International enables your parcel to be delivered within 2 to 4 business days, and includes full tracking and signature on arrival.

Pricing is also based on geographic zones, so the same service is priced differently depending on the destination country/zone.

^Over specified routes. Conditions apply. If we do not deliver as promised, your postage will be refunded upon presentation of the customer receipt for the parcel.

Does the pricing include Extra Cover?

The pricing shown on the service selection screen will include Extra Cover if that option was selected in the previous screen. For further information on Extra Cover, see FAQs listed under 'entering item details'.

View Extra Cover terms and conditions.

What happens if I delete an item?

Upon selecting the trash can icon, you are asked to confirm if you want to delete the item. If you select yes, all information about that item will be lost and you'll have to start from the beginning of the Click and Send process.

What if I see a mistake and need to update some information about an item?

Check the item details and if changes are required, select the 'pencil' icon. This is the last opportunity to edit information.

Why do I need to read and accept the Terms and Conditions in order to progress?

There are specific policies and procedures associated with sending items to and from Australia. Legally, you must acknowledge that you have been informed of these prior to sending your items. Therefore you need to accept these Terms and Conditions prior to completing the transaction.

Why are the two payment option buttons at the bottom greyed out so I can't progress?

You need to review the Terms and Conditions and place a tick in the box which states you have read and accepted the Terms and Conditions. Once the box is ticked, the two payment option buttons will become accessible.

What if I want to pay by credit card, even though I'm an account holder?

During the registration process you will be asked whether you have an Australia Post account. If you answer 'yes' and input the account number, your transactions will be automatically processed using this account number. If you do not wish to use your account, answer 'no to the account holder question. You'll then be asked to pay by credit card at the time of processing.

If I pay now, do I have to get a courier pickup or can I lodge at a postal outlet?

If you pay now, you must arrange a courier pickup. If you'd like to lodge at a postal outlet, make your payment when you lodge.

If I pay now, do I have to get a courier pickup, or can I lodge at a postal outlet?

If you pay now, you must arrange a courier pickup. If you would like to lodge at a postal outlet, make your payment when you lodge.

Why do the courier pickup options change if I change the pickup address?

A convenient feature of the booking system is that it notifies you of the specific services that meet your needs (i.e. destination or time requirements). To meet our service delivery standards, lodgement cut off times apply, and this may be based on the pickup location. If you make a booking after a certain time of day, such as 1pm in some locations, a same-day courier pickup may not be available.

Note: courier pick-up of Postal Articles is not available to all addresses and locations. The Click and Send website will inform you if pick-up is not available at your address.

Why does the pricing change for the different pickup options?

The GST payable varies depending on the destination of items being picked up. Courier pickup of international parcels does not attract GST. Courier pickup of domestic parcels does.

For courier pickups of shipments containing both domestic and international parcels, GST will be applicable for part of the pickup fee, based on the amount of domestic items compared to the total shipment.

Why can't I pay on my Australia Post account?

You can. If you are a Registered User of Click and Send and have entered your Australia Post account number in your user profile, all transactions will be charged to your account. You must be a Registered Click and Send User and have an Australia Post account to be eligible to do this.

What if I want to order a pickup for two days' time?

This service is not available online at this time. You will need to arrange the pick up the day before, or on the same day you want to lodge your item.

What if I do not have a credit card?

If you don't have a credit card, you will be given the option to select to pay at an Australia Post outlet using cash or EFTPOS. You can still prepare all the paperwork using Click and Send. Online payments can only be completed using a credit card or your Australia Post business credit account.

What happens if the payment site does not load on my browser?

This may indicate a problem with our system or that of the bank. Please contact the Call Centre (1300 662 710) immediately should you have problems with the payment site.

Will an email be sent to these addresses for this item only?

Yes, unless you set up that email address as a default for all items. If you wish to do this, go to the 'Admin' tab and manage your email settings from there.

I am having some challenges with archiving, creating reports, managing addresses, importing addresses and/or data files. What can I do?

Please call the Call Centre on 1300 662 710 and speak to a customer agent. The agent will ask you a few questions to confirm your identity and then will be able to assist you.

What do I do with the labels once they are printed?

Domestic items

Sign your address label and securely attach it to your item. If using tape, be careful not to obscure any barcodes when attaching the label. A single address label only is printed - please attach this directly to your parcel. Do not use a plastic pocket as it may create processing issues.

International items

Once the labels are printed, sign all 4 copies and then place 3 copies in a clear plastic pocket and attach the pocket to the item. Keep the fourth copy for your own records.

Plastic pockets can be obtained from your courier driver, or at postal outlets. Stick them on the parcel you are sending, ready for the courier pickup or for you to lodge at your nearest Australia Post outlet.

Do I have to print them now or can I do it later?

As a registered user, you have processed your item all the way to the 'print labels' screen. It is important that you print your labels when they appear on the PDF pop up screen. If you navigate away from the printing screen, you won't be able to re-access the labels for that specific booking.

If you have simply entered the items and not yet commenced processing, Click and Send will store the information in the 'item summary' screen until you are ready to commence processing.

Users who are not registered must complete the process in the same session, or all data will be lost.

How do I track my item or email proof of shipment to other parties?

In the 'Item History' screen, you can view details of items you've previously sent. To access this screen, select 'History/Tracking', then 'Item History' from the menu at the top of the screen.

For all domestic items and International Express services, click the 'tracking' button next to it, and the delivery tracking information for that item will be displayed.

Alternatively, if you wish to provide proof of shipment by emailing the item details and a link to our tracking site to the recipient or a third party, select the 'Request info' button and enter the email addresses of the desired recipients.

Track event information for domestic items is available for a period of up to 60 days from when the item was sent.