Book & manage a pickup

You can arrange a recurring pickup by contacting your account manager, or you can book a one-off pickup in Parcel Send.

Pickups can be booked when you create a shipment return or transfer, or from the Pickups page.

If you regularly create pickups with the same details, you can set pickup defaults to automatically fill in those details when you create a new pickup.

Parcels must be ready to ship (packaged and labelled) by the pickup date and time you’ve requested.

Note: the requested time is not the time the driver is booked to arrive, it’s the earliest time a driver can arrive for the pickup.

To book a pickup

1. Go to Pickups in the left-hand menu, then click Book a pickup.
2. Complete Your contact details. We have pre-filled your name and email address from your login details.
3. Enter your Pickup details. If the contact details for pickup are the same as yours, simply check Same as my contact details.
   
   If your pickup details are prefilled but not correct, you can either edit your default pickup details or, if you don’t want to change your default settings, click Use different pickup details.
   
   The Pickup point is where the driver will collect the pickup from (for example, side loading bay or front door). Latest pickup time is the latest time the driver can arrive.
4. Choose your Pickup date and Earliest pickup time.
   
   Note: The Earliest pickup time is not the time the driver is booked to arrive, it’s the earliest time a driver can arrive for the pickup. Pickups are currently only possible on business days.
5. Enter your shipping method. This must be the same shipping method you chose when you created the shipment.
   
   For Premium and Fixed Price Premium services, you must choose Premium. For Express services, choose Express.
   
   Note: If you need to send different parcels using different shipping speeds, you’ll need to book a second pickup.
6. Enter your parcel details. If you have more than one packaging type using the same shipping method, click Add parcel type.
7. Click Book pickup. Your scheduled pickup booking will appear in Pickups.The Pickups page shows all scheduled pickups. Past pickups are displayed for 3 days after the entered pickup date.
   

Change or cancel a booked pickup

To change or cancel a pickup, call us on 13 23 45. Pickups can’t be changed or cancelled online.

Note: changes or cancellations made by phone are not updated on the Pickups page.

Problems with a booked pickup

The time you set in your pickup booking is the earliest time the driver may arrive. If the driver hasn't arrived yet, they may still arrive later in the day.

If your booked pickup time has passed, contact the customer service team with your booking reference number on 13 23 45 or via customerservice@startrack.com.au.

Change your default pickup details

The default pickup details are pre-filled for pickups booked from the Pickups page.

You can use different pickup details without changing the default by clicking Use different pickup details in the pickup booking form.

If you’re worried that your driver won’t make it before you close for the day, you can set your latest closing time.

To edit your default pickup details

1. Click Settings in the left-hand navigation or click Edit default pickup details from the Book a pickup screen.
2. Enter the new address details.
3. Select your Latest pickup time.
4. Click Save.  

To book a pickup

1. Create a new shipment by clicking + New Shipment.
2. Fill in the details for your shipment.
3. Select a Pickup date for the shipment.
4. Choose a Shipping method.
   Each method has a cut off time (see the table below), and you’ll see a list of the methods that are available before the cut-off time based on your sender address.
   Choose an ID option if you require the driver to verify the recipient.
   If you choose a Now or Now ID product you must also choose the earliest possible pickup time.
   Note: The pickup time is not the time the driver is booked to arrive, it’s the earliest time the driver can arrive.
   

5. Click Save shipment. Your pickup will be booked, and your saved shipment will appear on the Shipments.

Change or cancel a booked pickup

To change or cancel a pickup, call us on 13 13 20. Pickups can’t be changed or cancelled online.

Note: changes or cancellations made by phone are not updated on the Pickups page.

Problems with a booked pickup

The time you set in your pickup booking is the earliest time the driver may arrive. If the driver hasn't arrived yet, they may still arrive later in the day.

For problems with a booked pickup, please call 13 13 20 between 8am - 6pm, or email your state enquiry centre:

NSW: stcenquirynsw@auspost.com.au
VIC: stcenquiryvic@auspost.com.au
QLD: stcenquiryqld@auspost.com.au
SA: stcenquirysa@auspost.com.au
WA: stcenquirywa@auspost.com.au