FAQs
If you’ve got a question, or need some assistance, there are many ways we can support you. Try our list of FAQ’s below.
Browse our FAQs
Browse our FAQ’s or select a category to help you find the answers you are looking for.
BEX Online
How do I create a BEX Online account?
A qualified account is required to move goods through our network. We provide trading accounts for customers who have regular freight requirements. We do not service one-off movements or provide trading accounts for ad-hoc freight requirements. Find out more here.
Once you have an account with Border Express, your account manager will guide you through the process of setting up access to BEX Online. BEX Online is our secure web-based, customer portal, which you can use to manage your freight from any computer, anywhere, any time.
With BEX Online you can dispatch freight, create pick-up bookings, Track & Trace and calculate costs.
Once you have an account with Border Express, your account manager will guide you through the process of setting up access to BEX Online. BEX Online is our secure web-based, customer portal, which you can use to manage your freight from any computer, anywhere, any time.
With BEX Online you can dispatch freight, create pick-up bookings, Track & Trace and calculate costs.
What is BEX Online?
BEX Online is our secure web-based customer portal, which you can use to manage your freight from any computer, anywhere, any time. With BEX Online you can dispatch freight, create pick-up bookings, Track & Trace and calculate costs.
BEX Online gives you greater visibility of your freight, as the system creates a label that works through our sortation equipment and provides accurate live tracking of your despatch.
The portal is ideal for qualified customers who have a high volume of freight; require controlled returns and/or transfers; have slow or intermittent internet connection; require high speed dispatch and label printing; require the ability to bulk import consignments; or regularly send identical freight to multiple receivers.
BEX Online gives you greater visibility of your freight, as the system creates a label that works through our sortation equipment and provides accurate live tracking of your despatch.
The portal is ideal for qualified customers who have a high volume of freight; require controlled returns and/or transfers; have slow or intermittent internet connection; require high speed dispatch and label printing; require the ability to bulk import consignments; or regularly send identical freight to multiple receivers.
Delivery
Can a driver bring my delivery into my home?
Due to health and safety reasons, our drivers are not permitted to enter your home but work to ensure deliveries are left in a safe and accessible place. Read more about this topic here: https://www.borderexpress.com.au/news-stories/safety-first-why-our-drivers-cannot-bring-parcels-inside-your-home/
Can I collect from your depots?
You can collect your consignment from a local depot during weekdays, but will need to first contact support to arrange a pick up.
Please ensure you bring proof of ID and your item's consignment number and wear enclosed shoes when you visit a Border Express depot for a collection.
Our depots aren’t open on weekends or public holidays. Your item will be held in our depot for up to 5 business days. During this time, you can arrange collection, redelivery or redirection. After 5 days, the item will be returned to the sender.
Note: Valid ID includes any state or federal photo ID – such as a Driver’s License, Proof of Age Card, Boat License or Passport.
Please ensure you bring proof of ID and your item's consignment number and wear enclosed shoes when you visit a Border Express depot for a collection.
Our depots aren’t open on weekends or public holidays. Your item will be held in our depot for up to 5 business days. During this time, you can arrange collection, redelivery or redirection. After 5 days, the item will be returned to the sender.
Note: Valid ID includes any state or federal photo ID – such as a Driver’s License, Proof of Age Card, Boat License or Passport.
Can the driver call me prior to delivery?
Due to road safety reasons, our drivers are unable to contact or call you prior to delivery. Please contact customer service for alternative arrangements if required.
Do you deliver to PO boxes or post offices?
Border Express provides a door-to-door delivery which means we need a physical street address. We do not deliver to PO boxes or post offices.
If there is no safe place to leave a parcel, or a signature is required, the driver will leave a ‘Sorry We Missed You” card either at your front door or letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.
If there is no safe place to leave a parcel, or a signature is required, the driver will leave a ‘Sorry We Missed You” card either at your front door or letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.
Do you do home deliveries?
Yes, Border Express can do home deliveries. A qualified account is required to move goods through our network. Please visit our Get Started page for more information.
Do you do same day delivery?
No, all goods pass through our cross dock facilities and deliveries in the same location will be next day. If you would like an estimated transit time, please head to our transit time estimator here.
If you are enquiring about a consignment already on its way, please head to Quick Track and type in your consignment (connote) number or you can Login to BEX Online if you are an Account Holder.
If you are enquiring about a consignment already on its way, please head to Quick Track and type in your consignment (connote) number or you can Login to BEX Online if you are an Account Holder.
How can I get my item redelivered or redirected?
If an item/s you have sent has been returned to a Border Express depot, you may be able to have it redirected or redelivered to an alternative address. Please contact customer service with your consignment number.
I have a ‘Sorry We Missed You’ card and my goods have returned to Border Express – can I collect or have redelivered?
You can arrange for collection by scanning the QR code on your 'Sorry we missed you card' or by heading to contact support and choosing the 'I received a sorry we missed you card' option from the drop down list provided. Your parcel will be available for collection from the local Border Express depot the next business day after we attempted to deliver your goods.
Please ensure you bring proof of ID and your item's consignment number and wear enclosed shoes when you visit a Border Express branch for a collection.
Note: Our depots aren’t open on weekends or public holidays.
You may be able to have your item redirected or redelivered to an alternative address. Please contact the company that has sent the item/s to you who will be able to arrange with Border Express.
Please ensure you bring proof of ID and your item's consignment number and wear enclosed shoes when you visit a Border Express branch for a collection.
Note: Our depots aren’t open on weekends or public holidays.
You may be able to have your item redirected or redelivered to an alternative address. Please contact the company that has sent the item/s to you who will be able to arrange with Border Express.
I haven’t received my item. What should I do?
First, use our Quick Track tool to see if it’s on its way. If it doesn’t show up there, please contact customer service. Don’t forget to provide us with your tracking (consignment number) and a detailed description of your item. We’ll then conduct a thorough investigation and keep you informed at every step of the way.
This decision is based on optimising our customer support process and streamlining issue resolution. By exclusively capturing information through our webform, we can effectively manage and expedite the resolution of customer issues, ultimately improving the overall customer experience.
However, if you have not received a response within 48 hours of logging a customer service ticket here, you can contact us directly on 1300 100 239.
At Border Express we have made the decision not to advertise our phone numbers.
This decision is based on optimising our customer support process and streamlining issue resolution. By exclusively capturing information through our webform, we can effectively manage and expedite the resolution of customer issues, ultimately improving the overall customer experience.
However, if you have not received a response within 48 hours of logging a customer service ticket here, you can contact us directly on 1300 100 239.
I was home. Why did I receive a ‘Sorry We Missed You’ card?
Our drivers make every reasonable attempt to deliver your items to you. To ensure their safety, there are a few exceptions to this policy. If your front door is not easily accessible – for example, you live in a gated property, rural property that is fenced or has a driveway unsuitable for heavy vehicles, or secure apartment building – we will leave the ‘Sorry We Missed You’ card in your letterbox.
If my parcel has gone back to the depot, how long will it be held there?
Your item will be held in our depot for up to 5 business days. During this time, you can arrange collection, redelivery or redirection. After 5 days, the item will be returned to the sender.
My item was damaged when I received it. What should I do?
To find out more, we recommend that you contact your sender (likely the company you have purchased the item from) to report your issue.
What happens if I’m not home?
If the parcel/delivery does not require a signature, the driver will attempt to leave your delivery in a safe place.
If a signature is required or, if there is no safe place to leave a parcel, the driver will leave a ‘Sorry We Missed You” card either at your front door or letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.
By exclusively capturing information through our webform, we can effectively manage and expedite the resolution of customer issues, ultimately improving the overall customer experience.
However, if you have not received a response within 48 hours of logging a customer service ticket here, you can contact us directly on 1300 100 239.
If a signature is required or, if there is no safe place to leave a parcel, the driver will leave a ‘Sorry We Missed You” card either at your front door or letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.
By exclusively capturing information through our webform, we can effectively manage and expedite the resolution of customer issues, ultimately improving the overall customer experience.
However, if you have not received a response within 48 hours of logging a customer service ticket here, you can contact us directly on 1300 100 239.
Why has my item been returned to the sender?
Your item will be held in our depot for up to 5 business days. During this time, you can arrange collection, redelivery or redirection. After 5 days, the item will be returned to the sender as, unfortunately, we are unable to store or hold items indefinitely.
General
Can I connect to Border Express systems through an API?
Yes, please see our Integrations page or, if you are not yet a Border Express customer, please visit our Get Started page for more information.
Do you offer warehousing?
Border Express is a national transport and distribution services company. For more information about our services, please refer to our Warehousing Solutions page.
Does Border Express offer one-off deliveries?
No, we do not offer adhoc or one-off deliveries. To use our network for moving goods, you need a qualified account with a minimum monthly spend of $3,000, which varies by state. Please visit our Get Started page for more information.
How do I open an account with Border Express?
Please visit our Get Started page or fill in our sales enquiry form for more information.
Looking for a phone number?
At Border Express we have made the decision not to advertise our phone numbers.
This decision is based on optimising our customer support process and streamlining issue resolution. By exclusively capturing information through a webform, we can effectively manage and expedite the resolution of customer issues, ultimately improving the overall customer experience.
However, if you have not received a response within 48 hours of logging a customer service ticket here, you can contact us directly on 1300 100 239.
What are your normal business hours?
Normal business hours are 9am-5pm Monday to Friday. Excludes Public Holidays.
What time do deliveries start and end at each depot?
Deliveries are serviced from 8am – 5 pm as part of normal business hours in line with our transit schedule.
Where are your depots located?
Our Border Express depot locations are listed here on our Network page.
Who do I contact regarding invoice enquiries?
Please email accountsreceivable@borderexpress.com.au with your enquiry.
Sending
An item I sent was damaged. What should I do?
Please contact your Border Express Account Manager or contact customer service.
Are there any suburbs or regions that you don’t deliver to?
Are there set days that you deliver freight to outer regional/regional areas?
There may be some locations due to their remoteness that we do not service daily. Please contact support if you have a specific enquiry.
Are there weight and dimension restrictions?
We have freight profile guidelines that help us service your goods to our high standards through our network while also keeping our people and community safe. Our drivers may seek assistance at the delivery point to lift freight if it is oversized or on the extreme limits of carton weight, i.e. 32kg or over. Border Express customers can contact their Account Manager or support for further details.
Alternatively, please refer to our packaging and labelling guidelines for more information.
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel.
Alternatively, please refer to our packaging and labelling guidelines for more information.
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel.
Can I get ‘Proof of Delivery’ if I’m not a Border Express account holder?
If your name or company name is listed on the consignment note, you can obtain "Proof of Delivery." If you are not listed you can request this from the Account Holder or Sender of the goods.
Can I request a specific delivery time and day?
We do our best to meet our customers’ requests, but it’s not always possible to make your delivery within a specific time window, due to our schedules and the high volume of deliveries our drivers are making. Border Express customers wanting to enquire about customers with delivery window requirements should contact their Account Manager or customer service for further details.
Can I request the goods be delivered without a signature on delivery?
Yes, when booking the delivery, the Sender can put an "Authority To Leave" (ATL) in the special instructions. This will be given to the driver to permit the delivery of goods without a signature. The ATL should also have instructions on where to leave the goods.
Please note that residential deliveries will default to ""Authority to Leave."" If the driver cannot find somewhere safe to leave a parcel/s, a ""Sorry We Missed You"" card will be left."
Please note that residential deliveries will default to ""Authority to Leave."" If the driver cannot find somewhere safe to leave a parcel/s, a ""Sorry We Missed You"" card will be left."
Can you transport refrigerated goods?
Border Express does not currently offer refrigerated transport.
Do I need an account to use Border Express services?
Yes, a qualified account is required to move goods through our network. We provide trading accounts for customers who have regular freight requirements. We do not service one-off movements or provide trading accounts for ad-hoc freight requirements. To use our network for moving goods, you need a qualified account with a minimum monthly spend of $3,000, which varies by state. Please visit our Get Started page for more information.
Do you move dangerous goods?
We are fully compliant with the Dangerous Goods Code for the transportation of dangerous goods. There are a number of exclusions that we choose not to carry. Additionally, Border Express does not currently offer refrigerated transport or waste management and transport.
If you are an existing customer, please contact customer service for more information. If you are not yet a Border Express customer, please visit out Get Started page.
If you are an existing customer, please contact customer service for more information. If you are not yet a Border Express customer, please visit out Get Started page.
Do you supply pallets?
Border Express does not supply pallets. Customers should source the pallets they need either from the pallet hire companies, CHEP or LOSCAM, or alternatively purchase or re-use good quality plain pallets. It is important for the sender to check whether the receiver has a CHEP or LOSCAM account before despatching any palletised consignments to them. If the receiver does not have a CHEP or LOSCAM account, then the sender should despatch the freight on a plain pallet.
Do you use air freight?
Border Express does not currently offer an air service.
Do your trucks come with a forklift?
Our vehicles do not carry forklifts. We do, however, have trucks fitted with tailgates to enable ease of delivery where there is no forklift on site.
How do I book a pick up?
If you’re a Border Express customer, head to BEX online.
A qualified account is required to move goods through our network. Please visit our Get Started page for more information.
A qualified account is required to move goods through our network. Please visit our Get Started page for more information.
How should deliveries be packaged and labelled?
Please refer to our packaging and labelling guidelines.
A driver may refuse to collect goods that are not fit for travel.
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel. (e.g. no shrink wrap on a pallet, no labels on cartons, product is loose and not in cartons.)
A driver may refuse to collect goods that are not fit for travel.
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel. (e.g. no shrink wrap on a pallet, no labels on cartons, product is loose and not in cartons.)
I don’t have access to a printer – Will the driver bring me labels & a connote?
If you do not have access to a printer, you can contact customer service once you have created your consignment.
Is there anywhere you don’t deliver to?
We are a national carrier and deliver to the majority of postcodes in Australia. Please note additional charges may apply to the account holder where the delivery point is in a remote location. In some areas, we have contracted other agents to deliver on our behalf. Whether it’s Border Express or another carrier that delivers will depend on the location and situation.
We do not deliver to PO boxes or post offices.
We do not deliver to PO boxes or post offices.
My freight needs to have a change of delivery address after it has been picked up – how do I change this?
Please contact your sender (likely the company you have purchased the item from) to advise. They have arranged for the freight to be transported and can communicate the requirements to Border Express. Please note that a charge will be applied if we have already attempted delivery or the freight needs to be relocated.
What are you not able to transport?
While we are fully compliant with the Dangerous Goods Code for the transportation of dangerous goods, there are a number of exclusions that we choose not to carry. Please refer to the profile sheet for more detail. Additionally, Border Express does not currently offer refrigerated transport or waste management and transport.
What is considered as dangerous goods?
Dangerous goods are articles or substances which are capable of posing a hazard to health, safety, property or the environment. They need to be packed, marked, labelled and documented properly, handled carefully and shipped by personnel who have received dangerous goods training to ensure they arrive safely at their destination.
The attached profile sheet provides a list of dangerous goods and their compatibility to be transported together.
Border Express is fully compliant with the Dangerous Good Code for the transportation of dangerous goods. There are a number of exclusions that we choose not to carry.
If you are an existing customer, please contact customer service for more information. If you are not yet a Border Express customer, please visit out Get Started page.
If you’re not sure whether your shipment is classified as dangerous goods, ask the manufacturer or supplier for a Safety Data sheet (SDS). If it shows or mentioned a UN number in Chapter 14, it is dangerous goods.
The attached profile sheet provides a list of dangerous goods and their compatibility to be transported together.
Border Express is fully compliant with the Dangerous Good Code for the transportation of dangerous goods. There are a number of exclusions that we choose not to carry.
If you are an existing customer, please contact customer service for more information. If you are not yet a Border Express customer, please visit out Get Started page.
If you’re not sure whether your shipment is classified as dangerous goods, ask the manufacturer or supplier for a Safety Data sheet (SDS). If it shows or mentioned a UN number in Chapter 14, it is dangerous goods.
What is the cut off for same day pick up?
Cut off is 1pm. If you have a requirement outside this time then please contact support who will advise what is possible. Please note that collections/pick ups in regional or remote areas can take additional time to be completed.
Why is my Border Express delivery made by another carrier or company?
In some areas, we have contracted other agents to deliver on our behalf. Whether it’s Border Express or another carrier that delivers will depend on the location and situation.
Will the driver collect my goods if not properly packed?
Please refer to our packaging and labelling guidelines. A driver may refuse to collect goods that are not fit for travel.
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel. (e.g. no shrink wrap on a pallet, no labels on cartons, product is loose and not in cartons.)"
Due to the Chain of Responsibility guidelines it is critical that the goods are presented to Border Express in a state fit to travel. (e.g. no shrink wrap on a pallet, no labels on cartons, product is loose and not in cartons.)"
Tracking
Can I track my delivery with a consignment (connote) number?
Head to Quick Track and type in your consignment (connote) number or you can Login to BEX Online if you are an Account Holder.
Can I track my pick up booking?
Border Express customers can track a booking for a pick up at BEX Online on the "Pick Ups" tab.
How can I track my delivery?
Head to our homepage or click Quick Track here and type in your consignment (connote) number or you can Login to BEX Online if you are an Account Holder.
What does ‘In Transit’ mean?
The tracking status "In Transit" means that your goods are travelling between our deports. The delivery has been lodged by the sender and is currently being processed through our network. The next tracking term you should see will be "On truck for Delivery."
When will my item be delivered?
You can track your items online through Quick Track . If you are a Border Express customer you can refer to BEX Online.
Where do I find the tracking or consignment number?
The sender should be able to provide you with the consignment note number (tracking number). It’s usually found on the confirmation email that the sender provides you when the item is sent from their store or warehouse.
