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?
With BEX Online you can despatch freight, create pick-up bookings, Track & Trace and calculate costs.
My quote doesn’t price and informs me to contact Border Express, what do I do now?
What is BEX Online?
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 customers who have a high volume of freight; require controlled returns and/or transfers; have slow or intermittent internet connection; require high speed despatch 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?
Can I collect from your depots?
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.
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?
Do you do home deliveries?
Do you do same day delivery?
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?
I have a ‘Sorry We Missed You’ card and my goods have returned to the Border Express depot – can I collect or have redelivered?
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?
I was home. Why did I receive a ‘Sorry We Missed You’ card?
If my parcel has gone back to the depot, how long will it be held there?
My item was damaged when I received it. What should I do?
What happens if I’m not home?
Why has my item been returned to the sender?
General
Can I connect to Border Express systems through an API?
Do you offer warehousing?
Does Border Express offer one-off shipments?
How do I open an account with Border Express?
What are your normal business hours?
What time do deliveries start and end at each branch?
Where are your depots located?
Who do I contact regarding invoice enquiries?
Why don’t you supply phone numbers?
This approach enables us to provide efficient and reliable support, ultimately improving the overall customer experience.
Sending
An item I sent was damaged. What should I do?
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?
Are there weight and dimension restrictions?
Can I get ‘Proof of Delivery’ if I’m not a Border Express account holder?
Can I request a specific delivery time and day?
Can I request the goods be delivered without a signature on delivery?
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?
Do I need an account to ship with you?
Do you move dangerous goods?
Do you supply pallets?
Do you use air freight?
Do your trucks come with a forklift?
How do I book a pick up?
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?
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?
Is there anywhere you don’t deliver to?
My freight needs to have a change of delivery address after it has been picked up – how do I change this?
What are you not able to transport?
What is considered as dangerous goods?
Please refer to the profile sheet for more detail.
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 mentions a UN number in chapter 14, it is a dangerous goods.
What is the cut off for same day pick up?
Why is my Border Express delivery made by another carrier or company?
Will the driver collect my goods if not properly packed?
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?
Can I track my pick up booking?
How can I track my delivery?
What does ‘In Transit’ mean?
When will my item be delivered?
Where do I find the tracking or consignment number?