Frequently Asked Questions

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Nothing to show :(
Try Different Keyword
How do I pay?

Invoices can be paid via cheque, direct deposit, or credit card (phone or online at the time of booking.

Do you accept cash on delivery?

We do not accept cash on pick up or delivery.

Can I pay using a credit card?

Yes, you can pay via Visa or Mastercard, EFT is only available to corporate account holders.

Will you deliver to a P.O Box?

We do not deliver to P.O boxes.

Will my shipment be delivered today?

Yes, we aim to deliver all shipments booked on the day they are booked.

When can I expect the driver to pick up my shipment?

Depending on the service level selected, we will ensure that your item is collected and delivered within the estimated time of arrival quoted at the time of booking.

What if I don’t have a printer to print the labels?

You can always create your own labels or jot down the delivery address on each item.

What happens when no one is there to accept the delivery?

If no ATL instruction was provided at the time of booking, then our customer service team will get in touch to obtain instructions. The goods can be returned to the sender (extra charges will be applicable) or can be left in a safe place if instructed.

How quickly will my items be picked up and delivered?

Whist we aim to pick up and deliver all jobs prior to the estimated time of arrival time, our dispatch operating system allocates and prioritizes each job according to the service level selected at the time of the booking.

Do you package my items?

Unfortunately, we do not offer this service, all items need to be packaged, labeled and ready to go before the driver arrives to collect.

Do you deliver to residential addresses?

Yes, but bulky and heavy items or items over 25kg are restricted to ground floor pick-ups and deliveries only (no stairs).

Do my items need to be labeled?

Yes, all items will need to be labelled with the delivery address and the label must be securely fixed to each item, this will assist our drivers in ensuring the correct parcels are being picked up and delivered.

Can the driver call me prior to pick up and delivery?

You can request the driver to call you prior and after delivery by leaving a note in the driver instruction box at the time of booking.

Can I track my delivery?

Yes, all allocated bookings can be tracked in real time by logging into your online portal and clicking on the job number.

Can I provide an authority to leave?

You can provide an authority to leave by instructing this at the time of booking.

Will there be additional charges?

There are no additional charges unless the job needs to be returned back to sender if there was no one available to receive or accept the goods, if authority to leave safe is provided then the return charge does not apply.

What is a futile?

A futile charge is applied when a driver has attempted the pick-up of a job but is unable to perform this task, due to a change in the original quoted job requirement that prohibits the supplied vehicle from being able to perform the job. For example, the requested vehicle is too small as the shipment was much larger than originally advised, or there was nobody available at the pick up at the time of the attempt. The full charge of the attempted job will be applied as the futile charge.

How do we charge?

Charges will be based on the vehicle required, the distance between the pick-up and drop locations and the service level required, for an instant quote please click here

How do I sign up for your Rewards Program?

Our Rewards program is available for our corporate customers only. To sign up and start earning one point for every $1 spent, click here

How do I set up a corporate account?

Simply complete the online credit application available by visiting on Corporate Account Page

How do I dispute my charges?
Can I set up a corporate account?

Only established business who have been trading longer than 2 years can apply to become a corporate account holder, the business must be operating from a business premises with volumes exceeding 10 jobs per week.

Are there any cancelation fees?

If the job has been allocated to a driver and the driver is making his way towards the pick-up then a futile charge will apply.

Can I request a photo as proof of delivery?

Yes, PODs (proof-of-delivery) are available after the delivery has been completed and can be viewed by logging into your online portal.

Can I request the proof of delivery?

Yes, you can view and request PODs through the online portal.

Can I communicate directly with the driver?

Unfortunately, we do not provide any contractor details. However, contractors will call prior to delivery if a contact number was provided at the time of the booking.

What are the terms and conditions?

ATC COURIERS terms and conditions are available here

How do I cancel a job?

To cancel a booking simply call 1300 293 209 and one of our friendly customer service representatives will be able to assist you.

What is cubic weight?

Cubic weight converts the physical size of the item to its equivalent volumetric weight. For example, if you have a large box of foam, the foam would weigh nothing but the volume it occupies needs to be considered.  You can calculate the cubic weight of the item by multiplying the L x W x H (in meters) then multiply the answer by 250, this will give the cubic weight of the item in kilograms.

What is dead weight?

Dead weight is the actual scale weight of the item.

How do I select the correct vehicle?

You can select any type of vehicle from the vehicle category, please click here to see vehicle restrictions and limitations.

How do I choose the right service level for my delivery?

Service levels are dependent on the nature and urgency of your delivery requirement, each service level will offer a different estimated delivery time, simply select the service according to your delivery requirements.

Do you deliver after hours and weekends?

Yes, we can deliver 24/7.

Are there any size restrictions on freight type?

There is no freight size restriction on shipments you can send. However, we do not transport furniture, glass, pianos and or dangerous goods.

What areas do you service?

Currently we only service the Sydney metropolitan area.

What are your operating hours?

The ATC Couriers service is available 24/7 through the online booking portal or via the ATC Couriers application.

Didn't Find What You Are Looking For or Need More Help?