4. Incorrect Address

Incorrect Address

If a customer gets their parcel sent via Australia Post to the wrong address the good news is they can now redirect this themselves rather than wait for it to be returned to us

This can be done by going to the website address below or by searching "auspost redirect and reschedule" in Google.

https://auspost.com.au/receiving/manage-deliveries-in-transit

There will be likely a small cost for changing the address but this will smaller than if it returned to us and then re-sent out which is $10 (Charged to us by Australia Post) + the standard freight charge ($9.99 per case NSW/ACT or $14.99 for all other states)

Other Delivery Information / FAQs

- Address cannot be changed by us once the parcel has been dispatched from our warehouse. It is the customers responsibility to provide the correct details and we cannot be held liable for shipping to the address we were supplied on the order. See Incorrect Address above for how a customer can change the address once sent out.

- By default Australia Post requires a signature on delivery, unless we are provided with alternative instructions to have the parcel left at the premises unattended. E.g. at the front door.

- If a parcel requires redelivery due to an incorrect address or failure to pick it up from the Post Office a redelivery charge ($9.99 or $14.99 or multiples of this depending on order side) + a $10 processing charge will apply. It can also be picked up for free from Beer Cartel (once it has been returned to us).

- A persons address overrides a person’s name that it is being delivered too. E.g. if a parcel is sent to John Smith at 5 Reserve Road but this is the incorrect address and John Smith actually lives at 15 Reserve Road then the person at 5 Reserve Road can effectively sign for it (even though it is not addressed to them). They could also pick it up from the post office if it is awaiting collection.

To check the status of a delivery

Go to Australia Post https://online.auspost.com.au/eParcel/common/auth/login.do

Click Search > Search for Consignments

In Consignee Name enter the full name of the person who the parcel was being delivered to - needs to be exactly the same as in Bigcommerce - Click Find Now

Select the tickbox and click Track

If a customer would like to track their delivery they can also do this by searching "australia post track" this should then take them to auspost.com.au/track/track.html - they would then enter the consignment number (should have been previously emailed to them when parcel was sent) and then click search. They are able to subscribe to receive notifications of changes to the delivery status if they would like.

To check a delivery in AusPost Archive go to: https://eparceltrack.auspost.com.au/external/webui

UserName: u14704

Password: See Lastpass - updated every 60 days

Issues

Should you have any issues that you need to contact Australia Post about about any issues then follow the steps below:

Login to Australia Post Support Portal: https://auspost.com.au/portal/

Login: [email protected] Password: K4y4a18X

Select Create New Enquiry and record details within this.

Should you need to contact Australia Post and speak to someone directly:

Account holder contact: 13 11 18

Damage team phone number: 1300 795 741

Email: [email protected]