Border Express Pty Ltd
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What do I do if I receive a card saying you tried to deliver my goods?
The card will have a QR code on it. Please complete online enquiry to arrange a redelivery or a pick up location for your goods.
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Can I collect from your branches?
Yes, Please contact the local branch to arrange to pick up. Locations as listed here.
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Do I need to show identification when collecting an item from a Border Express depot?
Yes, you do. Valid ID includes any state or federal photo ID – such as a Driver’s License, Proof of Age Card, Boat License or Passport.
Don’t forget to bring your item’s consignment number, too.
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Can I collect my parcel on the weekend or a public holiday?
Our depots aren’t open on weekends or public holidays. Please note that any requests for redelivery or redirection won’t be completed on a public holiday, either. We’ll process it the very next business day.
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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.
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Use our Missed Delivery tool.
What are my options when I receive a ‘Sorry We Missed You’ card?
If you’ve received a ‘Sorry We Missed You’ card, your options depend on what type of delivery you (or the sender) selected.
If the card says that your parcel has been taken back to the depot, you will need to collect your parcel from there.
Otherwise you’ve got two options:
Option 1. You can request redelivery to your address or redirect to another address. You can also ask us to leave your parcel in a safe place even if you’re not home.
Option 2. You can request to collect from a Border Express depot. We will contact you once your item is ready for collection to arrange a time for collection.
To arrange your redelivery or depot collect, use our Missed Delivery tool now.
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If my parcel has gone back to the depot, how long will it be held there?
Generally, your item will be held in our depot for up to 5 business days.
If not collected within 5 days, the item will be returned to sender.
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Can I collect my parcel from your depot on the same day that I receive a 'Sorry We Missed You' card?
No, you won’t be able to collect your parcel on the same day that you receive a ‘Sorry We Missed You’ card.
This is because your parcel will only be taken back to the depot by the driver after he/she completes their delivery route, which could be outside of our collection hours. Your parcel is then processed and made ready for collection.
You can arrange for collection via the Missed Delivery tool.
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I've requested to pick-up at depot. How soon do I get a call from the contact centre?
If you make an online request on the same day that you received a ‘Sorry We Missed You’ card, we’ll call you the morning of the following business day.
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If my item has been returned to the Border Express depot, can I collect it from there?
Yes, you can. Please use the Missed Delivery tool to complete an online form. This tells us to keep your item at the depot. Then, wait up to one business day for one of our Customer Service consultants to contact you with the facility address and collection times.
Remember to bring photo ID (e.g. Drivers License, Proof of Age Card, Boat License, Passport) and the consignment number when you collect your item.