Terms and Conditions

By using the Myparcel website (www.myparcel.com.au) or services, you agree to the following Terms & Conditions.

Best endeavours

When using any Myparcel service you understand that Myparcel will endeavour to deliver all goods promptly and in good condition to the best of our ability. However, you acknowledge that Myparcel cannot be held liable for any loss of or damage to goods shipped using this service.

You also understand that the Requested Pickup Date and Delivery ETA (Estimated Time of Arrival for delivery) are subject to variation outside the control of Myparcel.

Your obligations

You confirm that all information you have provided is true and correct, including the type, quantity, weight, dimensions and safety of all goods shipped. If you provide incorrect information and the transport carrier’s assessment of the freight results in the actual cost of shipping being higher than quoted, Myparcel will either apply an additional charge to your credit/debit card or email you to request that an additional payment be made on the website to cover the difference in cost plus our service fee. Additionally, if the transport carrier is unable to collect or deliver goods on the first attempt due to access difficulty or absence of an approved contact person, you will be required to pay any additional costs incurred in completing the collection and/or delivery. By using this service you agree to pay any such price adjustment promptly upon request. Myparcel has the right to delay delivery of the goods, refuse future service and take legal action until the requested payment has been completed.

In the case of a price reduction, we will refund to you the difference less our service fee. Normally this will be done as a partial refund of the original transaction to your credit/debit card or PayPal account.

You must not ship any goods which are considered hazardous or dangerous. You must be aware of the contents of all items being shipped, and verify that no contents are classified as hazardous or dangerous according to Australian standards. In the case of international shipments, you must also conform to all standards of the country to which the goods are being shipped, as well as all international standards.

You must be the owner of the goods, or owner’s agent, and be authorised to ship the goods.

You must ensure that all items are suitably packed, wrapped and labelled with the labels provided, in a manner that will withstand normal handling during shipment.

The items to be shipped must be available for pickup from 8:00 AM to 5:00 PM on the nominated pickup date. You must ensure that an approved contact person is available at the pickup address to hand over the goods and also at the delivery address to receive and sign for the shipment. Otherwise a suitable and secure place in which to collect/leave the goods must be provided, however this is at your risk. It must be clearly marked and easily and safely accessible. You must describe this location clearly and briefly in the “Special Instructions” box during booking.

Myparcel services do not collect from nor deliver to the following:

  • Click & Collect (Customer Collect) points
  • Parcel Lockers
  • Post Office Boxes



The optional warranty covers the goods shipped from the time they are collected by the transport carrier until the time there are delivered or declared lost.

If you have paid for a warranty option you will be eligible to claim only if Proof-of-Delivery (POD) is not available from the transport carrier, or in the case of damaged goods you may be requested to provide Myparcel with a photograph of the shipped goods which clearly shows the extent of any damage. Refer to the Warranty Terms and Conditions for further information.

Service pricing and availability

All pricing displayed on the Myparcel website (www.myparcel.com.au) is in Australian Dollars (AUD) and includes Australian Goods and Services Tax (inc GST) unless specified otherwise.

Service descriptions, pricing and availability are current at the time of publishing, but are subject to variation without notice. Whilst we always aim to be as accurate as possible in describing the services, their pricing and availability, we are unable to warrant that all content of the website is accurate, complete, current and error free at all times.

If we discover an error in the price of a service you have booked we will inform you as soon as possible and give you the option of reconfirming your booking at the correct price or cancelling it. If we are unable to contact you and the corrected price is higher, we may treat the booking as cancelled. If a booking is cancelled due to a price correction we will refund the amount paid in full.


All transport carriers add various surcharges to their basic price for shipment of goods. Myparcel endeavours to anticipate these surcharges and charge for them at the time of initial booking and payment. However, there are some surcharges which we cannot anticipate, and we reserve the right to on-charge you for these after the delivery has been completed. This includes surcharges such as re-booking fees for futile pick-up and drop-off attempts, delivery book-in fees for shipments to warehouses requiring the carrier to book in a delivery timeslot, fees for carriers to store goods due to external delay factors, and fees for special handling of heavy, unstable or poorly packed goods.

Booking a Myparcel service

Completion of a web booking by you constitutes an offer to enter into an agreement with us. We will send a booking confirmation to you by email for the purpose of confirming the details of your offer. Any error in these details should be communicated to us immediately by lodging a support request. It is important to note, however, that the booking confirmation email does not constitute an acceptance of your offer by Myparcel nor reflect the status of your booking in any way.

Acceptance of your booking and the completion of the contract between you and us will take place upon receipt of full payment and despatch of the freight service for pickup, unless we have notified you that we do not accept your booking or you have cancelled it.

Cancelling your booking

You have the right to cancel your booking at any time prior to the shipment being despatched by the transport carrier, without charge. Once the shipment has been despatched by the transport carrier you may still cancel your booking, however the amount refunded, if any, is at our discretion based on the costs incurred.

We reserve the right to cancel or refuse any booking, whether or not the booking has been confirmed and your credit/debit card or PayPal account charged.

If your credit/debit card has been charged for the payment and your booking is cancelled prior to despatch, we will immediately process a full refund (credit) to your credit/debit card. If you have paid through PayPal and your booking is cancelled, we will issue you a full refund through PayPal immediately.

Proof of Delivery

If the status of your shipment shows as delivered, and you believe that the goods have been picked up but not delivered to the specified destination, you must contact us immediately to request confirmation of the delivery.

If, following further investigation, the status is confirmed as correctly delivered, you may request that a Proof-of-Delivery (POD) be provided. Unless you have taken up a warranty option there is a charge for this service, which we will communicate to you before commencing this process. If you choose to go ahead and payment is received by us, we will request a POD from the transport carrier and provide that to you. In some instances a POD may not be available, in which case further investigation will be required by you and us to determine the location of the goods and any further action required.

Loss or damage caused during shipment is not covered by Myparcel unless you have elected to pay for the warranty option at the time of booking.

Transport carrier

The transport carrier you selected when booking will collect the goods from the pickup address and deliver them to the dropoff address. Each carrier may perform this service in a slightly different way, and in some cases may subcontract the service to another carrier. However, Myparcel will manage the process and communicate with the carrier on your behalf.

It is important that the carrier specific shipping label(s) provided by Myparcel be printed and securely attached to each item of the goods prior to 8:00 AM on the pickup day. Two copies of the manifest if provided by Myparcel should also be printed, signed and handed to the driver to sign upon collection of the goods. One copy should be left with the driver and one copy retained by you.

Occasionally the carrier may need to open packaging to determine the nature or condition of the goods, or determine the ownership or destination of the goods due to required paperwork not being available.

Delivery timeframes

The Delivery ETA provided at time of booking is a best estimate of the date when the goods will be delivered to the dropoff address for the service you select. The actual delivery date may vary due to a number of factors outside our control, and it is therefore important that any time critical deliveries be booked to ship well in advance of the required timeframe to make provision for such variations.

Payment methods and surcharges

The following payment options are available:

  1. Credit Card / Debit Card – Mastercard, Visa or American Express (via Stripe)
  2. PayPal – From your PayPal balance, linked bank account, or using Mastercard, Visa or American Express

Payment is deemed to have been made only when the funds have been confirmed, which in the case of credit cards is almost immediately. At this point we commence the process of despatching the booked services.

Note that all prices on the website are in Australian Dollars (AUD). No additional administrative or financial institution surcharges are applied to the prices shown.

Normally no additional payments are required beyond the total price quoted at the time of booking. However, in certain circumstances such as when the freight measurements or address details provided during booking are incorrect or the carrier applies a surcharge such as for oversized items or loading/unloading assistance or proof-of-delivery, an additional payment may be required. If the difference between the quoted price and actual price is sufficient, we will charge you for the deficit amount or refund to you the surplus amount paid. A service fee may be applied to the amount if it is due to an error or additional request on your part.

At Myparcel’s discretion, an administration fee of $5.00 AUD may be charged for inappropriate use of the website, including but not limited to:

  • The consignor has incorrectly declared the pickup or drop off address as residential or commercial
  • The consignor has failed to declare dangerous goods
  • The consignor did not have the correct paperwork ready at collection
  • The consignor incorrectly declares the dimensions of their freight
  • The consignor incorrectly declares the weight of their freight
  • Any other instance where a carrier has additionally charged Myparcel due to the fault of the consignor or consignee

Refunds are processed automatically and are applied against the original credit/debit card or PayPal transaction. Additional charges are processed automatically or manually depending upon the type of original transaction.

Payment security

Myparcel keeps your credit card, debit card and PayPal details secure using a number of methods.

The Myparcel website uses SSL data encryption and a Certificate Authority to prevent the interception of any details you provide over the internet via your browser during payment.

Credit card and debit card details entered on the Myparcel website are never stored or retained by the website, and are forwarded directly to the Stripe payment intermediary service for processing.

Your credit/debit card details are privately and securely stored by Stripe. Myparcel reserves the right to pass on any carrier surcharges, and an additional $5.00 AUD administration charge to our customers, using the credit card details provided during the transaction of an associated consignment.

Your PayPal details are not entered via the Myparcel website, but are instead processed directly by the PayPal website.

Billing contact details such as your name, address, etc. are retained by the website for booking fulfilment and other business purposes only. Access to this data is restricted to Myparcel employees, approved contractors, financial institutions and the ATO. Please refer to the Myparcel Privacy Policy (www.myparcel.com.au/privacy-policy) for further details on how personal information is kept private.

Respectful Communication

Finally, you agree that you will communicate respectfully with Myparcel and transport staff at all times and understand that disrespectful behaviour will not be tolerated and will result in immediate removal of your access to all Myparcel services.

Likewise, our staff are trained and expected to communicate respectfully with you at all times.

Our contact details

If you wish to clarify or seek further details regarding any of the above Terms & Conditions, we can be contacted as follows:

Postal Address:  PO Box 1022, Ringwood VIC 3134, Australia
Email:  support@myparcelhelp.zendesk.com