Parcel pickups explained

Sendle offers free pickups, which means you get door-to-door delivery without having to leave your house. All parcels sent with Sendle come with a pickup guarantee – whether they're for domestic or international delivery. If the parcel wasn’t picked up successfully after two attempts, we’ll refund you for the cost of delivery.

Simply follow these easy steps to help us conduct parcel pickups correctly and on time.

How to book a parcel pickup with Sendle 

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  1. Log in to your Sendle dashboard.
  2. Click Send a parcel.
  3. Fill in your contact info as well as the details of the parcel you’re about to send.
  4. Choose a custom, saved, or classic size that's right for your parcel.
  5. Under How do you want to send your parcel? Choose Pick up my parcel, then pick a date from the drop down menu.
  6. Pop in some clear and helpful delivery instructions and add extra cover if you need it.
  7. Click Create order to look at your order summary and finalise the booking!

Tips for writing parcel pickup instructions

Make sure you leave clear pickup instructions to help the courier driver find your address and locate your parcel, especially in cases where the parcel isn’t left in an obvious place.

  1. Use short, simple words (with the most important instructions at the beginning). Keep instructions under 40 characters if you can!
  2. Don't share your lock codes or passwords.

How to add and save your parcel pickup instructions

You can add pickup instructions to your order form each time you book, or you can save your pickup instructions in Settings. Here’s how:

  1. Go to your Sendle dashboard.
  2. Go to your account settings.
  3. Select the Sender details tab.
  4. Save your pickup instructions to your account.

How to prepare for parcel pickup

Making it easy for drivers to find your parcels for pickup will ensure the whole process runs as smoothly and efficiently as possible. We’ve laid out some simple things you can do to help your local drivers:

  • Leave your parcels in a safe space that’s easily accessible to the pickup driver. Include pickup instructions if the parcels are hidden from view (for example: ‘parcel left behind the pot plant’).
  • For parcels booked with multiple couriers, we recommend you separate them into piles clearly marked with the appropriate courier. This simple but important step helps courier drivers avoid confusion.
  • Make sure the parcel is within the size of the category booked. This will prevent parcels being returned to you for incorrect sizing.
  • Keep animals away from the pickup location. For health and safety reasons, couriers can’t enter premises where there are animals outside or pets in the yard near the parcels.
  • For security reasons, a driver will not pick up parcels that are located in a locked facility (for example: a shed, locked box, storage facilities with no reception area).  

What happens during parcel pickup

  1. On the day you’ve booked your parcel for pickup, Sendle books your order with the local delivery partner assigned to your collection area. This usually happens between 4am and 6am so the courier driver will have all of their bookings before they start their day.
  2. In the morning, the driver will collect parcels from the suburbs they manage and drive them back to the local depot for sorting. Typically, they have a midday and afternoon deadline to get back to the depot for sorting.
  3. At the depot, they sort parcels, load parcels into their vans for delivery, and get updates from their local managers.
  4. Once their vans are loaded, they drive back out to the suburbs they manage.
  5. In the afternoon they collect parcels that have not yet been collected and deliver the parcels in their vans.

Keep in mind that a courier driver can manage five or six neighbouring suburbs and have hundreds of parcels to collect in every shift, and these collections can occur anywhere from 8am to 6pm.

Our courier drivers work on a very tight schedule to be able to pick up and deliver hundreds of parcels every day. Their routes are generally unpredictable due to traffic and sudden changes, and this is why they can’t call ahead or book a specific time for you.

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Get instant support with the Sendle Toolbox

If something goes wrong with your delivery or you need to make a change to your order, use the tools in the Manage Parcel section on the parcel tracking page.

Access Support Tools
You will need your Sendle reference number
to access your parcel's tracking page.

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