Below is the context and information you need to understand pickups with Sendle. This includes:
- How pickups work
- Why your pickup date is an estimate
If your pickup is delayed, below also covers:
- What Sendle will do to help
- What you can do to help
How do pickups work?
When you book with Sendle, you are asked to choose an estimated pickup date.
- On the day you have requested, Sendle books your order with the local courier assigned to your collection. This happens at 4am-6am so that the courier has all of their bookings before they start their day.
- In the morning, the courier collects parcels from the suburbs they manage, and drives these parcels to their regional depot for sorting. Typically, couriers have a lunchtime, and afternoon deadline to get back to the depot for sorting.
- At the depot, they sort parcels for other delivery locations for other couriers, load parcels for delivery into their van, and get updates from their local manager.
- Once their van is loaded, they drive back out to the suburbs they manage.
- They collect parcels that have not yet been collected, and deliver the parcels in their van.
A courier can manage 5 or 6 neighbouring suburbs and have hundreds of parcels to collect in every shift.
Why is my pickup date an estimate, not a guarantee?
Although the overwhelming majority of parcels are collected on the day they are requested, sometimes there is a small delay.
The Sendle team is currently working on improving this aspect of the service. In the meantime, to be transparent and set expectations clearly, we can't offer a guarenteed pickup date.
Common reasons couriers are delayed include:
- Traffic is unusually heavy - often due to poor weather, accidents, or events.
- The courier has unexpectedly received more bookings than normal. This can mean that: there is no room in the van for more parcels, parcels need to be delivered first, or they must make it back to the depot for the lunchtime deadline and can't complete the suburb collections that day.
- The courier's handheld scanner is broken, or there is a technology breakdown on our courier partner's end.
What has Sendle done to help?
If a pickup does not happen on the day it has been requested, a couple of things happen:
- At 4pm the Sendle system rebooks the pickup with the courier. This notifies the courier assigned to your location that your parcel still needs collecting.
- You will get a notification on your dashboard to confirm this rebooking.
If the pickup is delayed for another day, someone from the Sendle team will:
- Contact you via email to reconfirm your address details and gather extra information on your location.
- Contact the courier again, and provide the extra information you've shared with the team.
What can I do to help?
- Confirm that your address (exactly as entered into your order), can be found on Google Maps. If it can't be found, or shows the wrong location, the courier will not be able to find you.
- Share extra pickup instructions with the Sendle team by emailing firstname.lastname@example.org. This is especially useful if you live in an apartment or have a secure gate.
If it has been longer than a day, or you are particularly concerned - please get in touch at email@example.com and quote your order reference. The Sendle support team will do their absolute best to help you get your parcels collected swiftly.