This article explains Sendle's 2-Day Delivery Guarantee in more detail, and answers all of your juiciest FAQs.
What is Sendle’s 2-Day Delivery Guarantee?
If your parcel is not delivered within two business days from the date of the first pickup scan, we will credit you the delivery cost of the parcel back to you.
Please refer to the table below for the which day you should expect delivery after a pickup:
|Pickup day||Delivered by (COB)|
If the first attempted delivery date is later than the date we have outlined as per the table above, Sendle will credit the entire cost of delivery back to your Sendle account.
How can I sign up for Sendle’s 2-Day Delivery Guarantee?
In order to enrol for the guarantee, you'll need to have a Sendle account. Once you’ve signed up, you can register in three easy steps:
1. Sign-in to your Sendle account
2. Visit the Sendle's 2-Day Delivery Guarantee page (you must be signed in)
3. Agree to the Terms & Conditions of the guarantee
Only sellers enrolled in the eBay Guaranteed Delivery program can benefit from the Sendle 2-Day Delivery Guarantee. If you haven't already done so, please opt-in to the eBay Guaranteed Delivery program on your eBay account. You will also need to set up your eBay rate tables to take advantage of the 2-Day Delivery Guarantee.
Will Sendle charge any additional fee for this service?
No way! The 2-Day Delivery Guarantee is free of charge for eligible eBay sellers who have registered for the guarantee (following the steps above).
Which pickup and delivery zones are covered under the guarantee?
While the guarantee covers a great deal of Australia, it is not for all parcels sent on Sendle. Only certain pickup and delivery zones are covered: a list of eligible pickup zones and corresponding delivery zones can be downloaded here.
Is there a limit to the claim amount?
The claim amount is limited to the total shipping fee that you paid to Sendle and it can only be credited back to your nominated Sendle account.
Is the Sendle’s 2-Day Delivery Guarantee program available when I sell internationally?
Unfortunately not, this program is only available for domestic Australian parcels from and to certain postcodes. You can refer to this list of postcodes here.
What if there was no pick-up or delivery scan, am I still covered by the delivery guarantee?
In such a case a pick-up or delivery scan is missing, Sendle will conduct a thorough investigation to confirm the pick-up and delivery date. Sendle may contact the receiver of the parcel to verify the delivery date.
What can I send with Sendle under their delivery guarantee?
For a registered seller, all parcels that meet Sendle’s shipping criteria will be covered by the Delivery Guarantee. Sendle sends parcels nationwide from 500g up to 25kg. Here are Sendle’s Size and Weight Guidelines.
There are some dangerous items that we can’t send for you. Check out the list of no-can-do items here.
How does the claims process work?
The claim process for Sendle’s 2-Day Delivery Guarantee works as follows:
- eBay will notify you if they've refunded/credited your buyer as part of their eBay Guarantee Delivery (eGD) Program
- Send this information to us by submitting a request (with evidence of eBay's refund to your customer) within 30 business days of receiving it, along with your Sendle Order Reference Number
Sendle will then verify that:
- You were signed up for Sendle’s 2-Day Delivery Guarantee Program prior to booking
- The delivery address and pick-up address are both covered under the guarantee
- The tracking details show that the parcel was delivered more than 2 business days after the recorded pick-up scan
- Your buyer claimed and eBay subsequently refunded/credited your buyer for late delivery (we will need evidence from eBay)
- Once everything is verified, we will credit your account with the total shipping cost you paid
What is the difference between Sendle’s 2-Day Delivery Guarantee and eBay’s Guaranteed Delivery Program?
Sendle's 2-Day Delivery Guarantee is currently only available for eBay sellers, for items covered by the eBay Guaranteed Delivery program.
You can read about the separate eBay’s Guaranteed Delivery program here.
When can we expect more areas to be covered by Sendle under the delivery guarantee?
Soon! Sendle will continue to add more postcodes and regions and will communicate all new additions as and when they are rolled out.
How can I track a parcel I'm sending or receiving?
Easily! Either through your eBay account, your Sendle dashboard, or by using our Public Tracking Page.
If you include your customer's email address when booking with Sendle, they will receive automatic tracking updates.
Does Sendle pickup on the same day as booking?
Sendle is a next-day scheduled pickup service. If you book your parcel before midnight (AEST), your earliest scheduled pick-up will be the following business day.
Does Sendle pickup and deliver on weekends and public holidays?
No, ordinarily our couriers are on holiday, too, on these dates. On normal business days, we pickup and deliver anytime between 8am and 6pm.
I am new to Sendle - how do I get started?
Welcome to Sendle! First thing to do is to set up your free Sendle account here.
If you have not already done so, please opt-in to the eBay Guaranteed Delivery program on your eBay account. Only sellers enrolled in the eBay Guaranteed Delivery program can benefit from the Sendle 2-Day Delivery Guarantee.
In addition to my eBay store, I also have a website. Are the parcels booked there also covered by this guarantee?
Unfortunately not, this guarantee is specifically for eBay orders for now.