Online FAQs

Our FAQs section has a list of answers to commonly asked questions.​

Unless you have given us an authority to leave your parcel without a signature, if you are not home, we can’t risk your parcel being damaged or stolen. So we take it to one of our trusted agents until you can pick up your parcel.

Below are the steps which are carried out, should you not be home to sign for your parcel:

  1. If delivery is unsuccessful, your courier will take it to your closest Parcel Connect agent
  2. The Parcel Connect agent safely stores your parcel awaiting collection, for up to 5 working days 
  3. If the parcel is not collected in this time, our courier takes it back to your local Fastway depot
  4. Fastway Couriers will then either:
    • Attempt redelivery
    • Contact the receiver for further instruction
    • Return to sender

If you have received a calling card, it is because no-one was home to sign for your parcel.

Using the calling card number, you can track which Parcel Connect Agent your parcel has been delivered to so you know where to go to collect your parcel. 

Example calling card number: CCL0000741771

You can track your Package every step of the way using your label number. On either the Parcel Connect site here or the Fastway Courier's site here.

If this doesn't provide the information you need you can click on the Contact page. This will direct your query to our Customer Services team who will assist you.

We ask our agents to hold parcels for 5 working days so that it does not disrupt their everyday business. However, we understand that sometimes you may not be able to collect your parcel within that time frame. 
If this is the case, see below for what to do: 

  • Just a couple of days: Call your Agent, they are usually happy to hold onto your parcel for an extra couple of days.
  • Longer than a week: call your local Fastway Depot to hold your parcel for you, or make alternative arangements
  • Request redelivery: click here to organise redelivery of your parcel and give Authority for our Courier to leave it in a specific place

Take in some photo ID (e.g. licence or passport) so your agent can verify you, and it is always helpful to bring in your Calling Card or email notification.

  1. Get a quote online
  2. Buy your label online for your parcel
  3. We send you a confirmation email with your label & invoice attached
  4. Pack & label your parcel.
  5. Take your parcel into any one of our Parcel Connect agents
  6. The agent will scan your parcel into our network and a Fastway Courier will pick it up on their next cycle.

Parcel Connect offers competitive send pricing within the one off sender market. Pricing is calculated on where the parcel is going to and how big and heavy it is. There is a maximum weight of 10kg for any parcel.

The maximum accepted weight/size of a parcel through a Parcel Connect agent is 10kg cubed weight. Take a look at our cubing guide on calculating parcel weight.

If your parcel exceeds our size and/or weight limits, unfortunately we're unable to collect it. However, you can contact Fastway Couriers to make alternative arrangements.

Cubic weight is also known as Dimensional Weight, and is a pricing technique for commercial freight transport which uses an estimated weight that is calculated from the length, width and height of a package.

Even though an item may weigh only 4kgs, due to it’s size, it may be 15kgs of cubic weight.
e.g. A large duvet  may be relatively light but large

Download our handy cubing guide here.

Our website uses a Google Maps to autofill the form. Reset the webpage and then slowly type in the full address. You should see the address you want populate automatically.

If the address you want is a unit or an apartment, then follow the example below: 

Apartment 20
38-42 Smith St
Sydney

becomes

20/38 Smith St, Sydney, NSW, Australia

Some Parcel Connect agents sell pre-labelled national satchels. You can purchase these to send items across Australia

If the agent we suggested for you is too far away, or not convenient then you can contact your local Fastway Couriers depot and they will be able to help you.

Once the agent scans your parcel, our couriers are notified and they will collect your scanned parcel from the your agent on their next courier cycle.

Please note: If you drop your parcel in the afternoon – this could mean the following morning

Your parcel will be delivered according to our Standard Delivery Schedule: 

  • 1-2 working day for local deliveries
  • For other regions it can take 2 to 10 working days depending on the location it is being delivered to
  • There is a 10kgs cubic limit on parcels
  • No perishables
  • No dangerous goods
  • No parcel to exceed 1metre in Length
  • No alcohol

    This is because we use a variety of businesses as our pickup and drop off points.
    If you need to send something that meets the criteria above, our Fastway Courier service may be just what you need.

The maximum accepted length of a parcel, through Parcel Connect, is 1 metre.


It is important you purchase using the correct size, otherwise your parcel will not be accepted.

The only way to arrange sending a parcel through Parcel Connect is by ordering and paying via the Parcel Connect website, using PayPal or your credit card to make payment transactions easy and secure.

If you’re having issues with your payment, please contact parcelconnect@fastway.com.au.

On the confirmation email for your order, there’s a PDF copy of a tax invoice attached.

The cost of the parcel is based on the actual weight or the size of your parcel, whichever is greater, and the address the parcel is being sent to.

All items must be securely and sufficiently packaged to protect the contents. This is your responsibility.

Tips:

  • Choose the right sized box/ packaging for your items. Too large and the box may collapse if something is placed on top.
  • Make sure your packaging isn’t damaged. For example don’t use a box that is ripped – or it could damage your items.
  • Use cushioning like newspaper, bubble-wrap or foam to protect your items
  • Secure everything with Packing tape – regular tape typically isn’t strong enough

The pricing for sending parcels is based on the greater of the actual weight and cubic weight.  It's important you calculate this to ensure your parcel is labelled correctly; otherwise you risk it being returned to you.

How do I calculate cubic weight?

You’ll need to know your parcel’s actual weight and its cubic weight, as the delivery rate is calculated on whichever is the greater.

The cubic conversion rate is 200kg per cubic metre, so

cubic weight = H x W x L x 200

  1. Convert measurements to metres.
  2. Multiply the height x width x length x cubic conversion (200) to get the cubic weight.

Example: (H) 0.45m x (W) 0.35m x (L) 0.30m x 200 = 9.45kg

  1. So, if the actual weight of this parcel was 5 kilograms and the cubic weight was 10 kilograms, the greater weight of 10 kilograms is used to calculate the label price.

Parcel Connect is a convenient alternative to postal or traditional courier services, providing customers with parcel pick-up or delivery services via a network of outlets across Australia.
Customers purchase their labels online and can drop in their parcels outside of normal business hours.
We currently have over 800 active agents across the country and are looking to grow rapidly to provide our customers with excellent coverage across Australia.

Parcel Connect is a cost-effective parcel delivery service that allows you to send, collect or return your parcels through one of the many Parcel Connect stores throughout Australia. 

SEND - How does it work?

  1. Get a quote online
  2. Buy your label online for your parcel
  3. We send you a confirmation email with your label & invoice attached
  4. Pack & label your parcel. If you don’t have a printer you can clearly write the label number on the parcel for our agent to manually enter
  5. Take your parcel into any one of our Parcel Connect agents
  6. The agent will scan your parcel into our network and a Fastway Courier will pick it up on their next cycle.


Then simply drop your parcels off at your chosen Parcel Connect agent. Your local Fastway Courier will pick them up when they make their next scheduled visit to the Parcel Connect store.
Your parcels will go into the delivery network to make their way to the recipient as instructed. 

You can keep tabs of the delivery via Track parcel to see where your parcel is at any time. 

Parcel Connect agents are simply the stores that we use to service the Parcel Connect network. 
They range from convenience stores to service stations stations to newsagents - all places along the routes you would normally travel. 

Our agents are in easy and convenient locations with extended trading hours, so that it's easier for you to send, collect or return your parcel when it suits you and your busy lifestyle.

Click here for more information on becoming a Parcel Connect agent

Tips:

  • Make sure the log in details entered exactly match the details provided by Fastway e.g  the format for your log in includes a space [XXX XXX]
  • Passwords are case sensitive

If you’re still having trouble logging in, send us an enquiry and we'll be in touch to troubleshoot.

Your log in details can be found listed on your Parcel Connect agent sign with your barcode. It is also listed on the Welcome Email you received when you first signed up.

If you’re unable to locate your log in details, contact Parcel Connect support or send us an enquiry.

View a video demonstration on how to use the Parcel Connect online portal

Parcels may be collected without a calling card, provided photo identification is sighted and their name and address match the parcel.

Yes, if you have a printer and internet access, your customer can simply use your computer to purchase Parcel Connect labels through Parcel Connect and print off and attach the labels in store.

Contact your local Courier Franchisee to pick-up and return the parcel to Fastway.

Payment structures vary between a per parcel or a weekly fee for parcels collected. You’ll also be remunerated based on parcels sent from your store.

If you’re set up on a per parcel payment, payment is processed based on the number of scans you have completed. Make sure that freight dropped off by customers and collected by customers are scanned correctly.

Funds are transferred into your specified account on the 7th of every month.

Download and complete this form, and submit to your local Parcel Connect support to have your back details updated.

Have your friend download and complete the Application Form and Agreement Form, and submit to your local Parcel Connect support representative. Parcel Connect will then be in touch to run them through the sign up process and if approved, register them as an agent.

Welcome! Simply download and complete the Application Form and Agreement Form, and submit to your local Parcel Connect support representative or email us. Parcel Connect will then be in touch to provide training and answer any questions you may have.

We generally look for the following in a Parcel Connect agent:

  • Trading outside normal business hours
  • Preferably 7 days a week
  • Offers parking onsite or nearby
  • Internet Access
  • Clean and presentable
  • Storage space
  • Example businesses - Convenience stores, independent petrol stations, dry cleaners, video stores, newsagents etc.

Is your question not here?

Please contact us for any questions you may have about Parcel Connect

Contact Us