Help

How is the cost per parcel calculated?
The cost of the parcel is based on the actual weight or the size of your parcel, whichever is greater, so you'll need to fill in the weight and size of each parcel when ordering online.

Does it matter what label I use?

The correct label must be purchased for the weight and size of your parcels. Incorrectly labelled parcels will not be accepted by the courier

Payment options

We've partnered with PayPal to make payment transactions easy and secure.

Can I pay by credit/debit card over the phone?
The only way to arrange sending a parcel is by ordering and paying via the Parcel Connect website. We don't accept orders by phone.

I’m having hassles making my payment
If you’re having issues with your payment, please contact PayPal directly.

What's the weight limit of parcels I can send?
Our weight limit is 10kg.

Incorrectly labelled parcels will not be accepted by the courier

What’s the maximum size of parcels I can send?
The maximum accepted length of a parcel through a Parcel Connect agent is 1 metre. Take a look at our cubing guide on calculating parcel weight.

Incorrectly labelled parcels will not be accepted by the courier

The website keeps telling me my parcel is over size or over weight, what does this mean?
If your parcel exceeds our size and/or weight limits, we're unable to collect it. Contact Fastway Couriers to arrange contact us

Are there any items you don’t carry?
There are certain items that we don’t deliver, detailed below:

  • Hazardous or dangerous goods such as flammables, toxins, acid, aerosols, oils, fuels, paints and asbestos
  • Perishables
  • Oversized/overweight freight (exceeding 10kg actual weight, or 9kg cubic weight equivalent)
  • Within the Parcel Connect network, we don’t carry freight in excess of 1 metre in length

 Is the parcel insured?
The Parcel Connect delivery service does not include insurance cover.

How will I know my order has been received?
When you successfully send a parcel using our website, you'll see a confirmation page.

You’ll also receive a confirmation email which includes the sender and recipient details. It also includes the label number(s) which you use to track your parcel.

What happens if I don't receive a confirmation email?
If you haven't received the confirmation email within five minutes, first check that it hasn’t come through as spam or junk mail. Otherwise, the payment process may not have been successful and you'll need to complete the transaction again.

If the transaction is unsuccessful - you'll see a message online which states that a problem has occurred.

If you still have queries on this, simply contact us with your details.

Do I need to print the label myself?
Yes. Once you place your order, you’ll receive a confirmation email with a link to your address label.

You must print the label and affix it to your parcel before dropping it at the Parcel Connect agent. Parcels without labels aren’t accepted.

If you have multiple parcels, remember to place the correct label on each parcel!

Can I have a tax invoice?
On the confirmation email for your order, there’s a link to a PDF copy of a tax invoice.

Do you deliver to post boxes?
No. All deliveries must have a valid street address for successful delivery.

I have several parcels to go to the same address, how do I arrange this?
You have the option to select multiple parcels when placing an order. This ensures each parcel receives its own individual tracking number. Remember, our prices are per parcel.

You can also include multiple items in the one box provided the total weight and size are within our weight and size guidelines. Click here to check out our Cubing guide on calculating parcel weight.

When will my parcel be picked up and delivered?
Parcels are generally collected and delivered daily, Monday to Friday, and your parcel will be delivered as per our standard delivery schedule.

We’re unable to provide a time-specific pick up or delivery service.

What happens if the recipient isn't home?

If the recipient isn’t home, we’ll leave a calling card which will allow them to pick up the parcel from their local Parcel Connect agent. If there isn’t a Parcel Connect agent nearby, we’ll attempt to re-deliver the parcel on the next delivery cycle.

Can I arrange to have my parcel picked up or delivered at a certain time?
Unfortunately we’re unable to pick up or deliver parcels at specific times. Generally this happens twice daily in the morning and afternoon, Monday to Friday.

I want my parcel collected on Saturday / Sunday / public holiday. Is that possible?
You can drop off or collect your parcels from your local Parcel Connect agent at any time that they’re open however parcels are only collected Monday to Friday that are not public holidays.

I send parcels all the time, what can you do for me?
If you regularly send parcels Fastway Couriers may be right for you. If you’d like more information, then please get in touch with Fastway!

How do I track my parcel?
You can track your parcel on our website using your label number.

From the moment your parcel’s scanned when we pick it up from the Parcel Connect agent, you can see where the parcel is.

Parcel Connect Flow