Sendle Questions & Answers (page 2 of 6)

Hey Tammy, we'd love to try and sort this out for you. We're looking forward to hearing more about this and hoping you'd reply to our private message. Krystel

No worries, Tammy. Thank you for letting us know. -Krystel

Hi Tim, all Sendle international shipments are DDU, which stands for Delivery Duties Unpaid. This means that your receiver has to pay any potential duties or charges due. When the parcel arrives at its destination, the customs agency will make a decision as to whether or not duties and tax have to be paid. The best part is many parcels sent through Sendle, won't require any import duties to be paid, because they'll fall under the country's low-value threshold. If duties do need to be paid, the local post office or customs office for that country will get in touch with the receiver to organise it with them directly. You may check out this link for more information on our International Service:https://try.sendle.com/en-au/international Happy Sendling! Krystel

Hi there,

I understand that delays in pick up are extremely frustrating and we're doing everything to sort this out for you. We've constantly chased our courier to have this picked up and are continuing to have it collected for you up to this date. I see that my colleague, Fiona is managing your enquiry and it is best to email her to get real-time updates on your parcel. We'd also understand if you wish to cancel this order for pickup and use our dropoff feature alternatively.

We hope that we would be able to turn your experience around.

Hi Bruce,

Thank you for reaching out.

Thank you for reaching out, it's possible that GST is not yet included on the $7 that's why your total came out to $9.65. For this feedback, you might want to raise with eBay directly.

Thank you!

Hey, Bruce. Your delivery cost depends on your Sendle plan, declared parcel size, and from where and to where the parcel is going. If you need further assistance with this, we're happy to help you via email (sendle.com/help) where we can provide a detailed breakdown of your shipping fee.

Hope this clarifies!

Hi Mary,

Thanks for reaching out to us. I'm sorry that your Sendle experience was so underwhelming. I checked your account and I see that one of our Support Team, Fenella, is managing your case.

I already spoke to Fenella and informed her to provide you with an shortly.

Thank you for your patience.

Hi Nicole,

Really sorry to hear you've felt so underwhelmed with your Sendle experience.

We'd love to try and make things right. We're looking forward to hearing more about this and hoping you'd reply to our PM.

Alternatively, you can message us via sendle.com/help.

Thank you.

Hi Madeleine,

I appreciate that getting parcels to their destination quickly is really important. Whilst we try to make this happen as fast as we can, Sendle isn't a guaranteed express service.

Sendle parcels are all sent by road, so this might give you a good idea of how long an item will take to arrive. So, just like driving a car, travelling from one state can take a little longer to get to. You can check the delivery estimates on our pricing page: https://try.sendle.com/en-au/pricing#delivery-estimates

Please remember that delivery estimates are a guide and the Sendle providers do not guarantee these timeframes.

Alternatively, you can message us via sendle.com/help with additional details.

We look forward to hearing from you!

Hi Madeleine,

You're welcome!

Please let us know if we can help you with anything else in the future.

Enjoy the rest of your day. :)

Hey Contra,

This is great feedback - I've passed this to the team for review.

As of the moment, we empower our customers to regularly check their online tracking as this displays all activities and whereabouts of the parcel.

Thanks again for your valuable and honest feedback.

Hi there,

Thanks for your question.

At the moment, we don't offer guaranteed pickup and delivery times. You can read more about this on our Terms and Conditions: https://support.sendle.com/hc/en-au/articles/205800148-Terms-and-Conditions.

Feel free to reach out to our Support Team via sendle.com/help if you need more information and further assistance!

Hey there,

Thanks for your message.

Sendle is rated with 4.1 stars and won our product category in 2018.

The best way to try out and see the Sendle difference is by signing in a free account and sending a parcel. I'm sure you'll love your experience and you'll always have our support team (sendle.com/help) who will be there for you every step of the way.

Hope this helps!

Hi Tugaane,

Thanks for your interest in using Sendle!

We appreciate you'd like to ship food via Sendle and while it is possible, this type of item is considered to be at owner's risk (that is, they are NOT covered by Sendle's cover policy).

Sendle provides estimated delivery dates and not guaranteed dates and so there may be some risks in sending this type of goods.

Meanwhile, our estimated delivery from Melbourne-Sydney would be 1-2 business days but once you book an order, this will give you specific estimate delivery dates.

For further information about our service, do check out our Help Centre on support.sendle.com or you may also reach out to our amazing Support Team via sendle.com/help.

Hi Amy,

Thanks for this message and feedback.

To be able to address this properly, can you please send us a message through sendle.com/help with the order reference of this parcel?

We look forward to hearing from you!

Hi there,

Thanks for reaching out.

I want to ensure I have as much information as possible to help you, could you provide a brief explanation of your enquiry?

Looking forward to hearing back from you!

Hi Mariah,

Thank you for your feedback, we’re listening.

I’m sorry that your Sendle experience was so underwhelming.

We would like to know how we can help you further. Would you be able to send us an email through sendle.com/help, with some details, for us to look into this further?

Hoping to hear back from you soon!

Hi Sherrie,

Thank you for your feedback, we’re listening.

I’m sorry that your Sendle experience was so underwhelming.

We would like to know how we can help you further. Would you be able to send us an email through sendle.com/help, with some details, for us to look into this further?

Hoping to hear back from you soon!

Hi Jessica,

Thank you for your feedback and I'm sorry you're feeling frustrated with your experience in processing your claims. I see that Porsh has already endorsed your case to our Escalations Management Team who will be reviewing this and getting back to you shortly for further discussion.

Your patience and understanding are very much appreciated, Jessica.

Hi Allison,

Thanks for your question.

We do service Cairns QLD for parcel pickups. To find out if we can collect from your suburb, you may look into our network here: https://support.sendle.com/hc/en-us/articles/205204758-Domestic-Locations-and-Coverage

Hope you have a lovely day!

Hi J-Mac,

Thanks for reaching out.

I've checked your account and I can see that my colleague, Jan, is managing your case. I have asked her to provide you with an update as soon as possible.

Please be advised that we are unable to change the delivery instructions on parcels from "Authority to Leave" to "Signature on Delivery". This is because the drivers often rely on what is on the parcel in order to comply with our Signature on Delivery insurance requirements.

We have already informed our service provider to contact you when the driver arrives although this is not a guarantee.

Hi Pearly,

Thanks so much for your interest in our international delivery service!

Just pop in your pickup suburb, and voila' - we’ll let you know when it’ll be available for you. You can learn more if your address is available for international pickup by clicking on this link: https://support.sendle.com/hc/en-us/articles/115002409772-International-pickup-suburb-availability.

What does our international service entail? The same things you know and love about our domestic service! You can send to over 220 countries and territories for low, flat-rates, and we’ll pick up from your door at no extra cost.

All of the little perks like tracking, integrating us with your e-Commerce store, account/customer support are still included for free, too.

I hope that helps!