120 questions from our users
EstherLasked
It says my package arrived but it never came! And there’s no phone number to contact anyone.. anyone have a phone number to contact Sendle?
2 answers
Hi maybe try this number..it was on bottom of an email..1300 36 1000 ....have ur reference number with probably may help. Goodluck
Customer Support S.Sendle
Hi Esther,
Thanks for your question.
I appreciate you are looking for a phone number to call, however, we currently do not have phone support at the moment and the best channel to send your enquiry is via email.
You can reach us at [email protected] and our Support Team will gladly help.
Kathasked
I've asked this on Facebook and I'll also ask here: I've ordered a parcel but I'm in a rural area and have an untrustworthy dirt road. Is there a way I can contact you to leave it somewhere to avoid a bogging on said road?
2 answers
Where are U located?
Customer Support S.Sendle
Hello Kath,
Thank you for your question.
We'd love to help you with your delivery, would you be able to send us an email at [email protected] including your Sendle Order Reference so we can look into it for you?
Thanks and speak with you soon!
Kathrine Dasked
Hi, can you check when this parcel may be due for delivery LJ232965815US? It has been awaiting clearance since 5th December. Thank you.
1 answer
Customer Support S.Sendle
Hello Kathrine,
Thank you for messaging us!
We've checked the tracking reference you have provided and it appears that this parcel is coming from the USA going to Australia.
Currently, our international shipping service does not accept parcel collections from abroad for delivery to Australia. It is something that we're working on and as soon as we have this service we'll sing out to all our customers
Meanwhile, I would recommend to please reach out to your sender to get more details about your delivery.
Hope this helps.
Revasked
Hi sendle how long does it take to get tracking info?
Apparently my parts are on their way from Sydney to brisbane but I’ve heard nothing.
1 answer
Customer Support S.Sendle
Hi there,
Thank you for your question.
Sendle sends tracking updates via email to both senders and receivers.
When the parcel is picked up we notify the receiver and when a parcel is delivered we notify both sender and the receiver.
If you didn't include your email address in the booking, you should still be able to track your parcel by following the 2 simple steps below:
1. Visit the website https://try.sendle.com/tracking
2. Enter your 6 digit alphanumeric tracking code e.g. S3NDLE
I hope this helps and should there be any concerns or delays with your delivery, please email our wonderful Support Team at [email protected] and they'll be happy to assist you.
Househunterasked
I have two paper back books (haven't weighed yet as I don't have them in my possession at present) which I want to send to Wynberg, Western Cape, South Africa, from Mount Kuring Gai Sydney. Approximately how much would this cost please? I am guessing together they may weigh up to 1kg or just over. Also would you be able to guarantee they would get there? Many thanks, Shannon.
1 answer
Customer Support S.Sendle
Hey Shannon,
Thank you for your inquiry!
I recommend checking this article right here: https://support.sendle.com/hc/en-us/articles/115001989672-International-prices
Feel free to download a complete guide to Sendle international's plans, prices, zones and weight brackets. If you have other questions, please email us at [email protected] and our Support team will be happy to help you.
Happy Sendling!
Rumpaasked
Hello. I want to know something. If i sent 10 small parcel which individual weight is 100g. All together 1kg in different city in Australia. How much it will cost me? Does it depend on weight or depend on address?
1 answer
Customer Support S.Sendle
Hey Rumpa,
Thanks for your question!
Currently, we have a one-to-one relationship between orders and packages. If you have multiple packages going to the same address, you will currently need to make multiple orders to get multiple labels.
About the delivery cost, it depends on both size/weight and address. You can easily get a quote on the Sendle dashboard: https://support.sendle.com/hc/en-us/articles/209657287-Get-a-quote
If you have other questions, please don't hesitate to send us an email at [email protected] and our wonderful Support team will be happy to help you.
JAPasked
Does Sendle itself make the deliveries itself or is it another company? If it's other companies, can I choose which one to use? I've had terrible experiences with Fastway and definitely don't want to use them.
3 answers
Sendle uses both Couriers Please and Fastway for Australian deliveries. We were also not going to use Sendle because they use Fastway, as we have vowed never to use them again because of constant issues. We took the plunge and used them once, Couriers Please collected the parcel. Used them again and it was Couriers Please. Have now used them about 50 times and every time it has been Couriers Please - maybe we are just lucky to be in an area serviced by Couriers Please rather than Fastway. Anyway, I couldn't be happier with the service from Couriers Please - absolutely amazing! Not one issue and even get same day delivery for local Melbourne suburbs - which our customers love. The Sendle app is so easy to use and links to Shopify with no problems. We have used them for international deliveries twice - once with no issues and the second time the parcel was delayed, but their customer service was great once I submitted an enquiry. If you are lucky enough to be in a Couriers Please pickup area then go for it, but if you are unlucky enough to be serviced by Fastway then I would probably give it a miss based on previous terrible experiences.
Customer Support S.Sendle
Hi Jap,
Thanks for reaching out.
Sendle is a multi-carrier service and our system chooses the delivery partner based on the route and quality. The hub-and-spoke model does not allow for us to choose which courier your parcel delivery will be assigned because there are some areas that are not serviced by one courier, which will reduce the postcodes serviced by delivery.
Fastway has been awesome in some areas and if ever it's not the same in yours, we can definitely raise your feedback with them so that we know how Sendle can improve.
Kindly reach out to our Support Team at [email protected] if ever your Sendle orders are havings issues.
Happy Sendling!
Sendle are not a courier company, they do not ever touch packages. They outsource to actual courier companies and take a cut of the money. Like a virus or a parasite, they just live off the host (you) without actually doing anything concrete.
Not heardasked
Hello,
Which couriers do you forward your customers parcels to?
2 answers
Customer Support S.Sendle
Hi there,
Thanks for your inquiry!
Sendle operates as a multi-carrier network, and our system is designed to choose the delivery partner based on the most competitive price, quality, and route. You can easily get a quote by signing up for a free account.
If you have other enquiries, please contact us via sendle.com/help and our dedicated Support Team will be happy to help you.
So you will not say who you use?
saraasked
How much does it take to answer an email? its already taken 8 business hours and im waiting for your response
1 of my 4 parcels is delivered to a wrong place 1.5 hour after I recieved 3 of them and someone signed it!!!! I dont want to lose my items
1 answer
Customer Support S.Sendle
Hi there,
I'm Alice and I'm here to help.
Thanks for patiently waiting. We are experiencing high volume in enquiries which is why we weren't able to get back to you just yet.
Would you be able to send us a PM with your Sendle Order Reference Number or your email address for us to look into this further?
Thank you for your assistance. Speak soon!
Blueasked
Are you affiliated in any way to Clipper Parcels?
1 answer
Customer Support S.Sendle
Hi Blue,
Thank you for your question. Sendle is not associated with Clipper Parcels.
- Sendle Customer Happiness Team
Shamasked
Why you stuffed up my parcel?
1 answer
Customer Support S.Sendle
Hi Sham,
Thanks for reaching out and we're so sorry to hear about your delivery. We'd love to help!
Can you please send us an email at [email protected] with the details of the order so that we can look into this further? If you already have, someone from our Support team will reach out soon.
Thank you for your patience.
Jo Basked
I missed a deliver and no note was left only found out via tracking information that came 2 days later, how do I now get my package??
1 answer
Customer Support S.Sendle
Hi Jo B,
Hope you are well.
We are happy to look into your order so we can provide more details.
Would you mind emailing us at [email protected] so we can investigate this further?
We look forward to hearing from you!
Emilyasked
Hi,
Can you please advise if Sendle is no longer using Couriers Please as a contractor? It seems like parcels are no longer being carried by Couriers Please (I am in SA 5169) which is disappointing because I have always found them very prompt and reliable with their pick ups. Now all my parcels are being booked with Fastway who rarely collect parcels on the day they are booked and seem much slower and less reliable with sendle deliveries. I send roughly 10-40 parcels a week and am considering having to go back to Australia Post as I can't keep having delays with Fastway Courier pick ups when I can take them down to Australia Post to be sent immediately.
Couriers Please are fantastic - Fastway are not good.
Any information you can provide would be appreciated.
Thanks
3 answers
Customer Support S.Sendle
Hi Emily,
Thanks for your question. Sendle is a multi-courier company and our system automatically chooses the courier who services the delivery area, competitive price and quality. For me to be able to look into your account, would you be able to send us an email at [email protected] with the subject "FROM PRODUCT REVIEW".
Looking forward to your response.
Contact couriers please directly. I get cheaper rates with couriers please than through sendles premium account now and send similar quantities to you for one of my small shops. Alot of couriers are boycotting sendle due to the number of complaints and non existent customer service but more importantly their complete disregard of liability for "lost" (stolen) parcels. Atleast when you deal with couriers please and they loose something they process the insurance same day and 90% of the time they will find your parcel within a week. Sendle will not pay out or admit fault ever! They have no legit Australian office and customer service is just generic email responses and circle messages until you give up with them. I'll be seeing them in court soon for the $1000's of dollars worth of laptops and other items "stolen" while in their possession.
The best excuse I got from them is I need to hide what the item is so it dosent get stolen..? They were referring to the shipping label (not the plain packaging) that stated the reference as "dell xxxxxxxx"? This is auto from their online integration. See you in court sendle
It's not Fastways fault actually; the integration is crap between Sendle and Fastway, so the pick up request doesn't come through until the next day. I get around this by contacting the driver directly by text to advise him there is a pick up. Brilliant service from my Fastway guy, and he always shows up on the day requested.
Rose Fasked
Morning. Not happy with your service. Its been a week now and still didn’t receive my item. It took 2 days australia post took u over a week.. Any ideas?
5 answers
I am very sorry to hear this news Rose. My experience with Sendle is nothing but professional. I am sure there would be a good reason for the delivery delay and suggest you contact Sendle direct for assistance
Glenn
Customer Support S.Sendle
Hi Rose,
Thanks for reaching out.
I understand you're still waiting for your parcel and we'd love to check that all is well with your delivery. Can you please send us an email at [email protected], with the details of your order, so we can look into this further?
Thanks again, and we hope to hear from you soon.
I'm in the same boat, soo many "lost" parcels and 100% of all international parcels sent have been "lost" also. These guys are crooks and don't care at all. No customer service and no follow up on the "lost" (stolen) parcels. The only immediate avenue is to file a police report for stolen property and as sendle are the carrier contracted to deliver the goods they will be required to provide the details to the police of the courier company engaged by them and the last courier to touch the item.
Sendle need to be held accountable for their dodgy services and ultimately banned from the Australian market as they aren't even a legitimate company.
By law in Australia if your business address is requested it must be provided. As my lawyer states they are legally required to provide the name of a direct manager and contact address for so court papers can be served.
The ACCC and postal industry ombudsman are also aware of their dodgy practices and I urge everyone done over by these guys to get in contact with them.
Evaasked
Hello I was apparently delivered a printer on the 17 July. I was not home at time of delivery, the item was not their and no signature was from me. I would like a refund. Any help?
Eca
1 answer
Customer Support S.Sendle
Hi Eva,
Thanks for your inquiry.
Can you please send us an email via www.sendle.com/help, with more details, so we can check your order?
Looking forward to hearing from you soon!
Davidasked
We have found Sendle to excellent over the years that we have been using them EXCEPT when they use Fastway to do the pickup who are so bad that t hey are actually worse than Australia Post. We booked a pickup on Thursday of last week and it still has not been collected. I have customers screaming for their orders and I can't get any updates! Any idea?
1 answer
Customer Support S.Sendle
Hi David,
Let me help - did you have the Sendle Order Reference handy for us to check?
You can send us a private message here or via www.sendle.com/help with the details of your order.
Thank you.
Diynamikasked
What is transport time from Adelaide to Perth ?
1 answer
Customer Support S.Sendle
Hi there,
Thanks for your inquiry!
Adelaide to Pert usually takes 5 to 7 business days.
You can check this tool out for more information: https://www.sendle.com/delivery-estimator
If you have other questions, please don't hesitate to send us an email via www.sendle.com/help.
Have a lovely day!
Finniganasked
I am awaiting delivery of a parcel, but unfortunately am not in the area - I have sent 2 messages to your contact but no response so far. My latest message tells me it is in the couriers bay for the next delivery. I have written twice to request it be left at a neighbour's address but I have heard nothing. The tracking number Parcel Ref SYRPKB - please advise asap.
1 answer
Customer Support S.Sendle
Hello there. Thank you for patiently waiting. I see that one of our Happiness Champ has responded today on your email. If your parcel is not yet received, please reply to our email and we'll investigate on this for you. Hope you have a lovely day!
lozandmishasked
Can i send a large (up to 25kg) parcel/suitcase from Australia to USA?
1 answer
Customer Support S.Sendle
Hi there,
Thanks for your question!
The maximum weight to send internationally is 20 kg. If you need more info, please visit this link right here: https://support.sendle.com/hc/en-us/articles/115001989672-International-prices
Hope this helps!
Dainyasked
Will you ever represent the Gippsland region? We are desperate for an alternative to Australia Post!
1 answer
Customer Support S.Sendle
Hi Dainy,
Thanks for reaching out!
We're working on expanding the network and introducing more competitive rates for regional areas, too. Please continue to stay tuned!
If you have other questions Dainy, please email our wonderful Support team via www.sendle.com/help and they'll be happy to assist you.
Have a lovely day!
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