Please note that any person using this website, [ hereinafter referred to as "you or your" ] you hereby agree that using this website and any transactions you make or agree to [ ref ; "use/using" ] are subject to the terms and conditions listed below.
We have listed below some terms that are used in this agreement.
Working day - In Australia this generally refers to the hours of 9am to 5pm, Monday to Friday except on public holidays. Please note these times may vary at some overseas locations.
Third Party - This is the carrier who will be transporting the consignment.
Air Waybill/AWB - This is the document attached to the consignment.
Consignment - One or more parcels being sent using this service.
Receiver/Consignee - The business or person who is to receive the consignment.
Obligations Between Baggage Freight And Our Customers And Sundry Rulers
1) Baggage Freight shall arrange transport and delivery of the consignment/s with a reliable and reputable third party carrier as chosen by the customer at the time of ordering.
2) Baggage freight can only accept orders online from consignors or consignees being the credit card holder.
3) The customer has the responsibility to track all orders and in the event of a consignment being returned to contact our office immediately. If the consignment has been returned it will not be re shipped free of charge as delivery has been attempted and its return completes the agreed contract.
4) In most cases Baggage Freight do not come into direct contact with the consignment/s but arrange for their collection through one of the major carriers we hold on account. Please ensure the correct parcel/s are given to the correct collecting agent/courier that you have chosen at the time of ordering.
5) Consignments can be collected from either a residential or business address.
6) Baggage Freight or the carrier may at any time exercise the right to refuse to accept a consignment for any given reason such as insufficient packaging or the consignment being too large.
In addition Baggage Freight has the right to decline/refuse any order/user from our system.
7) Please note that all claims/queries must be directed through Baggage Freight who will then proceed to contact the relevant third party/carrier on the senders behalf. If the third party/carrier is contacted directly then Baggage Freight may not be in a position to assist you with your query at a later date.
8) Baggage Freight require that all international deliveries must be signed for except in certain destinations such as some areas of the USA classed as ' Driver release areas' which means that the third party/carrier has deemed this a 'safe' area and consignments may be left at the door without a signature. No claim can be made for such deliveries. Please check with Baggage Freight before sending to these destinations.
9) Our automated booking system will book the collection as requested by the customer. If for some reason this collection fails please contact Baggage Freight so that an alternative collection can be arranged as soon as possible.
10) Please note that our automated system books and charges for the delivery of the consignment only. If the consignment has to be returned then a separate return charge will be applied.
11) Baggage freight is only able to deliver to a full street address. We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given.
12) Baggage freight requires a telephone number for the consignee who may have to be contacted on the event of an address query. Please note for any overseas address a local phone number is required. The carrier will not call an Australian phone number. Baggage Freight will not re ship any returned item/s if a destination telephone number has not been provided and the carrier could not call to arrange delivery.
13) All prices quoted on this web site are in AUD $.
14) Once the service has been booked with the selected carrier payment will be made through our automated system at the end of the order.
15) Baggage Freight wish to advise that frequent users of our service are welcome to register with us as and become a Baggage freight account member. They will then be eligible for extra benefits such as a loyalty discount off most services. Please note certain services are excluded from this. This will be stated next to the quoted price. Any discounts we offer will be assessed by volumes shipped and frequency.
16) Consignment tracking is available through our web site or by messaging our Service department. It is the customers responsibility to track all shipments.Hard copy 'Proof of delivery' will be charged at $11.00 per item. Please note the 'Proof of delivery' is only kept for up to 4 months after delivery.
17) Billable weight = actual weight (kg) versus cubic weight whichever is greater.
Collection & Delivery
1) Baggage Freight's unique automated system will book the consignment's collection as per the customer's request. The system will advise if the time slot is available and if not you are able to select an alternative. Please note this collection time is not always guaranteed. If as happens sometimes the courier cannot make the collection we will re book the collection within 24 hours.
2) Please make sure that you are in when the courier arrives at the collection time you have requested. A surcharge of $26 will be charged if you are not available when the courier arrives.
3) Please note a receipt must always be obtained on collection of your consignment. You will be unable to make a claim if you do not have the receipt as proof that the consignment was collected. This receipt is also essential to track and trace the shipment.
4) You will be able to track the progress of your consignment online from our home page using your assigned Baggage freight tracking number.
5) Please note we are unable to send to any PO Box address unless Star Track Express are the nominated carrier & $15.00 surcharge will apply for deliveries to PO Boxes.
6) Shipments to and from remote areas nationally and internationally on all services may be subject to delay. Please check the address with us prior to shipment for advised transit times.
7) Transit times must be checked for the service ordered.
8) ] If a RE-delivery is required there may be a surcharge of $35.00 except for Star Track Express where fees are $17.50 + 0.77c per kilogram. An additional charge of $15.00 will apply for Premium Air Satchel re-deliveries or returns in addition to the air satchel rate.
9) IMPORTANT. For all destinations outside Australia a customs invoice must be completed unless using a document only service. You will be guided online to complete this if applicable and a template will be e-mailed to you once the order is placed. FIVE copies of this must be given to the driver on collection.
10) Please note that any item being shipped must be able to withstand a short drop. It is recommended that fragile items should not be sent through our services. Please refer to our Packaging guidelines.
11) WEIGHT LIMITS: Each item should be kept under 30kg for occupational health and safety purposes. For items weighing between 31- 70kg the courier driver will need assistance with lifting from the Sender. For items weighing 70kg + where a forklift is not available, you will need to book a service that includes TAILGATE. Additional charges apply for TAILGATE service.
12) MANUAL CONSIGNMENT NOTES: Avoid at all times using manual consignment notes, instead check your inbox to print the barcoded consignment note we email beforehand. If you did not receive an email from us, please notify us one day before collection is scheduled to occur. An additional charge of $25.00 will be incurred if a manual consignment note is used without prior written permission from Baggage Freight.
13) RETURN TO POST OFFICE: For Star Track Express Premium Air Services, if the first delivery attempt is futile, the consignment will be left at the nearest Post Office for collection by the receiver. An additional surcharge of $15.00 per consignment will apply for this service.
International Customs Clearance
Government taxes, duties and customs fees are not included in our shipping prices and are payable directly by the customer prior to final delivery, if applicable. The customer will be notified directly by our freight agent or by Customs directly if any payment is required .
Baggage Freight Pty has no control over any customs queries, delays or charges that may arise.
If the Receiver is contacted by phone and does not respond to customs issues in a timely manner according the requirements of our freight agent or customs officials; the shipment may be held in storage for additional costs to you, or the shipment may be returned to the Sender at your cost.
Penalties and extra charges will apply if dangerous goods are discovered in any shipment
Shipments of documents up to 1.5kg do not need a commercial invoice to any destination. These should be declared as zero value. If a value is entered then Baggage Freight cannot be held responsible for any charges that may occur.
Consignments that exceed $5,000 value may be delayed as they may require further documentation.
Please note Government taxes, duties and customs fees are not included in our shipping prices and are payable directly by the customer to the Government authority, if applicable. The customer will be notified directly if any payment is required .
Prohibited And Restricted Items - Air Cargo Domestic & International
1) If in doubt please check with Baggage Freight prior to booking that any items in your consignment are not prohibited or restricted. Items that are strictly prohibited are listed as such and CANNOT be sent through our services.
2) Some restricted items can be sent but will travel without any inclusive or additional damage/loss cover and are as such shipped at the owners risk. No claim can be made for loss or damage.
3) Restricted items may be subject to non collection, delay or return.If a restricted item is collected for shipment and then later returned, no refund of carriage will be given and return charges may be applicable.
4) The owner or consignor will be liable for any damage or loss to other cargo resulting from their shipment of a restricted item.
5) Baggage Freight operates an automated booking service. If you choose to purchase additional transit cover on a restricted item the cover will be invalid.
6) Please read carefully and tick all the check boxes to show you have read and understood the Prohibited/Restricted Items & Terms and Conditions List before you continue with your booking.
7) Please Note - Hazardous/Dangerous goods are strictly prohibited from our services, Failure to declare Dangerous goods can lead to prosecution with large fines or imprisonment.
1) If it is found that the dimensions or weight of the goods to be shipped are more than those quoted at the time of booking then a surcharge of $16.00 + GST will be charged as well as extra shipment costs for the additional amount.
2) If a manual consignment note has been used instead of the barcoded label supplied by Baggage Freight, we reserve the right to charge a penalty fee of $25.00 recovering administration costs
3) A surcharge of $26.00 will apply if the sender is not in when the courier arrives.
4) A surcharge may be applied if a re delivery is necessary.
5) Some areas may be subject to an additional remote area surcharge, which is not included in the original
6) Government taxes, duties and customs fees are not included in our shipping prices and are payable directly by the customer to the Government authority if applicable. The customer will be notified directly if any payment is required.
7) A re-delivery charge may be applicable at some destinations.. A re delivery charge may be applied for each delivery attempt.
8) An oversized surcharge may be applicable in some cases. This price will vary depending on the carrier chosen.
CONDITION: These surcharges may be applied to your credit card after delivery has already occurred.
Claims For Damage Or Loss
Please note that the maximum claim value is the transit cover that is chosen at the time of booking. You will be Ineligible to make a claim if you have not paid for transit cover during the booking process.
Please ensure you understand conditions of cover prior to sending the shipment. A downloadable copy of the insurance policy was provided during the booking process. If you have not received it is your responsibility to request a copy to be sent to you.
Sea freight claims will incur a $70 excess fee.
International Freight door to door & delivery to airport claims will incur a $70 excess fee.
Couriers Please claims will incur a $150 excess fee under Couriers Please insurance policy.
All other Domestic Carriers will incur a $70 excess fee.
Approved claims will be paid to the consignor only. Please ensure all details are correct at time of booking as there is a $22 cheque re-issue fee.
The claimant must provide proof of value of any goods that may have been lost or damaged.
The claimant must ensure that the item/s are available for inspection in the state they were delivered, at the address they were delivered and that all packaging is kept for inspection by the carrier. If the item/s are moved or repaired or if the packaging is not kept any claim will be void. photos of the external and internal packaging as well as the damaged item/s must be suppiied with the claim.
Claims will be assessed in relation to compliance with the Packaging Requirements Checklist which is available to read prior to booking,
Repair estimates must be supplied in the event of damage or replacement estimates if the item/s are beyond repair. Estimates must be supplied by approved repairers/suppliers for a claim to be considered or approved.
If a claim for repair is approved there will be no refund of shipping costs. Refund of shipping costs may only be approved if the damaged item/s are proven beyond repair.
Any claim for missing item/s may only be approved once the carrier has finished their enquiry or investigation and deemed the item/s to be lost.
All claims must be lodged strictly within 7 days of receipt of goods in cases of delay for damage and 7 days in cases of loss.
Please note that claims can only be addressed up to 12 weeks after dispatch as carriers are only required to retain records for this time. If you wish to dispute any claim decision, please contact our Customer Service Director within this period.
Baggage Freight will try to resolve all claims within 45 working days.
1) All consignments must be packed carefully in strong double walled boxes with sufficient interior padding and protection. The boxes must be strong enough to easily carry the contents weight. Any claim resulting from poor or insufficient packaging will be declined.
2) Baggage freight will not be held responsible for damage to other shipments or property that arises from shipment of poorly packed goods.
3) Consignments not boxed or packed poorly may be excluded from our services and could be subject to delay or return. If the consignment is damaged in transit due to poor packaging such as broken glass, the item/s may be discarded. Baggage Freight will not be held responsible for any claims for loss or damage to goods that are insufficiently boxed or packed. These goods are sent at the owners risk.
4) Parcels should not be strapped together. All care is taken to keep items in consignments together in transit.
5) Please note a receipt must always be obtained on collection of your consignment. You will be unable to make a claim if you do not have the receipt as proof that the consignment was collected. The receipt is also essential to track and trace the shipment.
6) No claim can be made for a Restricted or Prohibited item.
7) No claim can be made for an item delivered without a signature to a 'Driver Release Area'.
8) No claim can be made for a Dangerous or Hazardous item. Such items are prohibited from our services. If you fail to declare Dangerous or Hazardous goods you will be liable for prosecution, fines or imprisonment.
8) Any goods held in storage for the customer must be collected by an agreed date or they may incur additional storage charges or they may eventually be discarded at the senders expense.
9) Please note that sufficient packaging should be used to protect items from a short drop. Fragile items should not be sent through our services as any claim that results from a fall where the exterior packaging is intact will be invalid as the internal packaging was insufficient to protect the contents.
10) Baggage Freight advises the maximum claim value on each consignment is $100 unless additional transit cover is taken at the time of booking.
11) Baggage Freight operates an automated booking service. If you choose to purchase additional transit cover on a Restricted or Prohibited item the cover will be invalid.
12) In the event of a claim, the claimant must ensure that the damaged items are available for inspection in the state they were delivered, at the address they were delivered and that all packaging is kept for inspection by the carrier or the claim will be void. If the items are moved or repaired or if the packaging is not kept any claim will be void. Photos of the external and internal packaging as well as the damaged items must be supplied with the claim.
13) If any items appear to be damaged you must sign for them as "damaged" or you will be unable to make a claim. If you are unable to check the goods upon delivery please sign for them as "unchecked".
14) If you request the return of an item that is in transit and we are unable to comply no claim can be made.
15) All claims must be lodged within 10 days of receipt of goods in cases of delay or damage and 21 days in cases of loss.
16) Please note that claims can only be addressed up to 12 weeks after dispatch as carriers are only required to retain records for this time. If you wish to dispute any claim decision, please contact our Customer Service Director within this period.
It is not possible to guarantee transit times. Any transit times quoted are supplied as a guide only.
It is incumbent upon the sender to correctly supply all information required. Baggage Freight will not be held responsible for any wrong information that may have been entered and any delay this may have caused.
On occasion the courier may require the sender to complete a consignment note with details of senders and receivers addresses and contact phone numbers and it is the senders responsibility to ensure that all details are correctly completed and displayed on the correct parcels. No claim can be made if the parcels are sent and the details were incorrect or placed on the wrong parcel. It is not the drivers responsibility to check this information so please ensure this is correct before the parcels are dispatched.
Any liability for damage or loss is limited to the company transporting the consignment. Such liability is further limited to the loss, to the covered value, suffered by the customer who placed the order with Baggage Freight only, not the receiver of the consignment.
Claims for loss or damage will be void if they are the result of Acts of God, Consequences of war or the result of insufficient packaging or boxing or incorrect labeling.
Please note liability is also limited to the cost of sending the consignment only and to the covered value of the consignment if there is a claim. Baggage Freight will not be liable for any claim for breach of contract, loss of revenue or profit, disappointment, administrative inconvenience or indirect, incidental, financial or consequential loss or damage arising from or in relation to the service you ordered.
Baggage freight will not be liable for any delays or inconvenience caused or additional costs incurred by requirements of Customs authorities.
In the event of a claim please note the total liability that may be claimed by the sender in all respects and for any type of loss, cost or damage howsoever arising will be limited to $100 per consignment unless the sender has purchased additional transit cover through us in which case the limit of liability will be the cover purchased at the time of booking.
Nothing in this agreement shall be deemed to limit or exclude Baggage Freight's liability for fraud or for death or personal injury caused by Baggage Freight's negligence or to the extent otherwise not permitted by law.
You hereby indemnify Baggage Freight in respect of all damages , costs or expenses, liabilities and claim demands incurred by Baggage Freight or Baggage Freight's employees, sub-contractors or agents in relation to any claims by third parties arising in connection with this agreement, or as a result of Baggage Freight providing services which are in excess of the liability of Baggage Freight under this agreement.
All claims must be lodged within 10 days of receipt of goods in cases of delay or damage and 21 days in cases of loss. Please refer to FAQ.
These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected. The Contracts [Rights of Third Parties] Act 1999 shall not apply to this agreement.
It is the intention of Baggage Freight that the provisions of this Agreement shall be construed and enforced according to the laws of South Australia, Australia, without regard to its conflict of law rules. All controversies and claims arising hereunder, and all actions and proceedings, shall be brought to a court of South Australia of general jurisdiction or the Federal court of Australia sitting in the city of ADELAIDE and both parties consent to the venue and jurisdiction of the courts of that city. Nothing in this Agreement limits BAGGAGE FREIGHT's right to seek provisional injunctive relief in the appropriate jurisdiction.
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
Our team at Baggage Freight aim to provide the best possible service to our customers but if you have a complaint please feel free to contact our Customer service Director.
Baggage Freight is committed to protecting your privacy. We will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998.
We collect information about you for 2 reasons. Firstly, to process your order and second, to provide you with the best possible service. The information we may collect about you may include :
- Your name.
- Your Address.
- Phone number.
- E-mail address.
- Credit /Debit card details.
The personal information which we hold will be held securely in accordance with our strict internal policies and the law.
We will not e-mail you in future unless we have your consent.