How should I pack my goods for transport?

Please note that you must pack your goods for transport properly as they will be handled several times and be loaded onto multiple vehicles before final delivery. Where possible, please use the original packaging for your items. All goods must be packed on to cartons or crates, even if they are placed on a pallet. Further information is available in our Packaging Guide.

How fast are you?

AirRoad provides an express road transport service. We do not hold your goods at any point during transport, and they are despatched on the next available vehicle. Goods despatched from the eastern seaboard are usually delivered on the following business day to their adjacent capital city. For a list of transit times for our most popular routes, visit our Transit Times page.

Can I drop off/pick goods up from your depots?

Due to security and safety issues, depot drop-offs and pickups are not permitted at any AirRoad sites. However, you can organise for a licenced courier service to pick up or drop off your goods. For further information, please contact our Customer Service team on 1300 237 824.

Who can sign for my item?

Anybody present at the receiving location can sign for the item. Our Drivers will note the name, date/time of delivery and take a signature from the receiver during delivery.

What are your scanning milestones?

• AirRoad’s standard process includes consignment tracking at five critical delivery milestones.
  These are:
  1. At pickup
  2. Into sender depot (Colby/depot conveyor belt scan)
  3. On to linehaul truck (intercity travel)
  4. Into receiver depot (Colby/depot conveyor belt scan)
  5. On board for delivery

Once a delivery has been completed the final status will change to Delivered with the receiver’s first name also shown (e.g., ‘Delivered to Don’).

How can I view Proof of Delivery signatures?

AirRoad doesn’t relinquish your goods till a Proof of Delivery signature has been received. These are usually available in real time for metro postcodes and 1-2 days for most regional locations. Note that certain remote locations may take longer. Proof of Delivery signatures can be viewed by logging in to My AirRoad and accessing the Track and Trace or POD Retrieval tool.

Can I request a specific delivery time?

AirRoad's standard pickup/delivery hours are from 8.30 AM to 5.30 PM, Monday to Friday.

Will the Driver call me prior to delivery?

Unfortunately, our drivers do not call prior to delivery. However, you can track your consignment on our website to see its most recent tracking milestone. An estimated delivery date is also provided to the booking customer.

I received an ‘Attempted Pickup/Delivery’ calling card. What do I do next?

Please call our Customer Service team on 1300 237 824 to rearrange your pickup/delivery.

My receiver cannot wait all day for their delivery. What can I do to avoid re-delivery/futile fees?

AirRoad will advise you of the transit time and we will also confirm an estimated delivery date during the booking process. We suggest that you call us on the morning of the delivery to get an estimated time of arrival. However, we cannot guarantee ETAs.

Where it is safe, you may also want to consider an ‘Authority to Leave’ (ATL) delivery option. This means that AirRoad will not require a delivery signature to complete the delivery. Do note that we will not be liable for any loss or damage to goods if this option is selected. These requests must be made by the booking customer only during the time of booking or by emailing AirRoad once a consignment has been booked.

My item has been damaged or lost in transit. What do I do next?

Please get in touch with the booking customer and they can commence the claims process with AirRoad.

How can I contact AirRoad ?

For urgent queries, please call our Team on 1300 237 824. For non-urgent enquiries, please use the Contact form on this page, and we will get back to you within 2 business days. To get a one-off quote and make a booking, visit the AirRoad Direct website.  

I send goods regularly. Can I open an account?

AirRoad Express, can offer an account-based service to large businesses that despatch goods every day. Please note that minimum trading requirements apply, and you must have daily or regular pickup requirements. For further information, please fill the form here and our Sales Team will be in touch with you.