{"id":82,"date":"2026-04-21T00:55:58","date_gmt":"2026-04-20T14:55:58","guid":{"rendered":"https:\/\/pickup.ebaoguo.com\/faq-en\/"},"modified":"2026-04-21T00:55:58","modified_gmt":"2026-04-20T14:55:58","slug":"faq-en","status":"publish","type":"page","link":"https:\/\/pickup.ebaoguo.com\/en\/faq-en\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"\n
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Pickup FAQ<\/p>\n\n\n

Frequently Asked Questions<\/h1>\n\n\n

Booking, payment, pickup, delivery, tracking, international, account, points, insurance, refunds \u2014 all in one place.<\/p>\n\n<\/div>\n\n<\/div><\/div>\n\n\n\n

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\ud83d\udcdd Booking<\/h2>\n\n\n\n
Do I need to register to book on Pickup?<\/summary>

No \u2014 you can get quotes without signing up. Quoting is completely free and requires no registration. You’ll only need to log in when you place an actual order, so the label can be generated and tracking updates sent. A Pickup account is free to open via email or mobile number.<\/p><\/details>\n\n

How many parcels can I ship in one order?<\/summary>

A single booking can include multiple parcels (multi-package). Enter weight and dimensions per package and the system generates a separate label and tracking number for each, but with a single pickup. Some carriers cap the number of parcels per order (usually 1\u201310).<\/p><\/details>\n\n

Can I change the address after booking?<\/summary>

Before the label is generated, you can edit it on the order page. After generation, contact support \u2014 some carriers support recipient address changes, but a re-address fee of AUD $10\u201330 may apply. Interstate or international address changes are not allowed.<\/p><\/details>\n\n

Can I ship on someone else’s behalf?<\/summary>

Yes. Pickup’s address book supports multiple addresses, and the sender can differ from the account holder. However, all declaration content and legal responsibility still rest with the account holder.<\/p><\/details>\n\n

How do I decide which carrier to pick?<\/summary>

The Pickup comparison page shows price, estimated transit time, tracking capability and insurance cover side by side. For urgent shipments pick FedEx \/ DHL; for heavy items or pallets choose TNT \/ AusPost; for affordable domestic pick AusPost \/ Aramex; for New Zealand domestic choose NZ Post.<\/p><\/details>\n\n

Will I get a full refund if I cancel?<\/summary>

If the label hasn’t been scanned and the parcel hasn’t been handed over to the carrier, you can cancel from the order page and receive a full refund to your original payment method or balance. Orders already with the carrier can’t be cancelled \u2014 you’d have to use the “recall” process, which may incur a recall fee.<\/p><\/details>\n\n

Can I schedule a future pickup date?<\/summary>

Yes. At checkout, choose a pickup date (same-day afternoon or within the next 7 days). Some carriers support a specific time window (morning \/ afternoon). Most carriers don’t operate on weekends and public holidays.<\/p><\/details>\n\n

Where do I download the label?<\/summary>

Once payment succeeds, the PDF label is available on the order details page. It’s also emailed to your registered address and always available under “My Orders” after logging in. A4 laser print or A6 thermal label \u2014 both work.<\/p><\/details>\n\n

What if I don’t have a printer?<\/summary>

Some carriers (AusPost, Pos Laju) support “label-less pickup” \u2014 bring the QR code to a store and scan-print on site. Or drop off at the Pickup transit warehouse and we’ll affix the label for you. Alternatively, use a print service at a store like Officeworks.<\/p><\/details>\n\n

Is there an API for bulk orders?<\/summary>

Yes. Business customers can apply for API access, with Shopify \/ WooCommerce plugins and ERP integration supported. Bulk orders also qualify for tiered pricing. Contact Pickup’s business team for integration documentation.<\/p><\/details>\n\n\n\n

\ud83d\udcb3 Payment & Fees<\/h2>\n\n\n\n
What payment methods are supported?<\/summary>

Pickup accepts Visa \/ Mastercard \/ AmEx credit cards, debit cards, account balance, points redemption, and monthly credit lines for business customers. Apple Pay \/ Google Pay is available in some regions. Payments are processed through Airwallex and comply with PCI-DSS.<\/p><\/details>\n\n

Why does the price change at different times?<\/summary>

Carriers adjust prices in real time based on fuel surcharges, warehouse capacity and peak-season indexes. Every Pickup quote is live, so prices can vary day to day. If you see a price you’re happy with, book promptly.<\/p><\/details>\n\n

Are there extra surcharges?<\/summary>

The quote page already includes all standard fees. Surcharges may apply for: remote-area delivery, re-address, return, weekend pickup, oversized or overweight parcels, irregular packaging, recipient refusal, customs demurrage and similar situations. The Pickup booking page will flag them clearly.<\/p><\/details>\n\n

What happens if the actual weight doesn’t match what I entered?<\/summary>

The carrier will re-weigh and re-measure; if the actual values exceed your input (weight difference > 0.5kg or any side difference > 2cm), the difference is charged back to your Pickup balance or original payment method. Measure carefully before booking.<\/p><\/details>\n\n

What is volumetric weight?<\/summary>

Volumetric weight = L \u00d7 W \u00d7 H (cm) \u00f7 divisor (usually 4000 or 5000 domestically, 5000 or 6000 for international air). Freight is charged on whichever is greater, actual weight or volumetric weight. Light, bulky items (pillows, plush toys) are usually billed volumetrically.<\/p><\/details>\n\n

Can I get an invoice \/ tax receipt?<\/summary>

Yes. Every order automatically generates an Australian Tax Invoice (including GST), available in “My Orders”. Business customers can update the invoice entity and ABN in account settings and subscribe to monthly statements.<\/p><\/details>\n\n

Can I mix points and balance payments?<\/summary>

Yes. At checkout you can apply points (ebaoguo points convert to AUD at a set rate), pay from your balance, and top up with a credit card \u2014 combine methods as you like. Points can offset up to 50% of a single shipment.<\/p><\/details>\n\n

Can businesses pay on monthly terms?<\/summary>

Yes. After completing business verification you can apply for a credit line and settle the following month \u2014 NET 14 \/ NET 30 supported. Provide your ABN and finance contact, and once risk review clears, the line is opened.<\/p><\/details>\n\n\n\n

\ud83d\ude9a Pickup & Delivery<\/h2>\n\n\n\n
Is pickup free?<\/summary>

Most carrier door pickups are included in the shipping rate. Remote or regional \/ rural areas may attract an extra pickup fee. Drop-off at a store is always free. The Pickup booking page will flag the policy for your postcode.<\/p><\/details>\n\n

What times do pickups happen?<\/summary>

Usually weekdays between 09:00\u201317:00. You can choose morning (9:00\u201313:00) or afternoon (13:00\u201317:00); the carrier dispatches within that window. Book at least 2 hours before the slot.<\/p><\/details>\n\n

What if the driver doesn’t show up?<\/summary>

First check the pickup status on the order page. If the booked window has passed and the driver still hasn’t arrived, contact Pickup support \u2014 we can re-dispatch or switch to drop-off. A failed pickup does not incur extra charges.<\/p><\/details>\n\n

Can I specify a delivery time?<\/summary>

Standard services don’t allow time-slot selection \u2014 delivery falls within the carrier’s standard window. Some services (FedEx Priority, DHL Time Definite) offer morning \/ afternoon time commitments at higher cost.<\/p><\/details>\n\n

What if the recipient isn’t home?<\/summary>

The carrier leaves a calling card or sends an SMS to rebook delivery or collect from the nearest pickup point. The first failed delivery is free; the second or third may trigger a failed-delivery fee. Selecting “Authority to Leave” authorises the driver to leave the parcel at the door.<\/p><\/details>\n\n

Can I ship to remote areas?<\/summary>

Most postcodes in Australia and New Zealand are deliverable. Extremely remote zones (outback, islands, Indigenous reserves) may be non-serviceable or attract a remote surcharge of AUD $10\u201350. Pickup flags this automatically at booking.<\/p><\/details>\n\n

Can I drop off at a Pickup transit warehouse?<\/summary>

Yes. Select “Drop off at Pickup warehouse” during booking to get the warehouse address. We’ll reinforce, inspect and apply the label before handing over to the carrier \u2014 ideal for cross-border, fragile or high-value shipments.<\/p><\/details>\n\n

Can the parcel be held at destination?<\/summary>

Some carriers support “Hold for Collection” \u2014 you can notify the local depot before delivery and the recipient picks it up. For international, you can also opt for collection at the destination-country depot, usually free for 3\u20135 days.<\/p><\/details>\n\n\n\n

\ud83d\udce6 Packaging & Weight<\/h2>\n\n\n\n
Does Pickup supply packaging materials?<\/summary>

The transit warehouse can source cartons, bubble wrap and tape; some carriers (AusPost) sell their own satchels in stores. We recommend preparing your own materials or sending the goods to the warehouse for procurement.<\/p><\/details>\n\n

What’s the maximum weight and size?<\/summary>

Per piece standard limits are typically: domestic 30\u201340kg \/ sum of three sides \u2264 260cm; international 30kg \/ sum of three sides \u2264 300cm. Beyond that, move to pallet or freight service. The Pickup booking page auto-matches eligible services based on the dimensions you enter.<\/p><\/details>\n\n

What happens if I exceed the size limit?<\/summary>

Minor overages trigger surcharges (typically AUD $20\u201350); major overages are refused or returned by the carrier. When the longest side exceeds 150cm or the parcel is beyond air-freight limits, you’ll need to switch to road transport or pallet.<\/p><\/details>\n\n

Can I ship irregularly shaped items?<\/summary>

Cylinders, triangles or items with protruding handles must be declared as “Non-Conveyable” and attract an AUD $15\u201330 surcharge. Whenever possible, pack into a regular rectangular box.<\/p><\/details>\n\n

How do I measure volume?<\/summary>

Use a tape measure on the outer packed box \u2014 longest side \u00d7 widest side \u00d7 highest side (cm), measured as-is. If there are protrusions (handles, angled edges), use the circumscribing rectangle. Pickup’s booking page includes illustrations.<\/p><\/details>\n\n

What if my declared weight differs from the carrier’s measurement?<\/summary>

Before shipping, record parcel dimensions (with a visible ruler) and the scale reading on video or in photos. The carrier will re-verify in transit, and their measurements \u2014 taken via automated scanning \u2014 carry greater evidentiary weight than customer declarations. If the actual exceeds the declared, Pickup will automatically deduct the shipping-fee difference plus applicable surcharges based on carrier data; if actual matches declared, no additional charge occurs. See clause 4.6 of the Terms & Conditions and Section 6 of the Claims & Compensation Policy.<\/p><\/details>\n\n\n\n

\ud83d\udccd Tracking & Exceptions<\/h2>\n\n\n\n
Where do I track a parcel?<\/summary>

Log in to your Pickup account \u2192 My Orders, or enter the tracking number at \/track. We aggregate every carrier’s scan events in one view. Email \/ SMS alerts for key milestones (pickup, customs, delivery) are also available.<\/p><\/details>\n\n

Why hasn’t the tracking updated for a few days?<\/summary>

Possible reasons: 1) still on first-leg linehaul (pre-sort); 2) cross-border customs clearance (typically 1\u20133 days); 3) carrier system delay. If there are no updates for more than 5 business days, contact Pickup support for us to investigate.<\/p><\/details>\n\n

Tracking says delivered but I didn’t get it?<\/summary>

Check neighbours, mail room, parcel lockers and reception first. Contact the carrier to request POD (signature \/ delivery photo). Pickup support can investigate with the carrier for at least 7 days; if it can’t be recovered, we move to a lost-parcel claim.<\/p><\/details>\n\n

Is there compensation for delays?<\/summary>

Standard-service transit times are indicative, and most carriers accept no liability for delays. If you chose a service with a committed time window (e.g. FedEx Money-Back Guarantee), significant delays may qualify for a refund. See the specific service terms.<\/p><\/details>\n\n

What do I do if the parcel arrives damaged?<\/summary>

Photograph it in front of the driver and either refuse delivery or sign “Damaged”. Keep the outer packaging and contents as they are, and file a claim with Pickup support immediately. Claims filed more than 24 hours later have a much lower success rate.<\/p><\/details>\n\n

What if the parcel is lost?<\/summary>

Once Pickup confirms the carrier can’t recover the parcel (investigation usually takes 10\u201330 days), compensation is paid based on your declared value and whether additional insurance was purchased. Without insurance, the carrier’s default cover applies (typically AUD $50\u2013100 per item or by weight).<\/p><\/details>\n\n\n\n

\ud83c\udf0f International & Customs (Key Section)<\/h2>\n\n\n\n
Who pays the duties and import taxes?<\/summary>

The recipient pays.<\/strong> Pickup uses DDU (Delivered Duty Unpaid) by default \u2014 the shipping fee does not include destination-country duties or GST \/ VAT \/ SST. The recipient pays before or at delivery. Tell the recipient in advance to avoid refusals.<\/p><\/details>\n\n

What value should I declare?<\/summary>

Declare the actual market value of the goods. Intentional under-declaration is false declaration and, if detected, can lead to fines, seizure or confiscation.<\/strong> Compensation is also capped at the declared value, so under-declaring forfeits cover above that amount. Over-declaring also backfires \u2014 customs will tax the higher figure.<\/p><\/details>\n\n

What is an HS Code?<\/summary>

The Harmonized System Code is the 6-to-10-digit number customs uses to classify goods. Pickup lets you search and select when booking, and auto-suggests based on item name. An incorrect HS Code can cause clearance delays or trigger taxation at the highest rate.<\/p><\/details>\n\n

What documents are needed for customs clearance?<\/summary>

Commercial shipments need a Commercial Invoice and Packing List (Pickup generates these). Personal shipments usually only need a detailed declaration. Specific goods \u2014 medicines, food, electronics \u2014 may need extra permits, ingredient lists or test reports.<\/p><\/details>\n\n

What if the recipient refuses to pay duties?<\/summary>

The parcel is returned or destroyed. Return requires the sender to pay the return shipping \u2014 usually equal to or higher than the outbound cost \u2014 and destruction means losing both the goods and the original freight.<\/strong> Confirm with the recipient that they’re prepared to pay duties before booking.<\/p><\/details>\n\n

How long does customs clearance take?<\/summary>

Normally 1\u20133 business days. Complex declarations, random inspections or holidays can extend this to 5\u201310 days. Pickup can’t intervene in customs processes but can help you submit supplementary materials and respond to customs queries.<\/p><\/details>\n\n

Can I prepay duties (DDP)?<\/summary>

Selected FedEx \/ DHL services support DDP (sender prepays duties) \u2014 tick the option on the Pickup booking page. DDP costs more but offers a smoother experience, suited to B2B or gifts.<\/p><\/details>\n\n

How are international lost-parcel claims compensated?<\/summary>

Compensation is capped at declared value plus any additional insurance. Without insurance, most carriers cap international shipments at around CIF USD 100 or use the SDR rate. For high-value international shipments, always buy additional insurance.<\/p><\/details>\n\n

Who pays for international return shipping?<\/summary>

The sender.<\/strong> Regardless of whether the return is due to customs rejection, recipient refusal, address error or failed delivery, the return leg is paid by the sender \u2014 usually equal to or greater than the outbound cost. In some scenarios storage and destruction fees apply on top.<\/p><\/details>\n\n

What happens with false declarations?<\/summary>

From light to severe: 1) pay outstanding duties plus fines; 2) seizure and destruction; 3) freight not refunded; 4) account blacklisted by the carrier; 5) in serious cases, legal action. Cross-border isn’t trivial \u2014 Pickup accepts no liability, so declare truthfully.<\/p><\/details>\n\n\n\n

\ud83d\udc64 Account & Balance<\/h2>\n\n\n\n
What do I need to register a Pickup account?<\/summary>

Just an email or mobile number. Registration takes about a minute \u2014 no membership fees, no monthly fees. Business customers can additionally submit an ABN to apply for a business account and monthly credit line.<\/p><\/details>\n\n

How do I top up my balance?<\/summary>

My Wallet \u2192 Top Up \u2192 choose amount and currency (AUD \/ NZD \/ MYR) \u2192 pay by credit card or local bank transfer. Top-ups have no fees; the balance can be used for any order.<\/p><\/details>\n\n

Can I withdraw my balance?<\/summary>

Yes. Unused top-up balances can be refunded via the original route (usually 3\u20135 business days). Promotional credits and points-converted balance are not withdrawable \u2014 they can only be used against shipping fees.<\/p><\/details>\n\n

Can I hold multiple currencies?<\/summary>

Yes. The Pickup wallet holds AUD, NZD and MYR as three separate balances, and paired with the ebaoguo multi-currency account you can use them without conversion. At checkout the appropriate currency is selected based on the origin country.<\/p><\/details>\n\n

How do I update my account info?<\/summary>

After logging in, go to Account Settings to change email, phone, password, address book and default sender address. Business name and ABN changes require contacting support for verification.<\/p><\/details>\n\n

Can I merge multiple accounts?<\/summary>

Direct account merging isn’t supported. If you need unified management, pick one as your primary account and contact support to manually transfer balance and points from the other.<\/p><\/details>\n\n\n\n

\ud83c\udf81 Points & Coupons<\/h2>\n\n\n\n
How do I earn points?<\/summary>

Every successful shipment earns 1\u20133% back in points on the shipping fee; you can also earn points via promotions, referrals and completing your profile. Points are shared with your ebaoguo account and usable across the ebaoguo ecosystem.<\/p><\/details>\n\n

How do I use points?<\/summary>

On the checkout page, select “Use points to offset” \u2014 they convert to AUD \/ NZD \/ MYR at a fixed rate, up to 50% of a single shipment. Unused points stay in your account.<\/p><\/details>\n\n

Do points expire?<\/summary>

Standard points are valid for 24 months. Promotional points typically last 90 days to 12 months \u2014 check the rules at redemption time. You can see the expiry date of each points batch in your account.<\/p><\/details>\n\n

How do I use a coupon?<\/summary>

At checkout there’s a “Coupon” input \u2014 enter a code or select a saved coupon to auto-apply. One coupon per order, not stackable, but usable alongside points and balance.<\/p><\/details>\n\n\n\n

\ud83d\udee1 Insurance & Claims<\/h2>\n\n\n\n
Does the shipping fee include insurance?<\/summary>

The shipping fee includes the carrier’s basic liability cover<\/strong> (typically AUD $50\u2013100 per item, or by weight), which is not insurance. Real insurance requires selecting “Additional insurance” at booking and paying based on declared value.<\/p><\/details>\n\n

How do I buy additional insurance?<\/summary>

On the booking page, tick “Additional insurance” and enter a declared value. Premiums are roughly 1\u20133% of value, varying by carrier and destination. Per-item cover is typically capped at AUD $5,000\u2013$10,000.<\/p><\/details>\n\n

When is a claim refused?<\/summary>

1) Inadequate packaging; 2) false declaration; 3) prohibited or restricted items; 4) natural wear or inherent defect; 5) force majeure (war, natural disaster); 6) claim filed after the time limit (usually 14\u201330 days); 7) no POD or damage evidence; 8) items on the insurance exclusion list (cash, jewellery, original artwork).<\/p><\/details>\n\n

How does the claim process work?<\/summary>

1) Within 24 hours of discovery, contact Pickup support; 2) submit photos, invoices, delivery records and other evidence; 3) Pickup opens the case with the carrier; 4) investigation takes 10\u201330 days; 5) on approval, compensation is paid to your balance or original payment method. See the claims process<\/a> for details.<\/p><\/details>\n\n

How long do I have to file a claim?<\/summary>

Damage \/ loss claims must be opened within 14 days of signature or expected delivery date; for international, within 30 days. Carriers may close overdue cases outright. Pickup strongly recommends filing on the same day.<\/p><\/details>\n\n\n\n

\ud83d\udcb8 Refunds & Cancellation<\/h2>\n\n\n\n
When can I get a full refund?<\/summary>

1) Label hasn’t been printed after booking; 2) label printed but not yet scanned by the carrier; 3) the carrier can’t provide the service. These three cases qualify for a full refund.<\/p><\/details>\n\n

Can I get a refund after pickup?<\/summary>

Usually not. If the parcel hasn’t left the country or entered the network, you can request a “recall” \u2014 often with a recall fee (AUD $20\u201350), and the remaining balance is refunded. If the parcel has been delivered or is in transit, no refund is possible.<\/p><\/details>\n\n

How long does a refund take?<\/summary>

To Pickup balance: instant. To the original credit card: 3\u201310 business days, depending on the issuing bank. Claim payouts and refunds go through separate channels and may arrive at different times.<\/p><\/details>\n\n

If the recipient refuses delivery, do I get a refund?<\/summary>

Freight is not refunded. The carrier has already attempted delivery \u2014 service was rendered. If you request a return, return shipping is added on top. Confirm with the recipient before booking.<\/p><\/details>\n\n

What if I entered the wrong address?<\/summary>

Before the label is issued, edits are free. After issue, a re-address request may be possible for a fee. Once the parcel has shipped, any return caused by a wrong address is at the sender’s cost. Double-check before booking.<\/p><\/details>\n\n\n<\/div>\n\n<\/div>\n\n\n\n

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Didn’t find what you need? Email us<\/h2>\n\n\n

For booking, quoting and exceptions, email sales@ebaoguo.com. For billing, refunds and claims, email accounts@ebaoguo.com \u2014 we’ll get back to you quickly.<\/p>\n\n\n

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Email Us<\/a><\/div>\n\n\n
Ship Now<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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