How pickups work

Your first pickup with a courier driver can be a little like a first date, you need to get to know each other and understand how each of you operate.

Over the course of the next few days and weeks, things might pop up that need ironing out in order to keep things on track but with some patience and constructive communication, this will ensure things keep moving forward positively.

Booking your pickup

Once an order is booked on Shippit we'll automatically send the manifest and necessary pickup information to the carrier so you don’t need to do anything else. The carrier will then upload your booking data and allocate a pickup driver where required.

This process will happen for each booking or manifest made on Shippit unless we have disabled sending pickup callouts to the carrier which should only happen if you have a previously arranged pickup agreement in place instead.

Preparing your goods for pickup

Make sure everything is packaged securely to avoid damage and if multiple items are booked on the one order, don’t tape individual cartons together as this will result in a mis-declaration of goods and future additional charges. See our packaging guidelines for more info.
Print off and prepare your shipping labels and documents. Ensure labels are visible to the driver and nothing covers the barcodes. International shipments or dangerous goods will have other documents you need to have ready for the driver.
Ensure goods are ready within 1 hour of manifesting and booking on Shippit. Unless a pickup time is already agreed to with the driver, they can turn up quickly and you may be hit with a futile fee if goods are not ready on time.

Pickup cut-off times

Service Level	Pickup Time
Standard	If you manifest before 11am, you might receive a collection on the same day however collection normally occurs within 1 business day. During peak times and when networks are under pressure, adhoc collections (non-scheduled) can take 2-3 business days. Specific pickup times cannot be booked as it will always depend on the driver's run for the day however they normally collect around the same time. Drivers also normally do collections later in the day, even up until 5 or 6pm so please don't panic if you havent received a collection right away. If your closing hours are earlier than this please let us know so that we can try to arrange something with the carrier or offer an alternative where possible. If you have time critical dellveries or pickup requirements, you're best to book express or priority carriers, not standard.
Express	Express & overnight carriers collect a lot quicker than standard carriers so you can normally expect a pickup within a few hours of booking on Shippit.
Priority & On Demand	On Demand: On Demand orders need to be ready for the driver within 30 minutes from booking so the driver can meet the 3 hour delivery expectation If the driver shows and goods are not ready, you will receive a futile fee and required to rebook collection. Priority Same Day: Depending on the hours of configuration enabled in your settings, these orders can request deliveries up until 10pm however, the driver could collect any time throughout the day It's essential to have these orders ready within 30minutes of booking aswell to avoid any futile fees and the need to rebook collection. Priority Timeslot bookings: You can normally expect collection within 2 hours of booking however can collect closer to the end of the delivery window (if a later time or next day time slot is selected). Check out our Same Day Shipping & On Demand Shipping guides for more info.
BYO Account	You’ll need to agree on a pickup or drop-off schedule with the carrier directly.

Rebooking a pickup

It’s not necessary to rebook a pickup if you receive regular pickups and a package has been missed as the driver will simply collect it the next time.

If you have a delayed pickup or a Pickup Failed status, please contact Shippit support who will reach out to the carrier for you.

Arranging regular pickups

If you have high shipping volumes we can arrange regular pickups with the carrier for you. Please contact your Shippit representative or Support to arrange this for you.
Once you have regular pickups booked there is no need to contact Shippit support unless you're experiencing issues with the arrangement in which case please reach out for our help.

Cancelling a pickup

Priority & On Demand orders must be cancelled by Shippit, please contact support via phone, Livechat, or email.

Standard and Express orders can be cancelled from within Shippit, see below.

Simply navigate to the TRACK page within the Shippit App and search the order.
Select Cancel Delivery and we'll send the carrier a notification to cancel the pickup.
Note: if the driver has already attempted collection, a futile fee may apply.

Sending palletised freight

If you plan on palletising freight you can continue to book or sync orders individually through the Shippit platform but you will need us to set up an agreement with the carrier before you can start shipping. Remember, only certain carriers accept palletised freight!

Check out our Shipping Bulky Freight Guide & reach out to a Shippit Representative to help set you up correctly.

Dangerous goods

Some carriers are able to transport some types of dangerous goods, in limited quantities for pre-approved customers only.

Please have a read of our DG Guide to understand which carriers will accept the goods you’re shipping.

What if things aren't going as expected?

If the agreed arrangement isn't going to plan or your circumstances change, it's important to let us know so we can understand what's going on and how we can help things improve.

You can start with reaching out to our support team initially as they're fully equipped to rebook pickups and offer alternative pickup solutions where needed.

If this still doesn't help, our Support team will escalate your issue to our Carrier Operations Team who will help manage the relationship with the carrier on your behalf in order to get things back on track!