Carriers can still charge you extra fees even after the delivery of your item/s. This can be due to several reasons including, underdeclared dimensions and weight, inappropriate packaging, waiting time during the pickup or delivery, failed attempt of pickup and delivery, etc.

Here is the list of guidelines on how you can dispute the extra fees:

• Dimensions Discrepancy - Extra fee due to underdeclared or incorrect dimensions and weight supplied when booking.
  How to dispute?
  Please provide any proof/photographs listed below:
  • Detailed description of product/s also known as a Product List/ Job Card (showing weights and dimensions)
  • Purchase order (showing weights and dimensions)
  • Copy of a catalogue page (showing weights and dimensions)
  • A screenshot of a website that shows the product/s being sent (showing weights and dimensions)
  • Photographs of the freight against a measuring tool (e.g. tape measure, showing weights and dimensions)All of the above will need to be accompanied by a description of how the freight was packed (e.g. on a pallet, wooden crate, or satchel).
    
    
• Manual Handling Fee - An extra fee you can be charged when your packaging is insufficient, incorrectly declared packaging or item type, or items that are fragile, liquids, rolls, etc. where a person has to take extra steps to complete the delivery.

  How to dispute?

  Please provide proof/photos of dimensions/weights showing the L x W x H and how it was packaged.
  
  

• Hand Load/Unload - This applies when the driver needs additional loading/unloading assistance as there's no loading/unloading equipment available.

  How to dispute? 

  If you believe the charge is incorrect then please send us proof e.g. CCTV footage or CCTV screen capture that the freight was loaded/unloaded using your loading/unloading equipment.
  
  

• Waiting time or Demurrage Fee - The carrier may, in its discretion, charge for waiting time in respect of any delay of more than 15 minutes in either loading or unloading of the Goods or after the original time slot. 

  How to dispute?

  If you think there is no waiting time, please let us know and send us your timestamp or any proof so we can help you with the dispute.
  
  

• Futile Fee - This fee applies when the driver attempts to pick up or deliver but unsuccessful due to the sender/receiver being closed or the item to be picked up is not yet ready.

  How to dispute?

  Send us your timestamp or any proof e.g. CCTV footage or CCTV screen capture showing the driver never arrived during the first failed attempt to pick up or deliver.
  
  

• Re-delivery Fee - This fee applies when the carrier arrives and attempts delivery, and no one is available to receive the goods.

  How to dispute?

  Send us your timestamp or any proof e.g. CCTV footage or CCTV screen capture showing the driver never arrived during the first failed attempt to deliver.
  
  

• Tail lift Fee - This fee applies when the sender or receiver do not have their loading or unloading equipment e.g. Forklift and the driver needed to tail lifted the items to load or unload.

  How to dispute?

  Please send us proof e.g. CCTV footage or CCTV screen capture that the freight was loaded/unloaded using your loading/unloading equipment.