Frequently asked questions
Does Toll deliver to PO boxes?
We are unable to deliver to a post office box. Please provide a business or residential address for delivery.
How do I book a collection? Do I need to register first?

You can book and pay for individual collections online at any time without needing to register. However, you may wish to register for a MyToll account if you send shipments frequently.

If you need help deciding which solution is best for your business, please contact us.

What types of services does Toll provide?
We provide a wide range of transportation and logistics services all around the world. For additional information, please visit our homepage.
What if I do not have access to a printer? Can I still use Toll’s services?
Yes. You can drop off your package at a Toll Collection Point or at a Hubbed drop-off point that offers printing. When you are making your booking online, you will be able to see which locations offer printing.
What is a HUBBED drop-off location?
A nationwide network of drop-off location, which includes retail stores, service stations, newsagencies, and pharmacies, many of which are open 24 hours a day, seven days a week.
Are there limitations on the types of parcels I can drop off at HUBBED drop-off locations?
Yes, any parcel up to 10 kg and satchels up to 5 kg can be dropped off at HUBBED drop-off locations. Furthermore, the longest side of every parcel cannot exceed 96cm. You can drop off shipments weighing more than 10 kg, along with your documents, at a Toll depot location.
How do I know my credit card information will be secure when sent over the internet?
Toll uses HTTPS, an internet standard communication protocol that encrypts your credit or debit card information using Secure Socket Layer (SSL) and advanced fingerprinting technology, an industry-standard encryption method.
How do I change or cancel a booking request?
To amend or cancel your booking, please call one of the numbers below, depending on the service you selected:
The online tool says my address is not valid. How do I make a booking?
Our online tools verify the address you enter against a database. Please verify the postcode and address entered are correct. If required, you can manually enter the address; however, please ensure you complete all mandatory fields accurately. Incorrect details may cause transit delays.
What time will my shipment be collected?
The majority of shipments will be picked up on the same day if they are scheduled before 12:30 p.m. Shipments that are scheduled after 12:30 p.m. will be picked up the next day. Collections may take place the next business day in some rural locations.
Can I send to regional areas within Australia?
Yes, you can send to regional areas.
How are the costs calculated?
Your cost is determined on the quantity of items, weight, volume, origin-destination, and service type you choose.
Where can I find prices for your services?
Quotes are available via our online booking platform.
My parcel pickup was missed, can I rearrange pickup?
No. If the driver has attempted pickup and you were unavailable, you will not be able to rearrange a pickup. Please proceed to a Toll depot to drop off your items.
How far in advance can I book a parcel drop-off?
Up to two weeks in advance.
Are there any items I cannot send through Toll? What types of goods are prohibited?

Toll provides business-to-business, business-to-customer and customer-to-customer delivery service for business mail, documents, parcels, and pallets. Dangerous goods, hazardous materials, livestock, and perishables are exempt from this service.

The following list of items are restricted within Toll network:

  • Hazardous or dangerous goods such as sprays and aerosols, batteries, paints, perfumes, alcohol, and other flammable substances.
  • Radioactive material.
  • Livestock, bloodstock and living creatures.
  • Precious metals, stones or jewellery, watches.
  • Antiques and objects of art
  • Personal documents, money or valuable paper, certificates, passports
  • Tobacco, cigarettes and spirits
  • Firearms and other weapons and ammunition
  • Perishable goods carried in a cargo space controlled by mechanical equipment
  • Furniture (unless in flat packs)
What are the maximum weight and size limits for a parcel?
Restrictions on weight and size vary based on the service. Any parcel weighing more than 30 kg or measuring more than 1.2m (L) x 0.8m (W) x 0.6m (H) will be unable to be sorted by the sorter system.
What packaging should I use for my parcel?
You have the option of using your own packaging (satchels and boxes purchased from local office supply stores) or purchasing Toll satchels at Toll Collection Points and select Hubbed locations.
How to print and place my labels?

If you are recycling a carton or satchel, please remove any existing labels. Never apply a new label over an existing one. If feasible, print the labels that came with your reservation on self-adhesive paper. If you don't have any, use plain paper and keep it in a document pouch (printed side facing out). Make sure the printed label or document pouch is totally flat and visible on the top surface of the carton/satchel or the side of the pallet.

After taping/wrapping the carton/satchel/pallet, always affix labels so they are not concealed. Wrapping your labels over or obscuring them in any manner is not a good idea. Our scanners may not be able to read the barcode even if you can see it through the plastic wrapping.

Does Toll provide packaging?
Yes. At Toll Collection Points and Hubbed sites, satchels (1kg, 3kg, and 5kg) are available for purchase.
What documents are needed to accompany my shipment?
A shipment/consignment note, and package labels are required for all shipments. Both of these documents are generated automatically when you book online and may be downloaded using the link sent to the email address you provided during the booking process.
What is a shipment/consignment note?
A shipment/consignment note is an important document that must be included with your shipment. It contains all relevant information, such as the origin and destination addresses, service type, account number (for registered users), and other vital information, to ensure that your shipment is handled quickly and professionally. When you book online, this document will be generated automatically.
Will my parcel be opened for inspection?
The driver who picks up your package will not inspect it. However, your shipment will be subjected to security screening (through x-ray) to ensure that the content is appropriate for transportation via the Toll network. Please be aware that government agencies (such as Australian Border Force, Australia Federal Police, or ASIO) may open any package while it is being transported by Toll, and Toll has no control over these requests.
What are Toll’s full Terms and Conditions?
Please view our Term and Conditions
Is my shipment covered by Extended Warranty?
No. Our standard liability for any loss or damage is outlined within our Term and Conditions
Can I track my shipment?
Yes. You can track your shipment's progress on the MyToll Track and Trace website using your shipment/consignment number.
What do I do when I cannot view any tracking updates and I still haven’t received my shipment?
Please allow up to 24 hours from pickup for the scans to be updated in our system. If you are still unable to see any tracking details, please contact us
How long will my shipment stay at a Toll depot?
Your shipment will be held for up to 7 days at a Toll depot.
Can I rearrange a delivery of my shipment?
No. If the driver attempted delivery but you were unavailable, your freight will be delivered to the Toll depot closest to you and stored for up to a week. Please call us to change your delivery date and instructions if your shipment has not yet been delivered.
What should I do if my consignment is lost?
Please refer to our Term and Conditions
What should I do if my consignment is damaged?
Please refer to our Term and Conditions