What access does the delivery driver need?

What a standard delivery includes

• One driver, delivering to the kerb or the ground-floor entrance.
• Unloading from the truck — not carrying goods into or through the property.
• A delivery window on a nominated day, not a fixed time.

Tell us before delivery if

• The property is above ground level, or the lift will not take a 2m item.
• The street is narrow, one-way, permit-only or has low branches or wires.
• The driveway is steep, unsealed or shared.
• The site is a building site with restricted hours or an induction requirement.
• You need the goods delivered inside a garage rather than at the kerb.

None of these prevent delivery. They change which vehicle and how many people we send, which is why we need to know before the run is booked rather than on the day.

If nobody can be there

Authority to leave can be given in writing, but the goods then travel at your risk and transit-damage claims become very difficult to substantiate. For anything fragile or expensive we recommend against it.

A failed delivery where nobody is on site attracts a redelivery charge of $35 for small items and $165 for palletised goods, because the freight run has already been paid for. The same fee applies to an address change after dispatch.