FREQUENTLY ASKED QUESTIONS.
Below you’ll find answers to the most common questions about PARCELPOINT, our services, and how HUBBED works. Can’t find what you need? Contact us directly.
GENERAL QUESTIONS.
What is PARCELPOINT and how does it work?
PARCELPOINT is Australia’s largest out-of-home parcel network — over 2,000 pickup and drop-off locations inside everyday retail stores across the country, where customers can collect, return and send parcels. Available at checkout from global marketplaces to local retailers including Amazon, eBay and THE ICONIC, it’s a flexible infrastructure layer that integrates directly into existing logistics and ecommerce operations.
Where can I find my nearest PARCELPOINT location?
Head to our Find a PARCELPOINT page and pop in your suburb or postcode. Chances are there’s a few already on your way, over 2,000 locations nationwide and growing every day.
Which carriers and retailers does PARCELPOINT work with?
PARCELPOINT is carrier-agnostic — we receive, hold and manage parcels at our locations from a wide range of carriers, including Australia Post, CouriersPlease, Aramex, Courio, DHL Express, UPS and Team Global Express.
On the retail side, PARCELPOINT is available at checkout with a range of retailers and marketplaces, including Amazon, eBay and THE ICONIC. Availability depends on the retailer and the delivery or returns option you select.
Is there a cost to use PARCELPOINT?
The cost of PARCELPOINT is typically built into your retailer’s delivery or return charge, so in most cases there’s nothing extra to pay. Any fees that do apply depend on your retailer or carrier.
What's the difference between PARCELPOINT and HUBBED?
PARCELPOINT is the network you know and use — the friendly local shops where you collect, send and return parcels. HUBBED is the technology company powering it all behind the scenes. Think of PARCELPOINT as the face, and HUBBED as the engine.
COLLECTIONS & PICK UP.
How Click & Collect and Missed Delivery collection work across the network.
How does Click & Collect work?
At checkout with a participating retailer, choose a PARCELPOINT location as your delivery address. Your parcel is sent there instead of your home, and when it arrives you’ll get a notification with a collection code. Bring the code in and collect at a time that suits you.
Why was my parcel sent to a PARCELPOINT location?
Most major carriers trust PARCELPOINT to look after their customers’ parcels when deliveries don’t go to plan, which is why your parcel ended up with us. It’s safe, staffed, and ready when you are. Just walk in with your collection code and an ID.
How long will my parcel be held at a PARCELPOINT?
Up to 7 days. You’ll get a notification when your parcel is ready for collection, and a reminder before the deadline, so you’ll have plenty of notice to pick it up on time.
Do I need to bring ID to collect my parcel?
Yes, your collection code (via SMS or email) and photo ID. Driver’s licence, passport, or government-issued ID all work.
RETURNS.
How to return items through the PARCELPOINT network, including Doorstep Returns.
How do I return a parcel through PARCELPOINT?
Start your return through your retailer’s website and you’ll get a return label. Pack your item, bring it to your nearest PARCELPOINT location, and hand it over. It’s scanned in on the spot and tracking starts immediately.
Why should I choose PARCELPOINT for my returns?
Because it’s already on your way. PARCELPOINT locations are open late, 7 days a week — no queues, no disruption to your day. Done in seconds.
Can I use PARCELPOINT for returns from any retailer?
PARCELPOINT returns are available through participating retailers. If your retailer offers it, you’ll see it as an option during their returns process. Don’t see it yet? Nominate your retailer here and we’ll reach out to them directly.
How do I track my return?
Once your parcel is scanned at a PARCELPOINT location, you’ll get tracking updates via SMS or email. You can also track using your return label number through the PARCELPOINT tracking portal or your carrier’s system.
working with PARCELPOINT.
For retailers, carriers, platforms and stores looking to connect with the PARCELPOINT network.
How do I add PARCELPOINT to my ecommerce platform, to my business?
If you’re on aggregators (ShipStation, Aftership), connect via api, use our custom portal get in touch.
Do I need to replace my current setup to use PARCELPOINT?
Not at all. PARCELPOINT plugs into what you already have — whether that’s your existing portal, a carrier, or an aggregator. No overhaul. No lock-in. Just one addition that gives your customers a better experience from day one.
Can I become a PARCELPOINT location?
Yes and we’d love to have you. Partner locations benefit from increased foot traffic and an additional revenue stream. Being part of the PARCELPOINT network means becoming a trusted touchpoint in your community — a place people rely on, visit regularly, and recommend to others. Register your interest and our network team will follow up.
How do I get in touch about a business partnership?
Head to our Contact Us page and give us a brief summary of your business and what you’re looking to achieve. Our team will get back to you within one business day. We keep it simple — just like everything else we do.
WE'RE HAPPY TO HELP.
If you couldn’t find the answer you were looking for, reach out directly. Our team responds within 1 business day.