Shipping & Delivery Policy

Express First Logistics Pty Ltd provides comprehensive freight forwarding, warehousing, and delivery services across Australia and select international destinations. Our mission is to ensure your goods are transported safely, efficiently, and in accordance with all applicable regulations. We leverage an extensive network of carrier partners and logistics infrastructure to offer reliable solutions tailored to both commercial and individual shipping needs.

This Shipping & Delivery Policy outlines the terms and conditions governing the transportation of goods arranged through Express First Logistics. By engaging our services, you acknowledge and agree to the provisions set out in this policy, which should be read in conjunction with our Terms of Service and any specific service agreements entered into between you and our organisation.

We reserve the right to update this policy from time to time to reflect changes in our operations, regulatory requirements, or industry best practices. The most current version will always be available on our website, and we encourage clients to review it periodically.

Express First Logistics operates across a broad domestic and international network, enabling us to service a wide range of origins and destinations. Our coverage is continually expanding to meet the growing demands of Australian businesses and their global trade partners.

Domestic Services: We provide freight and delivery services to all Australian states and territories, including New South Wales, Victoria, Queensland, South Australia, Western Australia, Tasmania, the Northern Territory, and the Australian Capital Territory. Our network covers all capital cities as well as major regional centres. Delivery to remote and rural areas is available, though transit times and surcharges may vary depending on accessibility and distance from primary distribution hubs.

International Services: Our international logistics capabilities are centred on the China–Australia trade corridor, where we offer end-to-end freight forwarding by sea and air. We also service select global markets across the Asia-Pacific region, North America, and Europe. International service availability is subject to carrier schedules, customs regulations, and destination country requirements. Please contact our team to confirm coverage for your specific international shipping needs.

Transit times for domestic shipments vary depending on the origin and destination, the service level selected, and the nature of the goods being transported. Standard interstate freight typically takes between two and seven business days for capital city to capital city routes, while regional and remote deliveries may require additional time. Express and time-critical services are available for shipments requiring faster turnaround.

International transit times depend on the shipping method chosen (air freight or sea freight), customs clearance procedures at both origin and destination, and the final delivery location. Air freight from China to Australia generally ranges from three to ten business days, whereas sea freight may take two to six weeks depending on the port of origin and routing.

All transit time estimates provided by Express First Logistics are indicative only and are not guaranteed unless expressly stated in a written service agreement. Delays may occur due to circumstances beyond our reasonable control, including but not limited to adverse weather conditions, natural disasters, industrial action, customs inspections, port congestion, carrier delays, public holidays, and government-imposed restrictions. We will make reasonable efforts to notify clients of significant delays as soon as practicable.

Express First Logistics provides real-time tracking capabilities for most domestic shipments, allowing you to monitor the progress of your goods from dispatch through to delivery. Tracking information is updated at key milestones throughout the transportation process, including pickup, departure from origin depot, arrival at destination depot, and final delivery.

Upon dispatch, you will receive tracking details via email or through your account portal, including a unique consignment number and a link to our tracking platform. For international shipments, tracking availability may vary depending on the carrier and the destination country; however, we endeavour to provide visibility at all major checkpoints.

If you experience any issues accessing tracking information or if your shipment status has not been updated within the expected timeframe, please contact our customer service team for assistance. We recommend retaining your consignment number and all shipping documentation until delivery has been confirmed and any applicable claims periods have expired.

It is the sender's responsibility to ensure that all goods are adequately packed, secured, and labelled prior to collection or drop-off. Proper packaging is essential to protect your goods during transit and to ensure the safety of our personnel and other consignments. Packaging should be appropriate for the nature, weight, and fragility of the items being shipped.

General packaging requirements include:

• All items must be enclosed in sturdy, commercially suitable packaging materials capable of withstanding normal handling during transit.
• Fragile items must be individually wrapped with adequate cushioning material and clearly marked as “Fragile” on all sides of the outer packaging.
• Liquids must be sealed in leak-proof containers and packed with absorbent material to prevent spillage.
• Each package must display a clear, legible shipping label with the full recipient name, delivery address, and contact telephone number.
• Palletised freight must be securely shrink-wrapped and strapped, with goods not exceeding the pallet edge.

Express First Logistics reserves the right to refuse collection or carriage of any goods that are, in our reasonable opinion, inadequately or improperly packaged. We shall not be held liable for any loss of or damage to goods resulting from insufficient or defective packaging provided by the sender. If you require guidance on packaging standards or need assistance with specialist packing solutions, our team is available to advise.

Express First Logistics takes all reasonable care in the handling and transportation of your goods. We work closely with our carrier partners to maintain high standards of service and to minimise the risk of loss or damage during transit. Nonetheless, incidents can occasionally occur, and we have established a clear claims process to address such situations promptly and fairly.

In the event that goods are lost or damaged during transit, you must notify Express First Logistics in writing within seven (7) calendar days of the delivery date (or, in the case of non-delivery, within seven days of the expected delivery date). Claims submitted outside this period may not be accepted. All claims must include the consignment number, a detailed description of the loss or damage, photographic evidence where applicable, and supporting documentation such as the original invoice or proof of value.

Our liability for loss or damage is limited in accordance with our Terms of Service and applicable provisions of Australian law, including the Australian Consumer Law where relevant. Unless a higher level of cover has been agreed to in writing, liability is typically limited to a specified amount per kilogram of the affected goods or per consignment, whichever is the lesser. We strongly recommend that clients arrange appropriate freight insurance, particularly for high-value, fragile, or irreplaceable goods. Our team can assist with obtaining competitive insurance quotations upon request.

Express First Logistics shall not be liable for any loss, damage, or delay caused by circumstances beyond our reasonable control, including force majeure events, acts of government authorities, or inherent defects in the goods themselves.

For international shipments, all import duties, taxes, tariffs, and any other fees or charges imposed by customs authorities or government agencies at the destination country are the sole responsibility of the receiver (consignee), unless otherwise agreed in writing between the parties prior to dispatch. These charges are determined by the customs authorities of the importing country and are beyond the control of Express First Logistics.

Express First Logistics can assist with the preparation of customs documentation, including commercial invoices, packing lists, certificates of origin, and other regulatory paperwork required for international trade compliance. We work with licensed customs brokers to facilitate smooth clearance of your goods through Australian and international customs. However, we do not guarantee that any shipment will clear customs without delay or additional inspection, as these matters are at the sole discretion of the relevant authorities.

Clients are responsible for ensuring that all goods shipped internationally comply with the export laws of Australia and the import laws of the destination country. This includes obtaining any necessary permits, licences, or authorisations. Failure to provide accurate and complete customs declarations may result in delays, seizure of goods, fines, or other penalties, for which Express First Logistics accepts no liability. We encourage clients to seek professional advice regarding their customs and trade compliance obligations.

Express First Logistics is unable to transport certain categories of goods that are classified as restricted or prohibited under Australian law, international regulations, or carrier policies. It is the sender's responsibility to ensure that all goods tendered for shipment comply with applicable laws and do not fall within prohibited categories.

The following items are generally prohibited or restricted from carriage:

• Dangerous goods as defined under the Australian Dangerous Goods Code and IATA/IMDG regulations, unless specifically authorised and properly declared.
• Explosives, firearms, ammunition, and weapons of any kind.
• Illegal substances, narcotics, and controlled drugs.
• Flammable liquids, gases, and solids not approved for transport.
• Radioactive materials and biohazardous substances.
• Counterfeit goods and items that infringe intellectual property rights.
• Live animals, unless subject to a specific prior arrangement and compliance with all relevant animal welfare and quarantine requirements.
• Perishable goods, which may be accepted only with prior arrangement and subject to special conditions regarding packaging, temperature control, and transit time guarantees.

Express First Logistics reserves the right to inspect, refuse, or return any shipment that is found to contain prohibited or undeclared restricted items. The sender shall be liable for any fines, penalties, costs, or damages arising from the shipment of prohibited or restricted goods. For a comprehensive list of restricted items or to discuss the transport of specialised goods, please contact our operations team prior to booking.

If you have any questions about our Shipping & Delivery Policy, require a shipping quote, or need assistance with an existing consignment, our team is here to help. We are committed to providing transparent, responsive support for all your freight and logistics enquiries.

You can reach our shipping and logistics team through the following channels:

• Email: shipping@expressfirstlogistics.com.au
• Phone: 1300 EXPRESS (1300 397 737)
• Business Hours: Monday to Friday, 8:00 AM – 6:00 PM AEST

For urgent matters outside of business hours, please email us and a member of our team will respond at the earliest opportunity on the next business day. We aim to acknowledge all shipping enquiries within one business day and to resolve any issues as promptly as possible.