Frequently Asked Questions

To assist with questions you may have, please select from the list of topics below to access our most commonly asked questions.

If you have any other enquiries or require additional information, please contact Star Track Express Customer Service on 13 2345.

Contact Information

New Customers

Pricing & Cost Estimates

Freight Tracking & Delivery Enquiries

Web Site Support

Employment

Proof of Delivery

Booking a Pickup

Technical Support


Contact Information

How do I contact Star Track Express?

You can contact Star Track Express by calling our 13 2345 national telephone number which will connect you with your nearest Star Track Express branch. To obtain the contact information of all Star Track Express branches and our IT Technical Support team, please follow the link Contact Star Track Express.

What hours are your customer service centres open?

Our customer service centre hours are from 8.00 am to 6.00 pm Monday to Friday in capital city centres and 8.00 am to 5.00 pm in regional branches. Should you have an enquiry outside these times, please feel free to access our on-line information via the web site 24 hours a day, seven days a week.

I would like a Star Track Express Representative to contact me.

To have a Star Track Express representative contact you, please call 13 2345 and we will be pleased to arrange this for you.

Can I log an enquiry with your customer service staff via the web?

No, you cannot log an enquiry with our customer service staff via the web. For enquiries regarding your delivery and any other matter, we prefer you to call our 13 2345 number and speak to our customer service staff where we can ensure a more personalised and efficient service. However, you can follow the menu links to Book Your Pickup, Track & Trace, Proof of Delivery and Cost Estimate which may answer your enquiry. Remember, to access secure information you will need to Register Online.

New Customers

How do I open an account?

To open an account with Star Track Express you will need to call 13 2345 and ask to speak with our sales staff who will be pleased to discuss your requirements.

How can I find out more about Star Track Express services?

To find out more about Star Track Express services please follow the link to Star Track Express Services or call 13 2345 and ask to speak to our sales staff.

How do I find out about Star Track Express prices?

Star Track Express welcomes all new customers to call their nearest Star Track Express branch by dialing 13 2345 and requesting to speak with our sales staff who will be pleased to discuss your requirements.

How do I find out about Star Track Express Terms and Conditions?

To find out about Star Track Express Terms and Conditions please follow this link. Terms and Conditions.

Does Star Track Express carry one-off consignments?

No. Star Track Express does not provide a one-off service for one time only customers.

Does Star Track Express carry personal belongings for private individuals?

No. Star Track Express does not carry personal effects or belongings for private individuals; we deal mainly with business to business consignments with regular sending, account holding customers.

Pricing & Cost Estimates

I would like to know the price on a consignment.

As an existing account customer with Star Track Express you can obtain information about the price of consignments. To access this information you are required to be a registered user. To register, please follow the link to Online Registration and we will process your registration as soon as possible. Once registered, you can access consignment costs by following the link to Cost Estimate from the above menu. You will need to have the consignment note numbers and your account number to access this information.

I would like to obtain a quote or rates for sending freight.

Star Track Express welcomes all new customers to call their nearest Star Track Express branch by dialing 13 2345 and requesting to speak with our sales staff who will be pleased to discuss your requirements. Existing account holding customers can access cost estimates for sending freight by using our Cost Estimate facility on the above menu. To access cost estimates you must have your account number and be a registered user. Follow the link to Register Online.

I am using the cubic calculator and it does not appear to be calculating.

We have found that sometimes you will need to press F5 on your keyboard as your screen may not be refreshing. If you are still having problems, please call our IT Helpdesk on 1800 028 361

I am using the Cost Estimate page and the location or suburb does not seem to exist.

When using the Cost Estimate facility you only need to enter the first three letters of the suburb or location. Our system will then display the locations for you to choose from and confirm the correct one.

Freight Tracking & Delivery Enquiries

How do I track my consignment?

To track your consignment you will need the consignment note number or your reference number. Follow the link to our Track & Trace facility from the menu above and simply enter your consignment note number or reference number then select submit. Consignment tracking will be displayed. Please note that freight tracking is in real time and is updating all of the time so regular checking is advisable. Freight tracking information of road express consignments should be accessed after 10.00 am to allow our operations staff and drivers time to scan and load the freight for delivery. Priority consignments however, will have tracking available from approximately 6.00 am daily.

Your web Track & Trace service says I do not have access to my consignment notes?

To track your consignments you must have access to all the relevant despatch IDs of your consignments. The despatch ID is the three letter alpha prefix at the beginning of your consignment note number, for example, ABC123456. When you register with Star Track Express Online Services you are given access to all nominated despatch IDs. To include additional despatch IDs just follow the link to Update Profile and you will be able to request access to the despatch IDs for these consignment notes.

How do I find out transit times for different locations?

To look up the Star Track Express transit times please follow the link to our Transit Times facility from the above menu. To obtain a transit time you will need to know the sending and receiving suburb, the despatch date and the service required.

How do I obtain a driver's estimated time of delivery?

To obtain an estimated time of arrival you will need to access our Track & Trace facility from the above menu to confirm freight has arrived into our delivery depot. Once this is confirmed we welcome you to call 13 2345 and speak with our customer services staff to obtain an estimated time of arrival. Please remember that there is no guaranteed time of delivery for road express consignments. Deliveries can be completed up until 5.00 pm on their due date.

I have not received my delivery, what should I do?

If you have confirmed that your delivery is overdue and you have checked our Track & Trace facility on the web, we suggest you call 13 2345 and speak with our customer services staff where we will be pleased to take your enquiry and investigate the matter for you.

At what stage can I track my delivery?

You can begin tracking your consignment once the freight has been picked up by our driver; however we recommend that you check the ETA Date on our Track & Trace facility to determine when the consignment is due for delivery. Depending on where the consignment is travelling from and to will determine when tracking first becomes available.

What do I do if I receive a driver's card in my letterbox?

Our driver will leave a card in your letterbox if you are not home at the time of delivery. You should call our customer services staff on 13 2345 to arrange a suitable time for re-delivery.

I would like to make changes to my delivery time.

Road express deliveries can be made at different times of the day up until 5.00 pm. This service does not guarantee a specific time for delivery, however if there is an urgent situation you are welcome to call our customer services staff on 13 2345 and we will endeavour to assist you. Our Star Track Courier Priority Express Delivery Service does guarantee delivery by 10.30 am and is guaranteed by 11.30 am to capital cities and most major ports on its due date, so for extra urgent consignments requiring early delivery we recommend using our Star Track Courier Priority Express Delivery Service.

I can't find any tracking of my consignment.

If you are having problems tracking your consignment please call 13 2345 and speak with our customer services staff who will gladly assist with the tracking of your consignment.

Can I re-direct my delivery to a different address?

Yes you can re-direct your delivery to a different address; however this will incur additional charges. Re-direction can only be in the same city or town and we will require notice at least one day prior to the due date of delivery. To arrange re-direction of a consignment please call 13 2345 and speak to our customer services staff to discuss your requirements.

I have access to track and trace but cannot track my consignment.

If you have access to track and trace but cannot track your consignment we suggest that you may not have access to the particular despatch ID you have entered. Your despatch ID is the three letter prefix at the beginning of your consignment note number e.g. ABC123456. To gain access to additional despatch IDs please follow the link to User Profile and complete the details. Your request will be processed as soon as possible, usuallyon the same day and confirmed back to you via email. If you wish to speak to our Web Administrator please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts.

Web Site Support

What services are available on the Star Track Express web site?

There are many online services available on our web site. Please click here for a summary of our Online Services. If you require any further information, we welcome you to call us on 13 2345.

How do I register to access the secure information on the web?

To access your secure information please follow the link to our Online Registration form. Your registration will be processed as soon as possible, usually on the same day. You will be notified of your secure user name and password via a confirmation email to the address nominated on your registration form.

Can I receive additional information about utilizing your web services?

Please view the services available on the above links or please call 13 2345 and ask one of our customer service staff to arrange a representative to call you and discuss in detail all available services for your particular needs.

My user name and password does not work.

If your user name and password does not work please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts and you will be connected with our Web Administrator.

I have forgotten my password.

If you have forgotten your password, please follow the link to Forgot Your Password and we will re-set it for you. If you need further assistance please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts and you will be connected with our Web Administrator.

I have forgotten my user name.

If you have forgotten your user name, please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts and you will be connected with our Web Administrator.

How do I change my password?

If you would like to change your password you will need to Login and then select the Change Password option from the left menu. If you need further assistance please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts and you will be connected with our Web Administrator.

I would like to access additional web services.

To gain access to additional web services please follow the link to User Profile and complete the details. Your request will be processed as soon as possible. You will be notified of your access to additional web services via a confirmation email to the address nominated on your registration form. If you wish to speak to our Web Administrator, please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts.

What is a Despatch ID?

Your despatch ID is the three letter prefix at the beginning of your consignment note number e.g. ABC123456. To access information and secure online services for your consignments you will need to have access to all relevant despatch IDs.

I would like to access additional despatch IDs.

To gain access to additional despatch IDs please follow the link to User Profile and complete the details. Your request will be processed as soon as possible. If you wish to speak to our Web Administrator, please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts.

I am trying to access the website and my computer is showing the following message “HTTP Error 404/404 Not Found”. What does this mean?

This is a standard Microsoft error message. It could mean one of a few things.

 
a.
The Star Track Express website is down – this is unlikely as our site has absolutely minimal down time and only on very rare occasions.
 
b.
Your internet connection might be down or there is a problem with your internet provider or proxy server. We suggest you press CTRL F5 on your keyboard to refresh your screen / connection.
 
c.
To ascertain if the problem is at your end or ours, we suggest you try logging onto other company’s websites and if you are not able to connect with others it is probable the problem is with your connection. If you can access other websites but not ours, please call our IT Helpdesk on 1800 028 361 for technical assistance.

 

How do I update my web user details?

To update your web user details please select Login from the Home Page and then follow the link to Update Details.

I cannot login to the secure section of the web site.

To login to the secure section of the web site you must be a registered user with a user name and password (to Register Online please follow the link). If you are already a registered user please check that you have entered the correct user name and password. If you are still unable to login please call 1800 028 361 and select option 2 Web Administration from the automated voice prompts to speak to our Web Administrator.

Your web site appears to be down, does this happen often?

No our web site very rarely has any down time. Please check your internet connection to ensure you are connected. We also suggest you try pressing CTRL F5 on your keyboard to refresh your screen and trying to log onto other websites to ascertain where the problem lies.

Employment

How do I enquire about job opportunities within Star Track Express?

Star Track Express welcomes enquiries in relation to job opportunities within our company. We do not however, provide information about jobs on our web site. To source information please call 13 2345, select option 0 for Reception from the automated voice prompts and our staff will direct your enquiry to the correct area.

Proof of Delivery

How do I obtain proof of delivery?

To obtain proof of delivery you will require the consignment note or reference number. You can then access the image by selecting Proof of Delivery from the above menu. To access proof of delivery you are required to be a registered user. If you are not registered please follow the Online Registration link to complete our online registration form. Registrations will be processed as soon as possible, usually same day and confirmed back to you via email. Once registered you can then access your proof of delivery images online.

Can I email the proof of delivery to another party and how is this done?

Yes, you can email the proof of delivery image to another party. Once you have retrieved the proof of delivery, simply select the email button and enter the recipient's email address.

Can I print the proof of delivery and how is this done?

Yes, you can print the proof of delivery by selecting the print button.

I have retrieved a proof of delivery, however there is no signature.

If the proof of delivery has no signature and the receiver claims they have not received the consignment, please call our customer service staff on 13 2345 who will be pleased to log an enquiry and investigate the matter for you.

I have retrieved a proof of delivery and discovered a sub docket, what is this?

On rare occasions, deliveries may be completed on a sub docket and this then becomes the proof of delivery. A sub docket is a substitute docket used when the original consignment note cannot be accessed. Substitute dockets are raised based on the information provided by the sender of the original consignment.

I cannot retrieve a proof of delivery online, what should I do?

If you cannot retrieve a proof of delivery on line please call our customer service staff on 13 2345 who will be pleased to provide assistance with your enquiry.

My menu does not have Proof of Delivery available for use.

To access Proof of Delivery you need to be a registered user. To Register Online just follow the link. Your registration will be processed as soon as possible, usually on the same day and confirmed back to you via email. If you are not logged in you will not see the Proof of Delivery Option. You need to make sure you are logged in to have access to Proof of Delivery. Please follow the link to Login.

Booking a Pickup

How do I book a pickup?

You can book a pickup with Star Track Express via our web site or by calling 13 2345 to be connected with our customer service staff. To book your pickup online please login, select Pickup Booking from the left menu and complete the pickup booking form. Please be advised that you must have an account number to book a pickup with Star Track Express.

Do I need to be registered to be able to book a pickup on the web?

Yes, you are required to be a registered web site user to be able to book a pickup. This is very easy to set up. Please follow the Online Registration link and we will process your registration as soon as possible.

Do I need an account number to book a pickup?

Yes, to book a pickup you do require an account number. For security reasons and to ensure correct billing you are required to provide an account number. If you are a new customer and you do not have an account number please call 13 2345 and ask for our sales staff who will gladly discuss the opening of an account with you.

I have received an email from webcustomerservice@startrackexpress.com.au advising that my pickup has been cancelled, what should I do?

The email received should have the reason the pickup was cancelled noted. If this is not clear please call 13 2345 and speak to our Pickup Booking staff to discuss the matter and re-book the pickup.

I have entered my pickup details but it will not let me submit the pickup?

Please ensure that you have used a colon when entering in the Time Ready. For example, you must enter 14:00 and not 1400.

Technical Support

I am experiencing technical problems using the web site.

Please call our IT Helpdesk on 1800 028 361 and our technical team will be pleased to assist you.

I am having problems downloading my despatch data.

Please call our IT Helpdesk on 1800 028 361 and our technical team will be pleased to assist you.

I have downloaded my despatch data (or printed my despatch summary if using the web) and realised I need to cancel a consignment which we have decided not to send.

You cannot cancel a consignment once your data has been downloaded or you have printed your despatch summary, however if you call our customer service staff on 13 2345 we will discuss your requirements with you and take appropriate action to resolve the situation.

I have downloaded my despatch data (or printed my despatch summary if using the web) and realised I need to cancel one of the labels as we have not despatched all items.

You cannot cancel a label once your data has been downloaded or you have printed your despatch summary, however if you call our customer service staff on 13 2345 we will discuss your requirements with you and take appropriate action to resolve the situation.

I have made a mistake on a consignment note. Can I edit it?

No, you cannot edit a consignment note when despatching via the web. You must delete it and then re-enter it again.

I am using the web and I cannot print my Despatch Summary.

At 5.00 pm EST (or 2.00 pm Perth time) every day, all consignment note data is transferred. Please select Reprint Summary from the Web Despatch sub menu to print your despatch summary.

I am using the web and my labels are printing over two pages.

To stop the labels printing over two pages you must delete the header and footer from Page Set-up or change the font or text size to medium in your web browser.

I am trying to enter a Location and it does not seem to exist.

When entering in a location you only need to type in the first three letters. The system will then return all locations from which you can then select and confirm.

I am using the cubic calculator and it does not appear to be calculating.

We have found that sometimes you will need to press CTRL F5 on your keyboard as your screen may not be refreshing. If you are still having problems please call our IT Helpdesk on 1800 028 361.

I am trying to access the website and my computer is showing the following message “HTTP Error 404/404 Not Found”. What does this mean?

This is a standard Microsoft error message. It could mean one of a few things.

 
a.
The Star Track Express website is down – this is unlikely as our site has absolutely minimal down time and only on very rare occasions.
 
b.
Your internet connection might be down or there is a problem with your internet provider or proxy server. We suggest you press CTRL F5 on your keyboard to refresh your screen / connection.
 
c.
To ascertain if the problem is at your end or ours, we suggest you try logging onto other company’s websites and if you are not able to connect with others it is probable the problem is with your connection. If you can access other websites but not ours, please call our IT Helpdesk on 1800 028 361 for technical assistance.

.

.