If your parcel has been redirected to a HUBBED collection point, it is important to collect it within the required timeframe and follow the collection requirements provided by HUBBED.

This article explains what to do if you're collecting the parcel yourself, arranging for someone else to collect it, or need to make a claim.

📦 Collecting Your Own Parcel

If you're collecting the parcel yourself, check your Delivery Confirmation Notice for the collection timeframe and any collection instructions.

Make sure you collect your parcel within the timeframe stated in the notice.

⚠️ Important: Parcels that are not collected within the required timeframe may not be eligible for compensation.

We recommend bringing all collection information and identification specified in your notification when visiting the HUBBED location.

👤 Can Someone Else Collect My Parcel?

If you're unable to collect the parcel yourself, you may be able to nominate another person to collect it on your behalf.

However, collection requirements may vary between HUBBED locations.

Before sending someone to collect your parcel, we recommend contacting the specific HUBBED Parcelpoint where your parcel is being held to confirm whether third-party collection is permitted and what documents are required.

What May Be Required?

Where third-party collection is permitted, your nominated representative may be asked to provide:

• 🔢 HUBBED Parcel ID Code
• 🔐 Digital Collection PIN sent to you
• 🪪 Their own valid government-issued photo ID, such as a driver's licence or passport
• 📝 A signed authorisation letter from you confirming that they have permission to collect the parcel

Important: Individual HUBBED locations may have different collection requirements. Always contact the specific Parcelpoint before arranging for another person to collect your parcel.

💰 HUBBED Claims & Compensation

For standard consumer or drop-off claims, you should submit your claim as soon as possible.

Claims must be submitted:

• In writing
• Within 30 days of the original drop-off or expected delivery date

You may also be required to provide:

• Proof that the parcel was delivered or dropped off at the collection point
• Evidence confirming the value of the contents inside the parcel

HUBBED may, at its discretion, provide compensation up to:

The value of the parcel contents or AUD $100 per parcel, whichever is lower.

Compensation is subject to HUBBED's applicable terms and is not guaranteed.

🚫 When Might a Claim Not Be Accepted?

There are certain circumstances where a claim may be excluded.

⏰ Parcel Not Collected in Time

A claim may not be accepted if the parcel was not collected within the timeframe specified in your Delivery Confirmation Notice.

🚫 Prohibited Items

Claims may be excluded if the parcel contains prohibited items, such as:

• Cash
• Jewellery
• Luxury goods
• Liquids
• Perishable items
• Dangerous materials

🚚 Parcel Lost or Damaged Before Reaching HUBBED

If your parcel was lost or damaged before it reached the HUBBED collection point, responsibility may generally rest with the relevant courier or original retailer, rather than HUBBED.

In this situation, contact the retailer you purchased from for further assistance.

🔎 What If HUBBED Cannot Find My Parcel?

If you visit the HUBBED location within the required timeframe but staff cannot locate your parcel:

1. Confirm that you are at the correct HUBBED location.
2. Provide the Parcel ID and collection information you received.
3. Ask the HUBBED staff to check for the parcel.
4. Keep a record of your collection attempt.
5. Contact your retailer or sender if the parcel still cannot be located.

Where required, you can also contact HUBBED regarding the missing parcel and applicable claims process.

✅ Quick Reference

📞 Need More Information?

HUBBED collection procedures and individual Parcelpoint requirements may vary.

For the most up-to-date information:

• Contact the specific HUBBED location where your parcel is being held, or
• Review the HUBBED Terms & Conditions

📌 Key Reminder

Don't wait until the collection period expires if you're having difficulty collecting your parcel. Contact the HUBBED location or your retailer promptly, and confirm the requirements before arranging for someone else to collect the parcel on your behalf.