Help CenterWhen a delivery to your home or business address cannot be completed — for example, if no one is available or access to the property isn't possible — your parcel may be redirected to a HUBBED collection point, such as a convenience store or newsagency.
If you cannot collect your parcel from the HUBBED location due to an ID issue, distance, store error, or another problem, follow the steps below.
📝 Step 1 – Contact the Retailer (Sender) Directly
Contact the retailer or company you originally ordered from.
When contacting them, provide:
- Your Order Number (not your GoPeople Job Number)
- Your name and delivery details
- A clear explanation of why you cannot collect the parcel
For example:
- Your ID does not match the name on the parcel
- The HUBBED location is too far away
- The store cannot locate your parcel
- You are unable to personally attend the collection point
The retailer can advise you about the next steps available for your order, such as resending the parcel or providing an alternative collection option.
🔔 Important: GoPeople cannot redirect the parcel, extend the holding period, or change the collection instructions once the parcel is at a HUBBED location. For changes to your order or delivery arrangements, you will need to contact the retailer.
👤 Can't Collect It Yourself? Someone Else May Be Able to Collect It
If you are unable to personally attend the HUBBED location, you may be able to nominate another person to collect a Click & Pick parcel on your behalf.
The nominated person will need to present:
- The HUBBED Parcel ID Code
- The digital collection PIN sent to you
- Their own valid government-issued photo ID, such as a driver's licence or passport
- An authorisation letter signed by you, clearly stating that they have permission to collect the parcel on your behalf
Make sure the person collecting your parcel has all the required information before visiting the HUBBED location.
💬 Step 2 – Explain the Issue Clearly
When speaking with the retailer, provide as much information as possible.
Let them know:
- Why you could not collect the parcel
- Whether you have already visited the HUBBED location
- What the HUBBED staff told you
- Whether the store was unable to locate the parcel
- Whether you attempted to arrange collection by an authorised person
Providing these details will help the retailer determine the appropriate next step.
🔄 Step 3 – What May Happen Next?
The available solution will depend on the retailer's policies and the circumstances of your delivery.
| Possible Solution | What May Happen |
|---|---|
| Reshipment | The retailer may arrange for a new parcel to be sent to you. |
| Alternative Pickup | The retailer may provide another collection or delivery option, where available. |
| Third-Party Collection | You may be able to nominate someone else to collect the parcel with the required ID, PIN and authorisation. |
| Parcel Return | If the parcel remains uncollected, it may be returned in accordance with the applicable collection arrangements. |
⚠️ Don't Leave Your Parcel Uncollected
If you receive a HUBBED collection notification, make sure you act within the collection timeframe stated in your Delivery Confirmation Notice.
The original GoPeople article advises that HUBBED parcels are generally held for 7–10 days before being returned.
Importantly, the additional HUBBED information states that compensation is not payable where a customer fails to attempt collection within the timeframe specified in the Delivery Confirmation Notice.
If you're unable to collect the parcel yourself, consider arranging an authorised third-party collection or contacting your retailer promptly.
🔎 What If HUBBED Cannot Find My Parcel?
If you attended the collection point but the parcel cannot be located, document what happened.
Where possible, keep:
- Your collection notification
- Parcel ID
- Details of the HUBBED location
- Date you attempted collection
- Details provided by the HUBBED staff
- Proof that the parcel was delivered or redirected to the collection point
Contact the retailer and explain that you attempted collection but the HUBBED location could not locate the parcel.
You may also need to contact HUBBED regarding the missing parcel.
💰 Claims for Lost Parcels at HUBBED
For eligible consumer/drop-off claims, the supplied HUBBED information states that HUBBED may, at its absolute discretion, compensate up to:
The value of the parcel contents or AUD $100 per parcel — whichever is lower.
Compensation is discretionary and is not guaranteed.
To Make a Claim
A claim must be:
- Submitted in writing using the HUBBED Contact Form
- Submitted within 30 days of the original drop-off or expected delivery date
- Supported by valid proof of delivery/drop-off to the collection point
- Supported by verified evidence of the value of the items inside the parcel
For HUBBED's current terms and conditions, visit:
🚫 When HUBBED May Not Accept a Claim
According to the supplied HUBBED information, certain circumstances are excluded from compensation.
Uncollected Parcels
A claim may not be payable if you did not attempt to collect the parcel within the timeframe specified in your Delivery Confirmation Notice.
Prohibited Items
Claims may be denied for prohibited items, including examples such as:
- Cash
- Jewellery
- Luxury goods
- Liquids
- Perishable items
- Dangerous materials
Parcel Lost Before Reaching HUBBED
If the parcel was lost before it reached the HUBBED location, responsibility would typically lie with the relevant courier provider or original retailer rather than the HUBBED collection point.
In this situation, contact your retailer for assistance.
🚦 Important Reminders
- 🪪 Make sure you have the required identification and collection details before visiting HUBBED.
- 👤 If you cannot attend personally, an authorised person may be able to collect a Click & Pick parcel on your behalf with the required documents.
- ⏰ Do not ignore your collection notification — collect the parcel within the timeframe provided.
- 🛍️ Contact the retailer you purchased from if you need the parcel resent or alternative delivery arrangements.
- 🚚 GoPeople cannot change HUBBED pickup instructions or redirect the parcel once it is at the collection point.
- 📄 If HUBBED cannot locate a parcel that has reached its location, retain evidence of your collection attempt in case a claim is required.
💡 How to Prevent Collection Issues Next Time
| Tip | Why It Helps |
|---|---|
| Double-check your full name and address when ordering | Helps avoid ID mismatches and delivery issues |
| Track your delivery after dispatch | Helps you avoid missing delivery and collection deadlines |
| Check your HUBBED collection notification carefully | Ensures you know where and when to collect |
| Arrange an authorised person if you cannot attend | May prevent the parcel from remaining uncollected |
| Contact the retailer early if you're having difficulties | Gives the retailer more time to assist before the parcel is returned |
📌 Key Principle
If your parcel has been redirected to HUBBED and you cannot collect it, contact your retailer as soon as possible. If you cannot attend personally, check whether an authorised person can collect it on your behalf. If the parcel has reached HUBBED but cannot be located, keep evidence of your collection attempt and contact the retailer/HUBBED promptly so the issue can be investigated.