ParcelPoint tracking

What is ParcelPoint?

ParcelPoint is an Australian logistics company that operates as a Pick-Up and Drop-Off , PUDO, network rather than a traditional door-to-door carrier. Founded in 2011 by Mehdi Fassaie and Julian Leach in Sydney, New South Wales, the company was built on the premise that missed home deliveries represent one of the persistent structural problems in residential e-commerce fulfilment. The solution was to route parcels to a network of participating retail locations, primarily convenience stores, pharmacies, and service stations, where customers could collect their orders at any hour that suited them, including evenings and weekends.

The company's early growth was financed through a series of funding rounds. After completing a Seed round in April 2012, ParcelPoint raised a $4.5 million round and subsequently a $7 million round led by Blue Sky Venture Capital. Total funding across three rounds reached $11.5 million, with additional investors including AS1 Growth Partners, ArdenPoint, Five V Capital, and CMB Advisory. A significant milestone came when eBay Australia integrated ParcelPoint into its platform, giving the PUDO network access to one of Australia's largest online shopping audiences and substantially increasing the company's profile in the e-commerce logistics sector. By the time of its acquisition, ParcelPoint had signed up more than 200 retail partners including eBay, Amazon, Adidas, Groupon, The Iconic, ASOS, and Glassons.

On November 17, 2022, ParcelPoint was acquired by HUBBED, a competing PUDO network operator that had been active in Australia since 2014 and had expanded into New Zealand Singapore, Hong Kong, Taiwan, and the Philippines. The acquisition created Australia's largest alternative delivery network, combining the two operators' footprints into a single entity with more than 3,000 pickup and drop-off points nationally. The terms of the transaction were not publicly disclosed. ParcelPoint continues to operate under its own brand name as part of the HUBBED group.

• Founded: 2011, by Mehdi Fassaie and Julian Leach
• Headquarters: Surry Hills, New South Wales, Australia
• Parent company: HUBBED, following acquisition on November 17, 2022
• Total pre-acquisition funding: $11.5 million across three rounds
• Lead investor: Blue Sky Venture Capital, which led the $7 million round
• Network size at time of acquisition: Over 1,400 pickup and drop-off locations across Australia
• Combined network post-acquisition: More than 3,000 points across Australia
• Retail partners: More than 200, including eBay, Amazon, Adidas, Groupon, The Iconic, ASOS, and Glassons
• Parcel hold period: 14 days at each location

ParcelPoint's market position is grounded in the economics of last-mile delivery to residential addresses, where failed delivery attempts generate significant cost for retailers and frustration for consumers. By directing parcels to fixed collection points that operate during extended hours, the PUDO model eliminates the problem entirely. The selection of convenience stores, pharmacies, and service stations as partner locations was deliberate, as these businesses are geographically dispersed throughout Australian communities, operate reliably long hours, and remain accessible on Saturdays and Sundays, which is not the case for most Australia Post outlets or other collection alternatives.

Which countries does ParcelPoint deliver to?

ParcelPoint operates exclusively within Australia and does not provide international shipping services. Its network of pickup and drop-off locations spans all Australian states and territories, with a particular concentration in urban and suburban areas where the density of convenience stores, pharmacies, and service stations is highest. At the time of its acquisition by HUBBED in late 2022, the independent ParcelPoint network comprised more than 1,400 locations. The combined HUBBED-ParcelPoint entity now operates more than 3,000 points across the country, making it the largest alternative delivery network in Australia.

Within Australia, the network provides coverage across the major metropolitan areas including Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, and Hobart, as well as suburban areas surrounding these cities. The geographic density of the network is concentrated in cities and larger regional towns, as the partner location model requires a sufficient number of convenience-type retail businesses to anchor the pickup points. For international retailers delivering to Australian customers, ParcelPoint functions as the final domestic leg of a journey that would have been handled upstream by an international carrier before the parcel entered the Australian distribution network.

• Australia (all states and territories): New South Wales, Victoria, Queensland Western Australia, South Australia, Tasmania, Australian Capital Territory, and Northern Territory
• Major urban coverage: Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, and Hobart, along with surrounding suburban areas
• Network points at acquisition: Over 1,400 ParcelPoint locations, expanded to more than 3,000 with the HUBBED merger
• International services: Not available; ParcelPoint is a domestic Australian carrier only

The geographic design of the network reflects a deliberate focus on accessibility rather than maximum territorial coverage. All partner locations are selected specifically because they offer extended opening hours and remain open on weekends, which means a customer in any major Australian city or suburb can reliably find a nearby collection point that is open in the evening or on a Saturday morning. This distinguishes the network from traditional postal collection systems, where access is often limited to standard weekday business hours. Regional and rural coverage exists but is less dense than in metropolitan areas, consistent with the distribution of convenience-type retail across the country.

What are the ParcelPoint services and delivery times?

ParcelPoint's service offering is structured around three distinct products designed to address different stages of the e-commerce delivery and returns process. The first is Click and Collect, which allows customers of participating online retailers to designate a nearby ParcelPoint location as their delivery address at checkout. Once the parcel arrives at the chosen location, the customer receives both an SMS and an email notification confirming that the item is ready for collection. Parcels are held at the location for up to 14 days, giving recipients a generous window to collect at their convenience without urgency.

The second service is a parcel returns facility. ParcelPoint locations accept drop-offs for e-commerce returns, removing the need for customers to arrange a courier pickup from their home or travel to a traditional post office. Customers can bring return items to any participating location during normal operating hours and hand them over directly. This has made the network useful not only for inbound parcel collection but also for managing the reverse logistics of online retail, which has become an increasingly significant operational challenge for Australian e-commerce businesses.

Parcelpool is ParcelPoint's business-to-business delivery solution aimed at e-commerce retailers. Under the Parcelpool model, multiple parcels destined for the same collection point are consolidated into a single delivery run, reducing the per-parcel cost compared to individual home delivery trips. Retailers using Parcelpool benefit from guaranteed next-day delivery in Sydney and Melbourne, with Saturday delivery also available in those cities. An early-morning collection option is offered from 7am at participating locations. Parcelpool is positioned as both the most cost-effective delivery method in the company's range and the one with the lowest environmental impact per parcel, owing to the consolidated freight model.

Parcelgreen is a sustainability-focused service tier that builds on the Parcelpool model. Under Parcelgreen, the final delivery leg from a local hub to the ParcelPoint collection point is completed using electric vehicles and pushbikes rather than conventional diesel delivery vans. Retailers who use Parcelgreen can display a dedicated badge at checkout, giving their customers the option to actively select a lower-carbon delivery method. The company states that using a parcel collection network rather than home delivery can reduce carbon emissions by almost 50%.

• Click and Collect: Delivery to a nominated ParcelPoint location for self-collection, with SMS and email notification on arrival; parcels held for 14 days
• Parcel Returns: Drop-off of e-commerce returns at any participating ParcelPoint location, without needing to schedule a courier pickup
• Parcelpool: Consolidated delivery service for retailers with guaranteed next-day delivery in Sydney and Melbourne; Saturday delivery and 7am early collection also available
• Parcelgreen: Zero-carbon final-mile delivery using electric vehicles and pushbikes, with a badge available for retailers to display at checkout
• Delivery time in Sydney and Melbourne: Guaranteed next-day delivery via the Parcelpool service
• Hold period at collection points: 14 days from arrival notification

What are the ParcelPoint rates and maximum dimensions accepted?

ParcelPoint's pricing for its Parcelpool consolidated delivery service is calculated on the basis of parcel weight and dimensions. The foundational variable is dead weight, which refers to the actual physical weight of the parcel as measured on a scale. For parcels that are large in volume relative to their weight, a dimensional or volumetric weight calculation may also apply, which is standard practice in the freight industry when bulky but light items would otherwise be underpriced relative to the space they occupy. The consolidated nature of the Parcelpool model means that per-parcel rates are generally lower than those associated with individual home delivery trips.

Specific rate tables are not publicly available and are agreed between ParcelPoint and each retail partner under individual commercial arrangements. Maximum parcel sizes and weight limits are defined within each retailer's Order Form rather than published as a single universal specification. Retailers must ensure that any parcels they ship through the network comply with the size and weight limits agreed in their specific contract. For businesses seeking a rate quote or specific limit information, direct contact with the company is necessary to obtain figures applicable to their account.

• Pricing basis: Weight and dimensions, using dead weight (actual scale weight) as the primary variable, with dimensional weight applicable for bulky items
• Rate structure: Consolidated freight model under Parcelpool, with per-parcel costs lower than individual home delivery
• Maximum parcel dimensions and weight: Defined per retailer in individual Order Form agreements; no single universal public limit applies
• Public rate card: Not available; pricing is agreed directly between ParcelPoint and each retail partner

What are the ParcelPoint delivery options?

ParcelPoint's model is built entirely around collection at a fixed pickup point rather than delivery to a home or business address. Customers using ParcelPoint through a participating online retailer select their preferred collection location during the checkout process on the retailer's website. The parcel is then dispatched to that specific location, where it is held securely until the customer arrives to collect it. There is no doorstep delivery component within the ParcelPoint network. This fundamental design means that the problem of no-one being home to receive a parcel simply does not arise.

When a parcel arrives at the designated collection point, the customer is notified by both SMS and email. This proactive notification system means recipients do not need to monitor tracking information manually, as they are informed automatically the moment their parcel is ready. The 14-day hold period gives customers significant flexibility in choosing when to collect. All collection points are required to operate extended hours and remain open on weekends, which means customers are not constrained to collecting during standard weekday business hours.

• Collection at pickup point: Customers collect parcels from their nominated ParcelPoint location; home delivery is not part of the ParcelPoint service offering
• Notification on arrival: Automatic SMS and email sent to the customer when the parcel arrives at the collection location
• Hold period: Up to 14 days from the date of arrival notification
• Opening hours: All partner locations operate extended hours including weekends, so standard business-hours restrictions do not apply
• Returns drop-off: Customers can drop off return parcels at any ParcelPoint location without scheduling a pickup in advance

What should I do if my ParcelPoint parcel is lost or damaged?

Customers who believe a parcel has been lost or damaged during transit through the ParcelPoint network should contact the company's support team in the first instance. The support line can be reached by phone on 1300 025 639. When submitting a claim, the claimant must provide proof of lodgement along with any other documentary evidence relevant to the loss or damage being claimed. Without this documentation, a claim cannot be processed regardless of the circumstances.

ParcelPoint's terms and conditions contain an important limitation on liability that customers should be aware of before shipping. The company will not accept liability for loss or damage unless loss and damage cover was specifically selected and agreed at the time of booking. Where cover has been purchased, compensation is capped at either the cover amount stated or the actual value of the goods, whichever is lower. Under no circumstances will compensation for any single parcel exceed $500. Customers shipping higher-value items are therefore advised to confirm that appropriate cover has been selected during the booking process, as claims on uncovered parcels will not result in compensation.

• Phone support: 1300 025 639
• Documentation required: Proof of lodgement and any supporting evidence of loss or damage
• Liability condition: Loss and damage cover must have been selected and confirmed at the time of booking for a claim to be eligible for compensation
• Compensation cap: The lesser of the stated cover amount or the actual value of the parcel, with a maximum of $500 per parcel under any circumstances

Does ParcelPoint handle international shipments and customs formalities?

ParcelPoint is a domestic Australian carrier and does not handle international shipments in its own right. The company's PUDO network is designed exclusively for last-mile distribution within Australia, and there is no service offering for cross-border shipping, customs clearance, import duties, or export documentation. Businesses seeking to ship parcels from Australia to overseas destinations, or from overseas to Australia, would need to use a separate international carrier for those legs of the journey.

For international retailers who use ParcelPoint as a delivery partner for goods distributed within Australia, customs clearance is handled upstream by the international carrier or freight forwarder before the parcel enters the domestic ParcelPoint network. By the time a parcel reaches a ParcelPoint location, it has already cleared Australian customs and is ready for domestic distribution. Any applicable import duties or customs requirements would have been resolved prior to handover to the ParcelPoint system.

Regardless of a parcel's origin, all items distributed through the ParcelPoint network must comply with Australian regulations governing prohibited and restricted goods. Items that cannot be shipped include explosives, flammable liquids and gases, corrosive substances, radioactive materials, toxic and infectious substances, highly magnetic substances, and any goods prohibited under Australian law or subject to United Nations sanctions.

• International shipping: Not available; ParcelPoint handles domestic Australian distribution only
• Customs clearance: Handled upstream by international carriers or freight forwarders before parcels enter the ParcelPoint network
• Prohibited items: Explosives, flammable liquids and gases, corrosive substances, radioactive materials, toxic and infectious substances, highly magnetic substances, and items prohibited under Australian law or UN sanctions

Understanding tracking statuses

When you track a ParcelPoint parcel online, a series of status updates appear at each stage of the parcel's journey through the network. These statuses reflect the physical movement and processing of the item from the moment a shipping label is created through to final collection by the recipient. Understanding what each status means makes it easier to identify where a parcel is in the process and whether any action is required on the part of the sender or recipient.