Toll Group tracking

What is Toll Group?

Toll Group is a freight and logistics company with dual headquarters in Melbourne, Australia and Singapore, operating a global network spanning more than 150 countries. The company was founded in 1888 by Albert Toll in Newcastle, New South Wales, as a coal haulage business using horse-drawn carts to move coal from the Hunter Valley coalfields. Over more than a century of growth, acquisitions, and corporate restructuring, Toll evolved from that regional haulage operation into one of the Asia-Pacific region's largest logistics businesses, with over 20,000 customers, more than 16,000 workers, approximately 500 operating sites worldwide, and a transportation fleet exceeding 44,000 vehicles, vessels, and related plant and equipment.

The company's current structure is the product of a long series of ownership changes and acquisition phases. After decades of family ownership, Toll was acquired by National Minerals in 1959 and subsequently absorbed into Peko Wallsend, a diversified mining conglomerate, operating during that period under the name Toll-Chadwick. A management buyout in 1986, led by Managing Director Paul Little and Chairman Peter Rowsthorn, returned the company to independent ownership. A listing on the Australian Securities Exchange followed in 1993, providing the capital base for an expansion strategy centred on acquisitions. In June 2000, Toll Holdings launched a takeover bid for Finemore Holdings, completing that acquisition in March 2001. In 2003, Toll acquired New Zealand rail, road, and ferry operator Tranz Rail, selling the rail network to the New Zealand Government while retaining the operating business under the Toll Rail name. The acquisition of SembCorp Logistics in 2006 then extended Toll's reach across South East Asia substantially.

In February 2015, Japan Post Holdings announced a proposal to acquire all outstanding Toll shares. Shareholders voted in favour on 13 May 2015, and Toll formally became a wholly owned subsidiary of Japan Post Holdings on 28 May 2015, at a total acquisition value of $6.5 billion in Australian dollars. The rationale for Japan Post was straightforward. Toll provided an established international logistics platform through which Japan Post could expand across the strategically important Asia-Pacific region. Following the acquisition, Toll divested its United States logistics operations to Taylored Fulfillment Services in 2020. In 2021, Toll sold its Australian and New Zealand express parcel business, Toll Global Express, to private equity firm Allegro Funds. That business was subsequently rebranded as Team Global Express and now operates independently of Toll Group.

• Founded: 1888, Newcastle, New South Wales, Australia, by Albert Toll, initially as a coal haulage operation using horse-drawn carts
• Headquarters: Dual headquarters in Melbourne, Australia and Singapore
• Parent company: Japan Post Holdings, which completed the acquisition of Toll in May 2015 for $6.5 billion (Australian dollars)
• Global network: Operations across more than 150 countries
• Customers: Over 20,000 customers across retail, healthcare, defence, energy, automotive, government, and industrial sectors
• Workforce: More than 16,000 workers across approximately 500 sites globally
• Fleet: More than 44,000 vehicles, vessels, and related plant and equipment
• Key divestiture: Toll Global Express sold to Allegro Funds in 2021 and rebranded as Team Global Express, which now operates independently

Toll's position in the Asia-Pacific logistics market is underpinned by the combination of deep local operational knowledge across the region and the financial backing of Japan Post Holdings, one of the world's largest postal and logistics organizations. The company serves a diverse cross-section of industries, from grocery distribution and pharmaceutical supply chains to automotive parts logistics, government procurement, and defence. In 2023, Toll Global Forwarding alone managed approximately 500,000 air and ocean freight shipments, a figure that illustrates the scale of the company's international freight operations and the role it plays in connecting Asia-Pacific trade flows to global markets.

Which countries does Toll Group deliver to?

Toll Group's operational footprint spans more than 150 countries, making it one of the most geographically extensive logistics companies based in the Asia-Pacific region. The company's geographic strategy is organized around four primary regions, Australia and New Zealand Asia, Europe and the Middle East and Africa, and North America. Within these regions, Toll Global Forwarding alone operates across 90 sites in 28 markets, with an extended agent network providing access to more than 150 total markets. This combination of directly operated infrastructure and partner-operated agent coverage gives Toll a breadth of geographic reach that few carriers headquartered in the Asia-Pacific can match.

Australia is the company's most deeply served single market. Toll maintains an extensive depot and distribution network across the country, with strong operational presence in government, defence, healthcare, mining, and retail sectors. In New Zealand the Toll Domestic Forwarding division handles freight movement by road, rail, and sea both between and within the two countries. Across Asia, contract logistics operations are concentrated in Singapore, Malaysia, Indonesia, Vietnam, Thailand India, China, Taiwan, and South Korea. The company's dual headquarters in Melbourne and Singapore reflect the twin poles of its regional identity, with Singapore functioning as the operational gateway to both South East Asian and North East Asian markets.

Outside the Asia-Pacific core, Toll maintains freight forwarding capabilities in Europe, the Middle East, and Africa through its Global Forwarding agent network and directly operated forwarding offices. North American coverage is more limited following the 2020 divestiture of Toll's United States logistics operations. For eCommerce cross-border shipments specifically, Toll's Carrier Consortium platform extends international delivery access to over 120 countries, giving online merchants a broad range of destination coverage through a single platform integrated with multiple carrier partners.

• Australia: Full national coverage across metropolitan and regional areas, with road, rail, sea, and air freight options serving all states and territories
• New Zealand: Freight forwarding and road logistics services, with the Toll Domestic Forwarding division handling cross-Tasman and domestic freight
• South East Asia: Singapore, Malaysia, Indonesia, Vietnam, and Thailand served through direct contract logistics and forwarding operations
• North East Asia: China, Taiwan, South Korea, and Japan, with freight forwarding and contract logistics operations across the region
• South Asia: India, covered through contract logistics and forwarding services
• Europe, Middle East, and Africa: Coverage through Toll Global Forwarding's directly operated offices and extended agent network
• Americas: Forwarding coverage available through the agent network, with eCommerce delivery extended to over 120 countries via the Carrier Consortium platform

International shipments handled by Toll Global Forwarding move through the company's air freight, ocean freight, road, and multimodal networks, with origin and destination services managed at each end of the journey. Toll's international exchange points are located near major air hubs in the Asia-Pacific region, where freight is consolidated and processed before export. The company's agent network in markets where Toll does not maintain its own infrastructure allows shipments to be originated or received in destinations beyond the 28 directly operated markets, covering a total of more than 150 countries through the combined direct and agency model.

What are the Toll Group services and delivery times?

Toll Group's service portfolio is organized around two primary business lines, Global Forwarding and Contract Logistics, alongside specialized offerings for healthcare, government, defence, resources, and eCommerce. Global Forwarding covers international freight across all modes including air, ocean, road, and rail, managing the full cycle from origin pickup through export documentation, freight transport, customs clearance, and final delivery at destination. In 2023, this division handled approximately 500,000 air and ocean freight shipments globally. Contract Logistics covers warehousing, inventory management, order fulfillment, returns handling, and value-added services such as kitting, labeling, and repackaging, with operations concentrated across Australia, Singapore, Malaysia, Indonesia, Vietnam, Thailand India, China, Taiwan, and South Korea.

Within Global Forwarding, three distinct international service tiers are available. The Next Flight service places freight on the earliest available direct flight, making it suitable for the most time-critical international shipments where delivery within one business day to many destinations is required. The Express service targets international delivery within one to four working days. The Economy service is designed for non-urgent international freight where transit time is less critical than cost. For domestic freight within Australia, Toll offers a Same-Day service for urgent metropolitan shipments, an overnight service connecting major Australian cities, and standard multi-day freight options for regional or pallet-level consignments. Toll Priority, a premium domestic tier, adds after-hours and public holiday delivery on request, with applicable surcharges for those time slots.

Toll's eCommerce Delivery service operates through a Carrier Consortium platform that aggregates multiple carrier capabilities, giving online retail merchants access to Standard, Express, and Priority delivery options across more than 120 countries for cross-border shipments. This platform is designed specifically for merchants who need to manage international delivery to diverse destinations through a single integration rather than individual carrier contracts. The platform allows selection of delivery speed based on cost and lead time requirements at the time of order fulfillment.

Specialized services address specific industry requirements. Toll Healthcare Logistics handles temperature-controlled, time-critical, and high-value pharmaceutical goods, delivering more than 150,000 temperature-sensitive and time-critical items annually across Australia, including 7 million doses of vaccines and antivenoms. The Government and Defence logistics offering is backed by a Defence Theatre Logistics contract with the Australian Government valued at $1.5 billion in Australian dollars, covering the delivery of vital equipment and supplies across the country. The Toll Resources and Government Logistics division serves the oil and gas, mining, chemicals, and coal industries with integrated logistics solutions spanning more than 10 countries.

• Global Forwarding - Next Flight: Fastest international air freight tier, placing cargo on the earliest available direct flight, with delivery possible within one business day to many destinations
• Global Forwarding - Express: International delivery targeted within one to four working days
• Global Forwarding - Economy: Cost-focused international freight for non-urgent shipments, with longer but reliable transit windows
• Domestic - Same Day: Same-business-day pickup and delivery for urgent metropolitan shipments within Australia
• Domestic - Overnight: Next-business-day delivery connecting major Australian cities
• Toll Priority: Premium domestic service with after-hours and public holiday delivery available on request, subject to applicable surcharges
• eCommerce Delivery: Standard, Express, and Priority tiers for online merchants, covering over 120 countries through the Carrier Consortium platform
• Healthcare Logistics: Temperature-controlled distribution for pharmaceuticals, vaccines, and medical devices, handling more than 150,000 sensitive shipments annually across Australia
• Government and Defence: Dedicated logistics operations backed by a $1.5 billion (Australian) Defence Theatre Logistics contract with the Australian Government

What are the Toll Group rates and maximum dimensions accepted?

Toll Group's pricing is determined by a combination of shipment weight, volumetric, or dimensional, weight, origin and destination, selected service tier, and any applicable fuel or handling surcharges. Volumetric weight calculations apply in cases where a shipment's cubic dimensions produce a higher chargeable weight than its actual physical weight, which is standard practice across the freight industry and particularly relevant for bulky but lightweight goods. Specific rates for all service tiers are not published as fixed schedules but are provided on a quote basis through Toll's MyToll portal and eCommerce platform, reflecting the many variables that affect the final cost of any given consignment.

For parcel-level shipments lodged through Toll's HUBBED pickup and drop-off network, weight limits are set at a maximum of 10 kilograms for standard parcels and 5 kilograms for satchels. Shipments exceeding 10 kilograms are directed to Toll depot locations for lodgement or collection rather than through the HUBBED network. Freight and pallet-level consignments are subject to different weight and dimension schedules that vary by mode and service offering. Enterprise and contract logistics clients typically access pricing through dedicated account management arrangements, which provide customized rate structures based on volume commitments and service requirements.

• Pricing basis: Shipment weight, volumetric weight, origin and destination, service tier, and applicable fuel and handling surcharges
• Volumetric weight: Applied where dimensional weight exceeds actual weight, across all freight modes
• HUBBED parcel limit: Maximum 10 kg for standard parcels through the HUBBED pickup and drop-off network
• HUBBED satchel limit: Maximum 5 kg for satchels through the HUBBED network
• Oversize parcels: Shipments exceeding 10 kg must be lodged directly at a Toll depot location rather than through the HUBBED network
• Rate access: Quotes available through the MyToll portal and eCommerce platform; enterprise clients access pricing through dedicated account management

What are the Toll Group delivery options?

Toll Group's delivery and reception options are managed primarily through the MyToll digital platform, which gives recipients visibility over their shipments and the ability to redirect, reschedule, or arrange self-collection. For standard deliveries, Toll attempts delivery to the address nominated at the time of booking. When the recipient is not present, the driver leaves a missed delivery card containing the consignment reference number and instructions for collection or redelivery arrangements. The freight is then transferred to the nearest Toll depot, where it is held for up to one week pending collection or a redelivery booking.

Toll operates a network of Toll Collection Points, also referred to as Alternate Delivery Points, which are secure third-party locations to which shipments can be redirected when the primary delivery address is unattended. Opening hours at these points vary by location, from standard business hours through to 24-hour access in some cases, providing recipients with flexibility when depot collection times are not convenient. For smaller parcel shipments, Toll also partners with the HUBBED network, a third-party parcel collection point system that accepts parcels up to 10 kilograms from participating carriers.

• Standard home delivery: Delivery to the nominated address on the next scheduled delivery day for that route
• Toll Collection Points (TCP): Secure alternate delivery locations to which shipments are redirected when the primary address is unattended, with hours ranging from standard business hours to 24-hour access depending on the site
• HUBBED network: Third-party parcel collection points accepting parcels up to 10 kg
• Redelivery: Recipients can arrange redelivery to the original address on a different date through the MyToll platform
• Address redirect: Shipments can be redirected to an alternative address using MyToll before delivery is completed
• Depot self-collection: Recipients can collect directly from the nearest Toll depot during depot operating hours
• Toll Priority after-hours: After-hours and public holiday delivery available for time-sensitive domestic shipments, subject to premium surcharges

Recipients who have received a missed delivery card can manage next steps through MyToll, choosing between redelivery at the original address on an alternative date, redirection to a different address, or self-collection from the nearest depot or Toll Collection Point. Business customers with active MyToll accounts can set standing delivery preferences that apply automatically to all incoming consignments linked to their account, reducing the need for manual management of individual deliveries.

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

Toll Group's primary support channel for lost or damaged shipments is the Find My Shipment section of its website, which is designed specifically for customers who believe their parcel or consignment has been misrouted or has not arrived within the expected delivery window. Customers are required to have their consignment number available before initiating any inquiry or claim, as this number is used to locate the specific shipment record in Toll's tracking system. The consignment number appears on the original shipping label, the booking confirmation, and any missed delivery card left by the driver.

The claims process involves providing the consignment reference and a description of the loss or delay through the Find My Shipment section. For damage claims, customers must document the condition of the parcel and goods at the time of receipt, including photographing the external and internal packaging before discarding it, as this evidence is required to support the investigation. General customer inquiries are handled through Toll's online contact portal, which routes requests to the appropriate specialist team depending on the service type involved, whether freight forwarding, contract logistics, parcel delivery, or another area.

• First step: Locate the consignment number from the shipping label, booking confirmation, or missed delivery card before initiating any claim or inquiry
• Online inquiry: Submit a claim through the Find My Shipment section of Toll's website, providing the consignment reference and a description of the issue
• Damage evidence: Photograph the condition of the parcel and goods upon receipt before discarding any packaging, as this documentation supports the investigation
• Business accounts: Customers with dedicated account management can escalate claims directly through their account representative for a more direct support pathway
• Depot contact: If a parcel is suspected to be held at a local depot, contact the nearest Toll depot with the consignment number for a status update

Customer reviews on public platforms indicate that experiences with Toll's claims and support processes vary considerably, with some customers reporting difficulty reaching responsive support through the general online contact channel. Business account holders generally have access to a more structured support pathway through dedicated account management. Toll's standard guidance directs all parcel and freight inquiries to the online portal as the primary contact channel, with the Find My Shipment function as the starting point for any shipment that has not arrived as expected.

Does Toll Group handle international shipments and customs formalities?

Toll Group's Global Forwarding division manages full-cycle international logistics, covering origin pickup, export documentation, freight transport by air, ocean, road, or multimodal combinations, customs clearance at destination, and final delivery. The division operates across 90 sites in 28 directly managed markets, with an extended agent network providing access to over 150 countries in total. Toll's Customs and Quarantine service team handles import and export compliance across the global network, assisting clients with documentation preparation, tariff classification, and country-specific regulatory requirements to reduce the risk of delays at the point of clearance.

Under Toll's Standard Trading Conditions, goods accepted for international carriage must comply with all applicable laws and sanctions. Toll will not carry goods that are prohibited by applicable law or economic and trade sanctions, nor goods intended for use in the development of nuclear, chemical, or biological weapons. Dangerous goods are subject to Toll's Dangerous Goods Policy, which sets out the classification, packaging, labeling, and documentation requirements for hazardous materials carried across any international route handled by Toll Global Forwarding.

For eCommerce cross-border shipments, the Carrier Consortium platform provides international delivery access to over 120 countries. Duties and taxes on inbound international shipments are handled according to the customs regime of the destination country, with Delivered Duty Paid or Delivered At Place terms available depending on the arrangement established at the time of booking. Toll's customs expertise is particularly relevant for clients shipping into markets with complex or high-scrutiny import regimes, where incorrect documentation or misclassified tariff codes can result in significant delays and financial penalties at the point of clearance.

Understanding tracking statuses

When tracking a Toll Group shipment through the MyToll platform, different statuses appear as the consignment moves through the network. Each status reflects a scan event recorded at a key point in the journey, from initial registration through to final delivery. Updates generally appear within a few hours of each physical scan, though in some cases they may take up to 24 hours to reflect on the tracking portal. Toll tracking numbers are numeric and range from 7 to 22 digits in length, with the exact format varying depending on the specific Toll service division and the origin-destination route involved.