COVID19 Coronavirus

Updated 23rd April 8:30am

Following developments regarding the recent COVID-19 outbreak, delivery networks have been experiencing delays to a number of destinations. Actions taken by countries to lockdown borders and reduce movement of people is set to affect transit times and delivery options. Our latest updates are outlined below.

Domestic Service Impacts:

• Due to significant increase in demand across all couriers and constraint on networks the speed and ability to deliver has been impacted. Please plan for service impacts on collection and delivery.
• Please add 2 days to your estimated transit time prior to lodging any late delivery queries with our service team.
• We have seen increase in failed parcel collection, this is due to the increase constraints in courier networks. Please contact us to rebook your parcel collection should it not be collected on the scheduled day.
• Delays expected across all services due to reductions in air freight capacity
• We will be suspending Express service downgrade credits for our 9:00 Express, 10:00 Express, 12:00 Express and Overnight Express TNT Domestic services. This is due to reduction in domestic flight capacity
• Service delays expected to shipments addressed to agent/remote areas where Australia Post is contracted
• Hunter Express are experiencing delays in Melbourne - Please add 3 days to the quoted transit time if using Hunter Express services.


• Procedure for Delivery of a Signature Required Parcel:

1) Knock on the door as usual and step back two metres (or as far back as safe)

2) They will wait for the occupant to come to the door and greet them as usual

3) They will then ask for the recipient's name, sign the scanner with 'ATL' and leave the parcel in a sensible place for the customer to pick up once they leave

4a) If no one comes to the door and the franchisee considers the location a safe drop, the standard ATL process will be followed

4b) If no one comes to the door and the franchisee does not consider the location a safe drop, they will follow the standard failed delivery card process



• Procedure for Delivery of a Non-Signature Required (ATL) Parcel:

1) Knock on the door as usual and step back two metres (or as far back as safe)

2) They will wait for the occupant to come to the door and greet them as usual

3a) If no one comes to the door and the franchisee considers the location a safe drop, the standard ATL process will be followed

3b) If no one comes to the door and the franchisee does not consider the location a safe drop, they will follow the standard failed delivery card process.




International Service Impacts:

• Please allow an additional 3-4 business days on top of the displayed transit times for all International Express orders.
• We will be suspending service downgrade credits on all international Express services due to work and travel restrictions
• DHL eCommerce shipments are experiencing up to 15-21 Business day delay on top of the originally quoted transit time. We suggest using the UPS Express Saver service for urgent international shipments.
• Our couriers will only seek verbal confirmation of delivery and where signature is required, may request to view government-issued identification for proof of age upon delivery
• Import limitations are in place from some countries including but not limited to Hong Kong & China e.g. 100kg per day from South China and 100kg per day from PVG Shanghai. 300kg limit for orders to and from Hong Kong. Orders may be cancelled and refunded if affected.
• Shipments to South Africa via DHL: Only authorised to transport goods classified as essential. This includes: medical products e.g. hospital supplies, equipment etc. and protective equipment/products that support essential services e.g. machinery required to keep food production going, products required to keep medical support going (parts, machines, etc). No other exports will be accepted.
• DHL Shipments to & from China, Taiwan & India: Import/Export restrictions apply for Customs Clearance. Please contact 1300 006 031 for assistance prior to booking online
• Some international deliveries have been affected due to the travel bans (see table for some affected locations)



Asia Delays & Suspensions

Country	Postcodes Currently Inaccessible for Pickup/Delivery
Pakistan	DHL eCommerce - All services suspended. Moderate delays. All services.
China	International Express Services - Moderate delays.
Hong Kong	International Express Services - Moderate delays.
Yemen	DHL eCommerce - All services suspended.
India	DHL/Interparcel Express - Moderate delays.
Laos	DHL eCommerce - All services suspended. Moderate delays. All services
Syrian Arab Republic	DHL eCommerce - All services suspended.
Bhutan	Moderate delays. All services.
Lebanon	Moderate delays. All services.




Worldwide Delays & Suspensions

Country	Postcodes Currently Inaccessible for Pickup/Delivery
Bahamas	DHL eCommerce - All services suspended.
Belize	DHL eCommerce - All services suspended.
Boliva	DHL eCommerce - All services suspended.
Brunei Darussalam	DHL eCommerce - All services suspended. Moderate delays. All services.
Cape Verde	DHL eCommerce - All services suspended.
Cayman Islands	DHL eCommerce - All services suspended.
Union of the Comoros	DHL eCommerce - All services suspended.
Eswatini (Swaziland)	DHL eCommerce - All services suspended.
Guinea-Bissau	DHL eCommerce - All services suspended.
Guyana	DHL eCommerce - All services suspended.
Libiya	DHL eCommerce - All services suspended.
Lithuania	DHL eCommerce - All services suspended.
Martinique	DHL eCommerce - All services suspended.
Montenegro	DHL eCommerce - All services suspended.
New Caledonia	DHL eCommerce - All services suspended. Moderate delays. All services
Nicaragua	DHL eCommerce - All services suspended.
Saint Vincent and the Grenadines	DHL eCommerce - All services suspended.
Sao Tome and Principe	DHL eCommerce - All services suspended.
St. Kitts and Nevis	DHL eCommerce - All services suspended.
Sudan	DHL eCommerce - All services suspended.
Venezuela	DHL eCommerce - All services suspended.
Dominica	DHL eCommerce - All services suspended.
Guam	Moderate delays. All services
Marshall Island	Moderate delays. All services
Tonga	Moderate delays. All services
Kiribati	Moderate delays. All services
Cook Islands	Moderate delays. All services
Nigeria	Moderate delays. All services
South Africa	Moderate delays. All services




If you have any questions please don't hesitate to contact us via email at help@interparcel.com.au or call 1300 006 031 within office hours.
We will respond as quickly as we can.

This is a very difficult time for everyone and we are very grateful for the understanding and support of the Interparcel community. During this period, we will be closely monitoring the situation as it develops and will keep everyone updated.