Customer Help

Transparency all the way  

 

Fuel charges are just a regular part of logistics and due to on-going fuel price fluctuations, iCumulus Global Express (IGX) applies a fuel surcharge to all shipments. This approach provides our customers with a transparent charging mechanism reflecting changes in fuel related costs.

Help Centre.png

What does unable to deliver mean?


‘Unable to deliver’ means that the driver couldn’t access the delivery location safely, or used their judgement to decide it wasn’t a good idea to leave the parcel unattended. If your parcel’s tracking information says ‘Unable to deliver’, the iCumulus team will organise a redelivery.




How long will it take for me to receive my parcel?


Our delivery estimates are just that – estimates. They’re there to help you get an idea on what day and time your orders will be picked up and dropped off, giving you peace of mind.




Collection Points


You may need to pick up your delivered parcel from a collection point if: you aren’t home and the parcel requires a signature on delivery, or if the delivery driver thinks it’s unsafe to leave it unattended at the premises. The driver will usually leave a collection card and take it to a secure collection point. Each of our delivery partners will have a different collection location, like a newsagents or convenience store.




My parcel is late


If your parcel is running a little late, don’t worry. Parcels are usually delivered within 2 days of the delivery estimate. You can check the parcel’s ETA on our tracking page (https://tracking.icumulus.cloud/) using the iCumulus reference number – if the sender has provided you that info. You’ll get real-time updates on your parcel’s movements and if there have been any delays with delivery.




Receiving a delivery during COVID-19


We’ve put in place new measures to help prevent the spread of COVID-19. To avoid unnecessary contact, we’re not asking our customers to sign for deliveries at the moment. If the sender has requested a signature, we will ask for and record a name instead. For more information on COVID-19, hotspots and restrictions, please check your local state and territory website.




When tracking my item, what does "Awaiting Collection" mean?


The tracking status 'awaiting collection' means that we couldn’t leave it at your premises but took it to the closest pickup point available. In most cases, we'll let you know by: email (where we know these details), or a notification card left in your mailbox or under your door. The notification will have the full pickup address, open times, phone number and a map for your convenience. Please be sure to take suitable ID with you when collecting your item.





Frequently Asked Questions
Expecting a parcel to arrive? Let us help.

Our Customer Care Team is available from

Monday to Friday, 9am - 5pm

 

For all parcel, tracking and delivery enquiries, please fill out the customer enquiry form below and one of our team members will reply to your email shortly.

Thank you for your enquiry.Someone from our team will be in touch shortly.