Knowledge Base

Click & Pick

What is Click & Pick?

Click & Pick is an alternative option to home delivery available to customers in the shopping cart. Click & Pick gives customers the choice to pick-up parcels from a collection point.

Can I use my existing freight provider with HUBBED Click & Pick

Yes. HUBBED is 100% carrier agnostic and can process parcels delivered by any carrier.

Do I need to update my fulfilment processes to offer Click & Pick?

No, you do not have to change your existing fulfilment operations. Click & Pick simply updates the delivery address for a customers order to a HUBBED collection point.

What size parcels can HUBBED collection points accept?

The maximum acceptable parcel size is approximately 120cm cubic dimensions, adding together the length, width and height. (About the size limit of airline carry-on luggage). The maximum weight is 10kg. Please refer to our parcel guidelines.

How do I sign-up for HUBBED Click & Pick?

If you are on the following supported eCommerce platforms; Magento, WooCommerce, BigCommerce and Neto, you must sign-up for a HUBBED account to access the HUBBED collection point network. Shopify users must sign up for HUBBED Click & Pick directly from the Shopify app store.

How much does HUBBED Click & Pick cost?

A monthly access fee of AUD 49.95 applies to Magento, WooCommerce, BigCommerce and Neto users to access the HUBBED collection point network and technology. Plus, AUD 2.00 per parcel handling fee. Shopify users pay USD 37.50 a month for access and USD 1.50 per parcel.

Why is Shopify pricing different from other eCommerce platforms?

Shopify has a closed application environment for technology and billing, requiring all store add-ons to be managed within the Shopify platform. Shopify pricing across all global markets is in USD.

What is a network access fee?

This is a monthly fee to access the HUBBED collection point network and Click & Collect technology.

How are Click & Pick charges billed?

Your chosen credit card will be charged on the first day of your subscription month for network access fees. Parcel handling fee charges will be billed weekly, on a Monday.

How do I activate HUBBED Click & Pick on my website?

HUBBED has built a Click & Pick application to make it easy for retailers enable Click & Pick in the shopping cart and check out pages. Supported eCommerce platforms include; WooCommerce, Magento, Shopify, Neto and BigCommerce. Visit to review the steps involved to install Click & Pick on your website.

Does HUBBED Click & Pick support any other eCommerce platforms?

HUBBED supports custom integrations and is always working on new Click & Pick applications. Contact us if you are using an application not listed.

How do my customers choose to collect a parcel from a HUBBED collection point?

Within your shopping cart or check out pages, customers will see a HUBBED Click & Pick button to search for a local collection point. After they select the location, the shipping address will be updated to reflect the chosen HUBBED collection point.

How will customers know when a parcel is ready for collection?

Upon receipt of parcel delivery by your carrier provider to a HUBBED collection point, HUBBED will send a parcel collection notification by email and SMS to the customer. The notification will contain a unique digital collection code for added security.

What information do customers need to show when collecting a parcel?

The customer is required to present their HUBBED parcel ID Code, digital collection PIN code and valid Government issued photo ID (e.g. Drivers licence, passport, proof of age card or state issued photo ID card) to the HUBBED collection point.

What if my customer misplaces the collection PIN code?

All HUBBED collection points can re-issue the digital collection PIN code to the customers mobile phone upon verifying the customers identity.

How long will a HUBBED collection point hold my customers parcel for?

Parcels will be held for a maximum period of seven days from the date of delivery.

Will the customer be notified if they have not collected their parcel?

HUBBED will send two notifications to the customer. The first notification will be sent when the parcel is ready for collection. A reminder notification will be sent after two days.

What happens if my customer does not collect a parcel from a HUBBED location?

After seven days, the parcel will be returned to you at a cost of AUD 9.95+gst. Please contact HUBBED support if you wish for HUBBED to dispose of the item or send the parcel to an alternate address at your cost.

Can another person collect a HUBBED Click & Pick parcel on behalf of the customer?

Yes – the new recipient must bring with them a letter with the following information. Original recipient’s Full Name (Must match the parcel) Original recipient’s Address (Must match the parcel) HUBBED ID (Will be on the parcel) Recipient’s Signature Full Name of the Third Party who will be collecting the parcel New recipients mobile phone number The new recipient must also have valid government issued photo ID and mobile phone in order to collect the parcel. A new digital collection PIN code will be generated in store to the new recipient’s phone number.

What happens when a HUBBED collection point cannot find my customers parcel?

Most likely, the parcel has not yet been delivered to the HUBBED collection point. The Agent in store will direct the customer to contact you, the merchant, to provide a tracking update to the customer.

What happens when my customer advises you that the parcel at the HUBBED collection point has been damaged?

HUBBED Collection points will not accept damaged parcels. The parcel will remain with the carrier and the customer will be directed to contact you, the retailer. Please contact HUBBED customer service if the customer has received a collection notification and advises you the parcel was damaged when they collected the parcel.

Are deliveries to HUBBED Collection points insured?

HUBBED offers insurance for lost or damaged parcels up to the value of AUD 150 with a AUD 50 excess. Proof of purchase must be supplied with any insurance claim.


What is HUBBED Returns?

HUBBED Returns is a complete Returns management platform for retailers. The service includes technology for Returns management with freight included.

Why HUBBED Returns?

Present a Returns experience for your customers that seamlessly works with your existing Returns process. With online booking and payment support, your customers can generate a Return at home. Package Returns parcel/s and drop-off to any HUBBED collection point.

What is included with HUBBED Returns?

The following is included with a HUBBED Returns subscription: Retailer branded Returns portal Returns label and freight Returns management dashboard with track and trace Customer notifications for Returns bookings and parcel drop-off to a HUBBED collection point

What size parcels can HUBBED collection points accept?

The maximum acceptable parcel size is approximately 120cm cubic dimensions, adding together the length, width and height. (About the size limit of airline carry-on luggage.) Maximum weight is 10kg. Please refer to our parcel guidelines.

How do I sign-up for HUBBED Returns?

HUBBED Returns is an integration free solution enabling retailers to offer Returns via the HUBBED network within 30 minutes. Simply sign up for HUBBED Returns, create your Returns portal, then add a link to the Returns portal on your website.

What is a network access fee?

This is a monthly fee to access the HUBBED Collection point network and license HUBBED Returns technology.

What is included in the free trial offer?

Receive free network access for the first month as a new HUBBED Returns retailer. The maximum discount is AUD 49.95. Parcel transaction fees still apply.

What is a parcel transaction fee?

This is a per parcel transaction fee to process and ship the Returns parcel from a HUBBED collection point to the retailer.

How are Returns charges billed?

Your chosen credit card will be charged on the first day of your subscription month for network access fees. Returns transaction fees are paid upfront by the customer with each Returns booking. Contact HUBBED customer service if you would like to pay for customer Returns.

How do I add HUBBED Returns to my website?

To use HUBBED Returns, you must be registered for a HUBBED account and subscribed for Returns. You can then access HUBBED eCommerce to manage your Returns portal and Returns transactions.

What do my customers need to do to drop-off a Returns parcel to a HUBBED collection point?

The customer can drop-off a prepackaged parcel with a valid Returns label attached to their chosen HUBBED collection point.

Can customers drop-off a Return parcel to any HUBBED collection point?

Yes, once the customer has booked the Return, packaged the item and attached a shipping label. They can drop-off the Returns parcel at any HUBBED collection point.

What if the customer has more than one parcel to return?

The customer must complete a separate Returns booking for each parcel being dropped-off. If the customers original order contains multiple packages that needs to be Returned, the customer is required to create a separate Returns booking and label for each parcel. Duplicate and/or previously used labels will not be accepted by the HUBBED collection point.

When can the customer drops-off the Returns parcel to a HUBBED location?

The customer can drop off pre-packaged Returns parcels anytime during the operating hours of their nearest HUBBED collection point.

How do I and my customers track HUBBED Returns?

You the retailer can track your customers Returns via the Returns management dashboard. Customers can track their return by visiting the HUBBED track parcel page. A link to the page is included in the parcel drop-off receipt the customer receives when they drop-off Returns to a HUBBED collection.

What if the customer requires packaging?

HUBBED collection points do not supply packaging and will only accept pre-packaged Returns parcels.

Can someone else drop off the customers Returns parcel?

Yes, anyone can drop off a pre-package Returns parcel to a HUBBED collection point as long it has a valid Returns label attached.

Who is the shipping/logistics provider for HUBBED Returns?

TOLL Express is the national logistics provider for HUBBED Returns.

How long will it take to receive my customer Returns parcels?

Dependent on the Returns drop-off location being in a metro or regional area, it can take up to two weeks for the parcel to be delivered to your nominated address.

How do I create a customer Returns portal?

Follow the Returns portal setup guide to create your Returns portal. You must have an active HUBBED Account and subscribed for Returns to create your Returns portal.

How do my customers pay for a Return?

The customer Returns portal contains an online payment gateway, your customers can pay for a Return by Credit Card or PayPal.