Knowledge Base
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.
Yes. HUBBED is 100% carrier agnostic and can process parcels delivered by any carrier.
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.
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.
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.
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.
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.
This is a monthly fee to access the HUBBED collection point network and Click & Collect technology.
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.
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 https://products.hubbed.com/clickandcollect-setup/ to review the steps involved to install Click & Pick on your website.
HUBBED supports custom integrations and is always working on new Click & Pick applications. Contact us if you are using an application not listed.
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.
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.
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.
All HUBBED collection points can re-issue the digital collection PIN code to the customers mobile phone upon verifying the customers identity.
Parcels will be held for a maximum period of seven days from the date of delivery.
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.
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.
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.
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.
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.
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.
Returns
HUBBED Returns is a complete Returns management platform for retailers. The service includes technology for Returns management with freight included.
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.
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
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.
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.
This is a monthly fee to access the HUBBED Collection point network and license HUBBED Returns technology.
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.
This is a per parcel transaction fee to process and ship the Returns parcel from a HUBBED collection point to the retailer.
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.
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.
The customer can drop-off a prepackaged parcel with a valid Returns label attached to their chosen 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.
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.
The customer can drop off pre-packaged Returns parcels anytime during the operating hours of their nearest HUBBED collection point.
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.
HUBBED collection points do not supply packaging and will only accept pre-packaged Returns parcels.
Yes, anyone can drop off a pre-package Returns parcel to a HUBBED collection point as long it has a valid Returns label attached.
TOLL Express is the national logistics provider for HUBBED Returns.
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.
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.
The customer Returns portal contains an online payment gateway, your customers can pay for a Return by Credit Card or PayPal.