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Packaging Requirements

We know that you want your goods to be delivered safely to their destination in the same condition they were sent so when using our Online Self-Service you need to do your part by reviewing our packaging guidelines and standards.

Please follow these requirements when preparing your parcel as this will reduce the risk of damage and to your goods in transit and also minimise the chance of delay.

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Loss or Damage Warranty Requirements

Please be aware that if you choose to cover your goods for loss or damage using our warranty as part of your Online Self-Service, it will only apply to goods packed to the standards detailed below. This means your goods need to be packaged using boxes, cushioning, tape/sealing and labelling that is to an acceptable standard as outlined below.


Acceptable Standard

  • You should use a new box that is double-walled as a minimum. Single wall boxes and boxes that have been previously used are not acceptable. Use heavy-duty double-layered board wherever possible and definitely for any items weighing over 12kg.

Not Accepted

  • We will not accept goods packed in the original manufacturers packing unless they have been placed within a double-walled corrugated box with acceptable cushioning.
  • PACK & SEND does not accept for transport ‘outer containers’ that are either a bag made of fabric/cloth or a corrugated box with punctures, tears, rips, corner damage or miscellaneous boxes from a supermarket.
  • Plastic boxes or storage tubs are unacceptable for use as an outer box or shipping container. Plastic containers are too brittle to withstand the rigours of automated parcel sortation systems.


  • When selecting a box, consider its strength and durability for carrying the weight and size of the item.
  • Select a box that is large enough to accommodate the proper thickness of the cushioning material.
  • Do not overload the carton and make it too heavy. It is better to break down your consignment into two or more cartons than have one very heavy carton.
Boxes & Cartons
PACK & SEND box close up

Internal cushioning

Acceptable Standard

  • Each item inside your package needs to be wrapped in bubble wrap or foam wrap.
  • To fill any voids that may be in the box use crushed packing paper (removalist quality).
  • Goods packed with Foam-in-Place are acceptable. Click here for more information.
  • Each item should be surrounded by at least 5 cm of cushioning and be placed at least 5 cm away from the walls of the box. Heavier items (more than 5Kgs) should be cushioned using only large bubble wrap

Not Accepted

  • Unacceptable cushioning material for protecting your goods includes clothing, blankets, towels, newspaper/newsprint, shredded paper and pillows.


  • Items should be separated from each other, and from the corners, sides, top, and bottom of the box.
  • Ensure the contents do not move when you shake the container.
  • If you are sending sharp-edged items of any kind, ensure the edges and points are fully protected. Heavy cardboard is suitable for this.
PACK & SEND box foam

Taping & sealing

Acceptable Standard

  • Where the outer container is a corrugated carton the closure must be sealed with 48mm pressure-sensitive plastic packaging tape.
  • You should apply three strips of 48mm packaging tape to both the top and bottom flaps of the box and along the edges of the seal.

Not Accepted

  • Do not use masking tape, cellophane tape, scotch tape, sticky tape, duct tape, string, or paper over-wrap.

Please be aware that the collection driver has the authority to require an inspection of the goods before accepting them which may require the parcel to be re-opened.

PACK & SEND box with tape

Labelling & Preparing

Acceptable Standard

  • Print the labels generated through our Online Self-Service and tape them securely to your parcels.
  • You must place the consignment note/address label on the top of the package. Do not place the label over a seam or closure or on top of sealing tape.
  • You must remove or cross out old bar-coded labels and address labels on a used box.
  • Write on the box the airway bill number (from the shipping label), the receiver’s name, delivery address with postcode and contact number. Should the label become detached from the box in transit it is less likely to be lost or misdirected when this is done.
  • Ensure any supplementary documentation (commercial invoice for example) is given to the driver and a spare copy is taped to the side of the box.

Not Accepted

  • Any parcel with the consignment note/address label not securely taped to the parcel.


  • For your security and protection we strongly recommend that you take a photograph of your items packed in the box before you seal it and one of the box after it is sealed and labelled.
  • Do not consider “Fragile” and “Handle with Care” labels as a substitute for careful and proper packaging. They are a good idea for information purposes only.
  • It is also recommended that you place a duplicate label or other form of identification with your phone number inside the package in the event your consignment note/address label comes off the container in transit.
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