Need to contact

Toll

and make sure they reply?

Toll Group is a long-established Australian logistics provider, and many of its parcel and courier services now operate under Team Global Express (including what people still recognise as Toll Priority and Toll IPEC). If you’re trying to sort a delivery issue, the simplest starting point is via the central phone line, plus online tracking through Team Global Express.

Public reviews tend to be harsh, especially around delays, lost parcels, and slow resolutions. That doesn’t mean every shipment goes wrong (Toll moves huge volumes for retailers), but it does mean you’ll want to use the fastest channels and keep your tracking and case details organised.

Across consumer reviews and forums, these are the problems people report most often:

• Delays and misrouting: Parcels may sit in depots with little movement, or bounce between locations before heading to the correct destination.
• Lost or missing items: Customers describe parcels that stop updating, get marked delivered when they weren’t received, or can’t be located after a “trace,” leading to lost parcel complaints.
• No genuine delivery attempt: “Receiver not home” or “business closed” scans (even for homes) are a recurring theme, sometimes without a card left.
• Hard-to-reach support and weak follow-up: Long holds, automated menus, and unclear ownership of cases are commonly cited, especially when people are trying to escalate a delivery issue.
• Damage or poor handling: These are less frequent than delays/loss, but still reported - especially when the receiver needs proof and an investigation.
• Depot-only pickup outcomes: When delivery fails, some customers say they’re pushed toward collecting from a distant depot rather than a delivery reattempt.

If any of these happen, it’s usually faster to start with tracking, then call promptly with your consignment number and a clear request.

Use these steps to reach the right team:

1. Track your shipment first

• For parcel deliveries that sit under the Team Global Express network, use Toll tracking here: MyTeamGE tracking.
• If the status looks wrong (stuck, “delivered” but not received, “awaiting customer,” or repeated “attempted”), move to phone support with your tracking number ready.

2. Call the main support line (best for urgent delivery issues)

• Phone: 13 15 31 (extended hours; generally 7am–10pm weekdays, 7am–5pm weekends).
• Expect an automated menu and prompts for your consignment note number.
• When you reach an agent, explain what outcome you want: redelivery, depot pickup details, or a lost/damaged trace.

3. Use online contact forms for a written record (best for escalations)

• General enquiries and routing via Toll: Toll Group Contact Us
• Feedback/complaints in writing: Toll feedback form
• For parcel delivery matters, Toll pages may direct you to Team Global Express, so check: Team Global Express contact page

4. Email

• Some divisions have used addresses like custserv@teamglobalexp.com (availability and response can vary), so the most reliable path remains phone and the official forms above.

5. If you’re the receiver, involve the sender/retailer early
   If your item was shipped by a retailer, their support team often has stronger leverage (they’re the customer in the shipping contract). If you’re stuck in a loop, ask the sender to open a case directly with Toll/Team Global Express.

Policies can differ depending on whether you’re dealing with Toll Group freight services or Team Global Express parcel operations, but these themes matter most when you’re trying to get a resolution.

Delivery time guarantees and refunds‍

Toll’s standard consumer services generally don’t advertise an automatic money-back guarantee for late deliveries. In practice, credits or refunds for delays (if any) are more commonly handled through the sender’s contract. If you’re looking for the Toll refund policy, the best reference point is the formal terms that govern liability, claims, and service expectations.

Loss and damage liability‍

Toll’s carriage terms typically limit liability for loss or damage unless additional cover/insurance was arranged by the sender. As a receiver, you usually get your refund/replacement from the retailer, while the sender manages any claim against the carrier.

Claims process‍

For missing or damaged goods, the sender (consignor) typically needs to lodge the formal claim. If you’re the receiver, your fastest path is to:

• call with your tracking number to start a trace, and
• notify the sender immediately so they can escalate and (if needed) replace/refund.

Cancellations and return-to-sender requests‍

If a pickup or shipment was booked and needs cancelling, do it as early as possible through the relevant support channel (phone or online forms). “Return to sender” / recall requests are usually initiated by the sender and may involve additional fees, depending on the service.

Missed delivery and holding periods
When a delivery attempt fails, parcels are commonly held at a depot for a limited time awaiting instructions. Because communication can be inconsistent, it’s worth calling promptly to confirm where the item is and what options you have.

Where to verify policy details
See Toll terms and conditions and broader documents here: Toll policies & procedures.