Frequently Asked Questions

Welcome to the BoxNgo Boxes Help Centre

Got a question for the BoxNgo Boxes team? Be sure to check our extensive list of frequenty asked questions below.  Can’t find an answer here? Please visit our Contact Us page to get in touch with us.


BoxNgo Boxes can be reached via email 24/7 through the Contact Us page.

Our team work business days from 7am to 3pm AEDT.

We do not provide phone support, but if you want to chat please include your phone number in your message at Contact Us.


Sorry, no. We are an online store and have no retail outlets.

No. We do not provide telephone support. Please place your order online, anytime 24/7.

Yes. If the item is listed, it is in stock.

We only offer the volume price breaks shown in this store.

Yes. Once you passed through our online checkout, you will receive emails advising:

  • Payment Confirmation; and
  • Order Processed, confirming your Order details.

Yes, the minimum order value is $70.00

If you haven’t received email Payment Confirmation, please check you have entered the correct email address and spam folder in your inbox. If you still haven’t received confirmation, it’s likely we have not received your Order. If you have been charged for your order, but have not received Payment Confirmation via email, please Contact Us.

Secure payment options at check out include MasterCard or Visa credit/debit cards (hosted by PayPal) or PayPal direct where you may make payment from your PayPal account.

You do not need to have or create a PayPal account to pay by debit or credit card using PayPal.


Yes, but changes cannot be made once your order status has advanced to Order Processed. To request changes please Contact Us.

No. We will not delay despatch, and our contract courier will not hold your Order to meet a future delivery date.

No. Our contract courier will deliver on Business Days only.

We deliver to over 16,000 Suburbs and PostCodes throughout Australia.

Free delivery is available to City areas (WA, NT & Tasmania excluded). Minimum Order value is $70.

To determine your shipping cost, free or otherwise – open your Cart, and click ‘Calculate Shipping’.

Immediately after your order is despatched from our fulfillment centre you are emailed tracking information including your unique Consignment Number. Go to Track & Trace and enter your Consignment Number to view tracking information electronically. Alternatively Free Call our courier service on 1300 36 1000 during business hours.


Your Order will be marked as ‘Authority to leave without signature’, and the Courier will determine a safe place to leave the goods.

If you have requested ‘Signature on Delivery’ and not available to accept delivery, a card will be left in your letter box advising that your Order has been returned to our Contract Courier’s local depot. You must contact our Courier within 5 Business Days and either collect your Order from that depot or arrange a return delivery when signature acceptance is available.

If you requested ‘Authority to leave without signature’, your Order will be left as instructed.

No. That service is not offered.

No. We are unable to deliver to Post Office addresses.

Yes. You will receive two emails.

  • Email 1 – Order to Fulfilment: Confirming your Order has moved to fulfilment; and
  • Email 2 – Order Completed: Advising despatch with consignment and track n trace details, and attaching a PDF Invoice.

Yes, however you must pay a shipping cost.

There are a few areas where we do not deliver.

Not always, as some products may ship from different fulfilment centres.

Please Contact Us. and we will arrange the despatch of a replacement. Please retain the damaged item. For insurance purposes we may request you email a photo of the damage item and/or have our Contract Courier collect that item.

Orders placed before 2pm (AEDT) on Business Days are processed and shipped the same day. Delivery times then apply. Please check the EXPECTED shipping time to your address at our Delivery Page … we do not GUARANTEE or provide a day of the week or time of day for delivery.

You must check your Order immediately upon delivery. Your order may be made up of several bundles or packages. Firstly, please check that you have received all your consignment packages. If after completely unpacking all packages, you establish that you are missing an item, please Contact Us. We will arrange the despatch of a replacement. Claims maybe denied when made after a ‘reasonable’ time frame.

No. We do not guarantee or provide a day of the week or time of day for delivery. Unfortunately shipping delays, while infrequent, do sometimes occur. If your Order is delayed and you are concerned, please Contact Us.


Sorry no, there are no pick up locations.

No. Pick-up is not available.


You can request to have your order cancelled, please Contact Us.

We may agree if your Order status has not advanced beyond ‘Order Processed’. If we agree to cancel your Order you will be charged a $25.00 administration fee which will be deducted from the refund amount. Your refund amount, if any, will be credited to either your credit/debit card or PayPal account at our determination.

We offer you a better option. Instead of offering a buy-back on used boxes, we offer MarketPlace. MarketPlace is an online service on this website where you post an Ad to sell your used boxes. MarketPlace is a FREE service … free to post an Ad, and no sales commission.  Click here to visit the BoxNgo Used Boxes Marketplace.

As a consumer, under Australian Consumer Law, you are guaranteed that the goods you have purchased:

  1. Are of acceptable quality;
  2. Match the description given on this website; and
  3. Are fit for their intended purpose.

Please Contact Us should you have any concerns with your purchased items.

We do not accept returns and do not exchange items.

Our products are bulky. The cost of return shipping is high and may exceed the product cost.


We buy boxes and packing materials in bulk. Our boxes are bought direct from a major Australian manufacturer … no middle men!

We don’t own or lease expensive retail space. And we pass all those savings on to you!

Our prices are less expensive than almost all retail stores, moving and storage companies, and other online businesses. Low prices coupled with Free City Delivery means you are unlikely to get a better deal anywhere else in Australia.



All boxes, except our ‘Super Strong’ boxes, are made using recycled cardboard.

All boxes on this website are new Australian made boxes. All boxes are recyclable.

Our boxes are made to Australian standards and are designed for removal and general purpose applications, where good stacking strength and crush resistance is required. Our ‘Super Strong’ range offer a lighter, stronger carton that ensures optimum performance throughout the supply chain. This range is ideal for international, domestic, office moves and storage applications where extra stacking strength and content protection is required.

The internal dimensions of boxes, measured as by width by length by height (in millimetres). Dimensions are included in the product description and also are available by clicking on the product title.

Yes. Please Contact Us and one of our team will assist you.


We respect your privacy and we will keep all your details provided through and in connection with the use of this website secure and confidential.

We will not disclose your information to third parties. When you place an order we collect your name, email address, mailing address, delivery address, and phone number. We may record which products you buy. We also monitor customer traffic patterns and site use that enables us to improve the service we provide.

This information is used to process orders and to provide a more personal shopping experience.

We may use this information to tell you about changes to our website and to let you know about our products and our other services. We do not sell, trade or rent your personal information to other companies. To access and request the correction or removal of any of your personal information please Contact Us.

If you have any other concerns about your privacy, please Contact Us.