Support
Frequently Asked Questions
Click a question to see an answer.
- Q. What is Temando?
A. Temando is a new online system which takes a request for freight and displays a variety of freight options from a wide range of transport carriers. You then can compare price, delivery times and choose the best quote which suits your needs and budget, then simply book it in and away it goes. No more phone calls, wasted time or stress!
- Q. What does the name Temando mean?
A. The name is derived from the Spanish verb meaning to send. By adding "te" in front, the name literally means "I send to you". The word is also able to be phonetically pronounced, eliminating problems for Asian languages, whilst still sounding fun in English. Temando aims to develop a global brand parallel to the success of Google, eBay and others that are commonplace with business and public consumers internationally.
- Q. How long does it take to get quotes?
A. In most cases, you'll get a price in a matter of seconds! Sometimes, if you are sending something a little bit different, or perhaps to an out of the way place, the carriers will need to have a look at what you are sending in order to accurately price your request, but you'll usually get prices back in under 24 hours.
- Q. How long after selecting a quote do I have to pay?
A. Once you've selected your quote you can pay for it straight away with one of our accepted payment methods, or save it to pay for it later where it is valid for 14 days.
- Q. How do I get my quote processed?
A. Once you've selected the best quote, all you need to do is select it, fill out the origin and destination info, pay for it and your order is complete. Then, depending on your choice, either someone from the transport carrier of your choice will collect your freight from your home or business, or alternatively you can drop it off to your nearest carrier depot.
- Q. How long will the delivery take?
A. Again, this depends on your choice of transport carrier (and the price!), and can range from anywhere from overnight to several months (in the case of long distance sea cargo).
- Q. What payment methods are supported?
A. Temando supports three types of payments: 1) Credit and Debit Cards; 2) PayPal; and 3) Temando Credit. Temando Credit can be purchased using either the Top-up facility (available via the My Details page after logging in) or by a direct debit transfer of money into Temando's bank account. The Top-up facility allows funds to be automatically charged against a specified credit/debit card for a set amount (minimum of $200.00). This transaction does incur the 2% credit card fee but this is offset by the 2% discount offered for Temando Credit purchases. Alternatively Temando Credit can be purchased by transferring funds directly to Temando's bank account: BSB: 114-879, Account No.: 464 125 611, Account Name: Temando Pty Ltd, Reference: [your login id]. You will need to send an email to support@temando.com specifying the amount transferred and your login id. You will need to allow up to 5 working days for the funds to clear and the Temando Credit to be created in your account.
- Q. How do I know my payment is safe?
A. Temando uses encrypted SSL technology to ensure your details are secure, and is verified by a digital certificate. Temando is a legally incorporated company and will provide you with written confirmation (via email) with every transaction.
- Q. How do I make sure my payment has been received?
A. Once we have received your payment, you will received written confirmation and receive a tax invoice via email, for your records.
- Q. Will I get a better price if I wait until the last minute?
A. All our prices are generated in real time, so essentially what you're seeing is the most accurate market price.
- Q. Can I get a refund if my plans change?
A. Yes provided the transport company has not dispatched a vehicle for your pick up incurring any costs to Temando. However, any costs from carriers will be deducted from your refund.
- Q. What if something happens or I need to make changes after I finalise my order?
A. You can only make changes before freight is dispatched from point of origin. If changes are red hot urgent please contact Temando, but charges may apply.
- Q. Can I change the dates of my order?
A. Yes you can change the dates of your order except for the day of pick up if a vehicle has been dispatched incurring any costs to Temando, any costs from carriers will be charged back to you.
- Q. Can I change my route or destinations?
A. Only if freight has not been dispatched from a carrier's depot. If freight has been dispatched and you want to send your freight to a different destination on forwarding costs will apply.
- Q. Who is responsible for my order?
A. Your order is responsible by the transport carrier that you choose, and is carried by their terms and conditions. In addition, we are responsible for your order in terms of payment and booking, as detailed in our own terms and conditions.
- Q. How safe is Temando?
A. Temando has been built to the highest online security standards, and uses SSL technology verified by a Digital Certificate.
- Q. How do I track my order?
A. You can only track your order if you choose a transport carrier which supports tracking of orders. This is done by entering your consignment note into the 'tracking' section of transport carrier websites, as applicable.
- Q. What happens if there is a problem with delivery?
A. If there is a problem with delivery, firstly contact the transport carrier carrying your order and quote the consignment note number. If they are unable to help you to satisfactory level, you can contact us and we can resolve this for you.
- Q. How do I get in contact with Temando?
A. Temando supports all major methods of communication: Phone, Post, E-Mail and even Facebook and Twitter!
- Q. Will I get notified when the delivery has been received?
A. You can only be notified of delivery completion if you choose a transport carrier which supports tracking of orders. This is done by entering your consignment note into the 'tracking' section of transport carrier websites, as applicable.
- Q. Can I use Temando with eBay?
A. Temando can work with any item on eBay, but you must manually enter the details of the goods from eBay to the Temando website. We are currently working on a plug-in for eBay which will give you instant quoting, and the ability to enter your eBay item number into Temando.
- Q. What countries does Temando operate in?
A. Temando is currently in full domestic release in Australia. We are now beta testing our International service offering, and expect to have this released in the next few months.
- Q. What if the Class of item I need doesn't exist for the item I'm trying to send?
A. Please contact Temando. To send this item, we will make the necessary arrangements to make it happen, and contact you directly. Temando sends anything, anywhere, anytime.
- Q. Can I plug Temando into my website?
A. Absolutely! Temando has both an API and a plugin which allows users to use our technology with their own site. We are also integrating with most CMS's and Development platforms, so make sure you ask your web developer or contact us if you'd like us to help you directly. Click Here here to view more information on using the plugin.
Contact Temando
Get in contact with Temando today!
Level 1, 895 Ann Street
Fortitude Valley 4006
Queensland, Australia
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