Answers to common questions about our services.
Do you have questions before making a booking? Below we address the most common questions customers have about vehicle transport.
Each transport movement has a different transit time. Our estimated transit days are provided when you submit a transport quote. Local moves can take up to 2 weeks, and interstate moves can take up to 4 weeks subject to location and volume at the time of booking. Transit times are indicative only and several factors can impact vehicle transport, including weather conditions, high movement volumes and specialised services. They are not guaranteed and refers to business days and excludes weekends and public holidays. Autocare advises all customers not to plan travel, holidays or work commitments around the transport of your vehicle.
Personal belongings can be inside the vehicle if it has been booked with the transport service. Autocare Services can transport vehicles with personal belongings in the boot, securely packed into boxes or suitcases. Autocare's Standard Terms apply in respect of personal possessions left in your vehicle at the time of transport. Vehicles must be free of personal goods if being transported To or From Western Australia.
We do not transport trailers, caravans, boats or other watercraft. If you have a query relating to the relocation of a motorcycle or other vehicle types, please contact our Customer Care Centre on 1300 656 768 to discuss your requirements.
Yes. Someone should always be present when your vehicle is collected or delivered. Upon collection and delivery our drivers will conduct a vehicle survey of your vehicle, which you will be asked to sign and agree with. Our drivers will then take possession of your keys and provide you with a copy of our vehicle survey. This process can take between 15 to 30 minutes, so please consider this time when planning collection or delivery of your vehicle.
Yes, depending on the damage. If your vehicle has very little damage and all parts of the vehicle are intact, doors can open and close and all windows are intact, we would consider your damaged vehicle. Please contact our Booking Team on 1300 656 768 for more information.
No. Due to an inability to load and unload non-drivable vehicles, Autocare Services are not currently equipped to move non-drivable vehicles. All vehicles must be drivable, with operable steering, foot brake and hand brake. In the event that your vehicle encounters mechanical issues during transit, Autocare Services are not responsible for rectification. One of our friendly staff will be in contact with you to help rectify the issue.
As part of our ongoing transport services, Autocare are happy to hold your vehicle in our compounds for up to five (5) business days after its arrival. We suggest that you make arrangements to collect your vehicle during this time to avoid any additional charges. For private vehicle movements we suggest collecting your vehicle as soon as possible after arrival to avoid having to relocate your vehicle within our yard. For vehicles delivered to our agent locations, we ask that your vehicle is collected as soon as you are notified that it has been delivered. Our agent locations may not have the ability or space to store your vehicle for extended periods of time.
Every booking placed with Autocare Services differs in its own way. For metropolitan collections we ask for a minimum of 48 hours notice to collect your vehicle. This may change, however we endeavour to have your vehicle collected within this timeframe. For rural collections, further notice will be required. Placing a desired collection date on your booking does not indicate a guaranteed date or time. One of our load planners or fleet controllers will be in contact with you prior to collection to nominate a date and timeframe.
We accept Visa, MasterCard or direct deposit. Secure payment is made via our online booking system or over the phone through our Customer Care Team on 1300 656 768. Payment will not be accepted at our depot locations in the form of cheque, money order or cash. We do not currently accept payment via American Express.
No, all bookings must be prepaid prior to transport.
Autocare does not offer insurance for your vehicle. If Autocare is found to be negligent in damaging your vehicle, we have a claims process. We suggest that you have your own personal cover for your vehicle transport. We recommend that you contact your personal insurance company prior to vehicle transport to ensure that you are covered.
In some instances we ask that your roof racks, weather shields, rear window louvers, bonnet protectors and tow bar tongues need to be removed. Please contact our Customer Service department on 1300 656 768 if you have any concerns about any external accessories.
Autocare has depot locations in all major cities. Where we do not have an Autocare Depot, we may use other reputable companies who can take possession of your vehicle and hold it in order for Autocare to collect or deliver. In some instances there are locations where we do not deliver to private or business locations, and in this case we may either use an 'Agent' location or arrange a 'Call To Meet' point. Our drivers contact you upon approach to advise where they will be located. This will be a safe location for loading or unloading your vehicle. Please note: in the event of a 'Call To Meet' booking, we recommend that your vehicle is registered so that it may be driven away from the nominated location, or covered for vehicle transport without registration plates.
If you have a special transport requirement such as priority movement or enclosed transport request, please contact one of our friendly Customer Service staff on 1300 656 768 to discuss your needs. We will endeavour to assist wherever possible.
It is possible that during your vehicle movement, it may travel through a road tollway. Although unlikely, if your vehicle travels through a tollway and you encounter charges relating to this movement, we suggest that you contact the toll provider regarding these charges. If you require any supporting documentation from Autocare Services outlining details of this movement please contact our insurance department at insurance@autocare.com.au.