Toll tracking

What is Toll?

Toll is a multinational company specializing in freight transport and logistics, with headquarters located in Melbourne, Australia and Singapore. Founded in 1888 by Albert Toll in Newcastle, New South Wales, the company began modestly by transporting coal for the local mining industry, using nothing more than a horse and cart. This humble origin reflects the entrepreneurial spirit that has driven the company throughout its history and continues to guide its development on a global scale.

At the time of Albert Toll's death in 1958, at the age of 95, the family business had already undergone significant evolution. It operated a fleet of trucks from five different sites across Australia, testament to sustained growth during the first half of the twentieth century. The following year, in 1959, the company left the hands of the Toll family to be acquired by National Minerals. In the decade that followed, it became part of the mining conglomerate Peko Wallsend, which used Toll's logistics capabilities for all of its transport operations. Under this ownership, Toll was developed to become a national-scale carrier.

Toll's listing on the Australian Securities Exchange in 1993 marked the beginning of a new era of ambitious external growth. Throughout the 2000s, the group pursued numerous strategic acquisitions of transport and logistics companies around the world, significantly strengthening its presence in Asia, Europe, North America and South America. Among the most notable operations is the acquisition of Singapore-based SembCorp Logistics in 2006, which considerably expanded Toll's footprint in Southeast Asia.

• Date of establishment: 1888, when Albert Toll began transporting coal in Newcastle, Australia
• Founder: Albert Toll, an Australian entrepreneur who developed his business for 70 years until his death in 1958
• Headquarters: Dual headquarters in Melbourne (Level 7, 380 St Kilda Road) and Singapore following acquisition by Japan Post
• Parent company: Japan Post Holdings, the Japanese postal group that acquired Toll in May 2015 for approximately 6.5 billion Australian dollars
• Workforce: More than 16,000 employees distributed worldwide
• Operational sites: More than 500 sites in 29 markets, with a transit network covering 150 countries
• Business volume: More than 20,000 clients served worldwide, with approximately 500,000 air and sea shipments managed annually by Toll Global Forwarding

In 2015, Japan Post announced its intention to acquire all shares of Toll Holdings for 9.04 Australian dollars per share, representing a 49 percent premium to the closing price prior to the announcement. This acquisition, validated by shareholders on May 13, 2015, was officially finalized on May 28 of the same year. Under Japan Post's ownership, Toll retained its Melbourne headquarters and brand, while benefiting from new investments to support its international development, notably with the opening of Toll City in Singapore, a flagship logistics hub of more than 100,000 square meters spread across five levels of warehouses.

In 2021, as part of a strategic restructuring, Toll's Global Express division, specialized in express deliveries in Australia and New Zealand, was sold to Allegro Funds and became independent under the name Team Global Express. This operation allowed the Toll group to refocus on its core activities in international freight through Toll Global Forwarding and contract logistics, while maintaining its global reach. More recently, in 2023, Toll acquired ASQ, an Australian operator of unmanned aerial systems, and in May 2025, the group finalized the acquisition of Transolve Global, a specialist in international wine transport, bulk liquids and perishable goods.

In which countries does Toll deliver?

Toll operates a network covering a significant portion of the globe, enabling the company to effectively connect businesses to their markets across all continents. The group's geographic reach extends to more than 150 countries through its worldwide transit network, making it one of the most far-reaching logistics players at the international level. This exceptional coverage is the result of decades of expansion and strategic acquisitions that have allowed Toll to gradually establish itself in the world's major markets.

In its home market of Australia and New Zealand, the group ensures particularly dense logistics coverage. The Australian network relies on more than 650 depots and service centers, enabling it to serve both major metropolitan areas and the most remote regions of the country. This strong local presence allows Toll to manage more than 100 million items transported annually across this territory, from major coastal cities to isolated outback communities.

• Australia and New Zealand: Complete territorial coverage with more than 650 depots, serving metropolises and isolated regions with local teams and trusted partners
• Asia-Pacific: Presence in 16 countries including China, India, Japan, South Korea, Singapore, Malaysia, Indonesia, Vietnam, Thailand, Philippines, Taiwan, Hong Kong, Bangladesh and Sri Lanka
• Americas: Operations in the United States and Canada, with a transit network covering the entire American continent
• Europe, Middle East and Africa: Presence in several major European economies and the Middle East, with transit capabilities across the entire EMEA region

The Asia-Pacific region is the core of Toll's operations, with more than 300 sites, 14,000 employees, 3 million square meters of storage space and a fleet of 44,000 vehicles and equipment. This region benefits from several major strategic hubs. In Hong Kong, Toll Global Forwarding's regional headquarters coordinates international transit operations and supply chain management across Asia, Europe, North America and the Middle East. In Shanghai, Toll operates more than 20 logistics facilities in mainland China, enabling deliveries to more than 1,600 Chinese cities. In Bangkok, Toll's logistics hub enables deliveries throughout all Thai provinces within 72 hours and serves more than 4,000 deposit points.

Singapore occupies a particular place in Toll's operation as a critical gateway for regional and international commerce in Asia. The group has opened Toll City there, its flagship logistics hub covering more than 100,000 square meters spread across five levels of warehouses. This state-of-the-art facility illustrates Japan Post's commitment to investing in the development of Toll's Asian capabilities. Through this cutting-edge infrastructure and partnerships with local postal and logistics operators in each country, Toll is able to offer consistent and integrated transport solutions, whether routing an urgent document or managing the complete logistics of a global supply chain.

What are Toll's services and delivery timeframes?

Toll offers a particularly diverse range of logistics services, structured into several specialized divisions covering the entire supply chain. This organization allows the group to meet the most varied needs, from urgent document deliveries to complete logistics management for large industrial groups. Each division has its own expertise and dedicated resources to ensure optimal service in its area of specialization.

For shipments within the same country, particularly in Australia and New Zealand, the carrier generally offers three distinct service levels allowing shippers to choose the best balance between speed and cost according to their constraints. These domestic offerings rely on the group's dense network of depots and sorting centers, enabling exceptional territorial coverage.

• Same Day Service: Guaranteed same-day delivery with immediate pickup of the shipment, ideal for absolute urgent situations requiring delivery within hours of shipment
• Priority Express Service: Next-day delivery before noon to state capitals and major regional centers, with possibility of delivery outside business hours or on weekends
• Standard Service: Intermediate option offering a distribution timeframe of 2 to 5 business days for domestic delivery, at a controlled cost and with full tracking
• Economy Service: Option prioritizing cost optimization through shipment consolidation, with longer timeframes but significantly reduced rates for less urgent shipments

At the international level, Toll Global Forwarding provides several delivery options to meet the varied needs of its global customer base. The group manages approximately 500,000 air and sea shipments annually across its 150-country network. International express services allow shipping a package abroad in just a few days, with pickup and door-to-door delivery. The Next Flight service guarantees shipment on the next available flight for minimal transit time. Standard solutions balance speed and costs over long distances, while economy offerings suit less time-sensitive international shipments.

International transit timeframes naturally vary depending on the destination country, distance traveled, chosen transport mode and any customs procedures. For shipments to Asia from Australia, express timeframes can be 2 to 5 days, while shipments to Europe or the Americas may require 5 to 10 days express or longer in economy service. Toll's expertise in international logistics and customs regulations enables it to ensure smooth shipment across borders while minimizing delays.

• Global Express Services: Division handling urgent deliveries with reduced and guaranteed timeframes at the international level, for shipments requiring maximum speed
• Global Forwarding: Coordination of multimodal transport solutions combining air freight, ocean freight and road transport to ship goods around the world
• Global Logistics: Integrated supply chain management solutions including warehousing, distribution, inventory management and value-added services
• Global Resources: Entity dedicated to mining, oil and gas sectors with equipment and services adapted to demanding environments
• Specialized Services: Customized solutions for sectors such as automotive, healthcare, retail or public sector

Weekend and public holiday deliveries are available for Priority and Same Day services, subject to an additional fee. These options allow businesses with strict time constraints to benefit from service continuity even outside traditional business days. The handling of sensitive goods, such as medical products or dangerous materials, is also possible thanks to the specific expertise developed by Toll teams in these regulated areas.

What are Toll's rates and maximum dimensions accepted?

Toll adopts a personalized pricing policy that varies according to numerous parameters specific to each shipment. Unlike certain consumer carriers that display fixed price grids, the group favors a quote-based approach allowing it to precisely tailor the offer to each client's specific needs. This pricing flexibility reflects the diversity of services offered and Toll's ability to handle shipments of all kinds, from simple express documents to complete supply chain logistics management for industrial operations.

The factors influencing the price of a Toll shipment are multiple and interdependent. The actual weight of the shipment is of course a determining element, but volumetric weight, calculated from the package dimensions, can also come into play when it exceeds actual weight. The destination, distance to travel, chosen transport mode and required service level also significantly impact the final rate. For international shipments, any customs clearance fees and taxes are added to transport charges.

• Maximum weight for express packages: Up to 30 kilograms per package for Same Day and domestic express services
• Freight services: Ability to handle shipments of several tons via road, rail, sea and air transport networks
• Volumetric weight: Calculated by multiplying package dimensions (length x width x height) and dividing by a dimensional factor, typically 5000 for air freight
• Oversized shipments: Ability to handle bulky or irregularly shaped goods thanks to specialized equipment and a diverse fleet

For individuals and small businesses, Toll offers courier services with weight and dimension limits suited to common shipments. Packages intended for Same Day and express services must generally comply with a 30-kilogram limit. Beyond that, shipments transition to freight services that can handle goods of several hundred kilograms or even several tons for industrial shipments.

Restrictions on certain types of goods apply in accordance with international regulations and the group's general transport conditions. Dangerous materials, perishable goods, live animals and certain valuable items may be subject to specific conditions or prohibitions depending on routes and transport modes. For sectors requiring particular transport conditions, such as cold chain for pharmaceutical or food products, Toll has dedicated solutions with refrigerated equipment and temperature monitoring throughout the shipment.

Obtaining an accurate quote is done by contacting Toll directly via its website or through a sales representative. The information to be provided includes the shipment origin and destination, package weight and dimensions, nature of goods being transported and desired service level. For regular customers or businesses with significant volumes, negotiated tariff agreements can be established, offering preferential conditions in exchange for volume commitments.

What are Toll's delivery options?

Toll offers a variety of delivery options designed to adapt to each recipient's constraints and preferences. This flexibility is one of the carrier's major assets, allowing customization of the delivery experience according to each shipment's specific needs. Whether the recipient is an individual wishing to receive a package at home or a business requiring scheduled deliveries to its sites, Toll offers adapted solutions.

Home delivery remains the most common option for shipments intended for individuals. The Toll driver arrives at the address indicated by the shipper and delivers the package directly to the recipient or any authorized person present to receive it. A signature may be required depending on the service type and declared value of the shipment. If the recipient is absent when the driver calls, various alternatives are offered to ensure successful delivery.

• Standard home delivery: Delivery to the indicated address during business hours, with signature of the recipient or an authorized person
• Residential heavy goods delivery: Specific service for bulky or heavy items, ensuring secure delivery to the recipient's home
• After-hours delivery: Option available with Priority services for deliveries outside usual time slots, including evenings
• Weekend delivery: Possibility of receiving a package on Saturday or Sunday for an additional fee, for compatible services
• Scheduled delivery: Ability to arrange a specific time slot for delivery, allowing the recipient to plan accordingly

For recipients unable to be present during delivery, Toll offers practical alternatives. The network of more than 2,000 collection points in Australia allows the recipient to pick up their package at a location near their home or workplace at a time that suits them. These relay points generally offer extended hours facilitating pickup. The Door to Depot option also allows shippers and recipients to deposit or pick up their shipments directly at Toll's service centers and warehouses.

Toll's proactive notification system keeps recipients informed at each key stage of the shipment. Alerts by email or SMS can be sent to signal package departure, passage through a sorting center, imminent delivery or successful delivery completion. These notifications allow the recipient to anticipate receipt and plan accordingly. In the event of an unsuccessful delivery attempt, a notification is immediately sent to inform of the situation and propose available options.

Rescheduling of delivery is possible when the driver's first call was unsuccessful or when the recipient wishes to modify the delivery date or address. This feature accessible via the MyToll online portal or mobile application helps avoid multiple delivery attempts and optimizes the chances of successful delivery. The recipient can thus postpone delivery to a later date, modify the delivery address or opt for pickup at a relay point or Toll agency.

What should I do if my Toll package is lost or damaged?

In case of a problem with a Toll shipment, whether it is a loss, damage or significant delay, a claims procedure allows customers to assert their rights and obtain compensation if applicable. It is important to act quickly and follow the appropriate steps to maximize the chances of a favorable resolution. The carrier has dedicated teams for handling claims and is committed to examining each case carefully.

The first step is to notice and document the problem as soon as possible. For damaged packages, it is essential to preserve the original packaging and its contents in the exact condition as received. Detailed photographs showing external and internal damage constitute valuable evidence to support the claim. For packages presumed lost, it is advisable to check online tracking and ensure the shipment has not simply been delayed or delivered to an alternate address.

• Claims deadline: It is advisable to report any problem as soon as possible, generally within 7 to 14 days following delivery for damage, or after a reasonable waiting period for losses
• Who may claim: Only the registered shipper, that is the person or business that made the booking and paid for transport, is authorized to file a claim
• Required documents: Completed claims form, proof of value of goods (purchase invoices, quotes), photographs of damage, tracking number and shipping documentation
• Processing timeframe: Claims are generally examined and resolved within approximately 28 business days, which may vary depending on case complexity

To file a claim, the customer must contact Toll's customer service, either via the online form available on the carrier's website, or by phone or email. The claims form must be completed accurately, providing all information relating to the shipment in question and clearly describing the nature of the problem encountered. Supporting documents must be attached to support the request.

The carrier's liability and indemnification amounts depend on the applicable general conditions of transport and any insurance options subscribed when shipping. By default, the carrier's liability is generally limited to an amount calculated on the basis of the shipment's weight, in accordance with international transport conventions. This limitation may prove insufficient for valuable goods, hence the importance of subscribing to additional insurance when shipping if necessary.

The optional transport insurance offered by Toll allows coverage of the total value of goods in the event of loss or damage occurring during transport. This additional coverage is particularly recommended for shipments of significant value or fragile goods. The exact coverage conditions, exclusions and claims procedures are detailed in the insurance general conditions available from Toll. In case of persistent dispute, recourse to a mediator or the courts remains possible, although the amounts involved often make this option economically unfavorable.

Does Toll handle international shipments and customs procedures?

International transit and customs procedures management constitute one of Toll's major areas of expertise. Thanks to its worldwide network covering 150 countries and specialized teams in international commerce, the group is able to support its customers through all stages of their cross-border shipments. Whether for imports or exports, Toll offers comprehensive services integrating transport itself and all associated administrative and regulatory procedures.

Toll Global Forwarding, the group's international freight division, coordinates multimodal transport solutions combining air freight, ocean freight and road transport according to timeframe constraints, cost and nature of goods. Each year, this division manages approximately 500,000 air and sea shipments worldwide. Services offered range from simple airport-to-airport or port-to-port movement to complete door-to-door solutions including pickup at the shipper and final delivery to the recipient.

• Air freight: Solutions for urgent shipments with short transit times, ideal for valuable or time-sensitive goods
• Ocean freight: Regular, secure and economical options for bulky or heavy shipments not requiring rapid delivery
• Multimodal transport: Optimized combination of different transport modes (air, sea, road, rail) according to routes and constraints
• Project services: Complete logistics management for complex industrial projects requiring special equipment transport

Customs procedures are handled by Toll's international commerce expert teams. These specialists master the customs regulations of different countries and are able to prepare all documents required for customs clearance. Their involvement minimizes the risks of delays related to declaration errors or incomplete documents, while ensuring compliance of operations with current legislation.

Common shipping documents required for international shipments include the commercial invoice detailing the nature, quantity and value of goods, the bill of lading or air waybill attesting to the carrier's acceptance of goods, the packing list specifying the contents of each package, and the certificate of origin when required by the destination country. Depending on the nature of goods, additional documents may be necessary, such as export licenses, sanitary or phytosanitary certificates, or dangerous goods declarations.

• Commercial invoice: Primary document used by customs to determine duties and taxes, detailing sold goods
• Bill of lading or transport document: Transport document attesting to the carrier's acceptance of goods and serving as proof of ownership
• Packing list: Detailed description of the contents of each package including weight, dimensions and marking
• Certificate of origin: Attestation of goods provenance, sometimes necessary to benefit from preferential customs rates

Customs duties and import taxes are generally the responsibility of the recipient or importer, unless otherwise agreed between the parties. Toll can offer different incoterms options (international commercial terms) allowing clear definition of the division of responsibilities and costs between shipper and recipient. DDP options (Delivered Duty Paid) for example include payment of duties and taxes by the shipper, while DAP options (Delivered At Place) leave these charges to the recipient. Additional timeframes related to customs clearance vary depending on countries and nature of goods, but Toll's expertise generally allows optimization to the maximum.

Understanding tracking statuses

When you track a Toll package online via the MyToll portal or mobile application, various statuses may appear to indicate your shipment's progress through the logistics network. These statuses are updated in real time at each key stage of the shipment, providing complete visibility of your package's journey from pickup to final delivery. Here are the main statuses and their meaning: