Amazon Fulfilment Carrier Central User manual

Carrier Central User Manual for delivering to

Australian Amazon Fulfilment Centres

Last Updated: 16th November 2022

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© 2021, Amazon.com, Inc. or its affiliates. All rights reserved.           2  
  
Table of Contents 
INTRODUCTION ......................................................................................................................................................................... 3 
SAFETY AT AMAZON .................................................................................................................................................................. 3 
AMAZON’S AUSTRALIAN FULFILLMENT CENTRE NETWORK ....................................................................................................... 4 
DELIVERY DAY LOADING STANDARD ......................................................................................................................................... 5 
PALLET LOADING ....................................................................................................................................................................... 6 
DOUBLE-STACKED PALLETS ....................................................................................................................................................... 7 
FLOOR OR FLUID LOADING ........................................................................................................................................................ 7 
PALLET STANDARDS .................................................................................................................................................................. 8 
TRUCK TYPES ............................................................................................................................................................................. 9 
DELIVERY TYPES BY FC ........................................................................................................................................................ 10 
PALLET POOLING ................................................................................................................................................................ 10 
FREQUENTLY ASKED QUESTIONS (FAQS) ............................................................................................................................ 11 
CONTACT INFORMATION .................................................................................................................................................... 12 
APPENDIX 1 – PALLET STANDARDS ..................................................................................................................................... 12 
APPENDIX 2 – LOAD STANDARDS ........................................................................................................................................ 16 
 
 
  

1. Introduction

The goal of this document is to keep vendors and carriers up-to-date on appointment scheduling and delivery

processes for freight/parcel delivery to an Australian Amazon Fulfilment Centre (FC). This document is scoped

only for pre-paid freight and does not include Amazon-contracted shipping scenarios such as outbound or

inbound collect freight. Please feel free to share this document within your company. Compliance throughout

the entire appointment-to-delivery process is very important in reducing delays and improving your overall

experience.

2. Safety at Amazon

The safety of everyone at Amazon is our Number One priority. This not only pertains to Amazon employees, but

contractors and visitors as well.

Our Culture of Safety drives all of our decisions and processes. Changes in process are reviewed by our

Workplace Health and Safety teams with thorough Risk Assessments completed, in particular for any process

that involves human and machinery interaction.

Whilst some of our processes may differ to your business practices, understand that each process and procedure

is established practice World-Wide at Amazon with a “Safety First” mindset.

Please note that for all inbound loads, each site will assess the safety and suitability for unloading in a safe and

secure manner and make a final decision. In the event that they decide to reject a trailer, they will provide the

reason for rejection to the driver and also log the rejection reason via an internal I.T. System for record keeping

purposes. NOC will notify the carrier dispatch team of the rejection reason.

3. Amazon’s Australian Fulfilment Centre Network

Amazon has multiple Australian Fulfilment Centres (FCs). Each building is named with a 4-character code:

FCs

Address

BNE1

42-52 Export Street, Lytton, QLD 4178

BWU1

23 Centenary Avenue, Moorebank, NSW 2017

BWU2

13 Emporium Avenue, Kemps Creek, NSW, 2178

MEL1

29 National Drive, Dandenong South, VIC 3175

MEL5

103 Palm Springs Rd, Ravenhall, VIC, 3023

PER3

60 Paltridge Road, Perth Airport, WA 6105

VANA

19b Interchange Drive, Eastern Creek, NSW 2766

VANB

3/47-53 Moxon Road, Punchbowl, NSW 2566

While our hours of operation will likely change over time, we currently receive freight during the following

times.

FCs

Monday - Friday

Saturday

Sunday

BNE1

7:00 – 16:00

N/A

BWU1

7:30 – 17:00

N/A

BWU2

7:30 – 16:30

8:00 - 16:30

7:30 - 16:30

MEL1

7:00 – 16:00

7:00 – 15:30

N/A

MEL5

7:00 – 16:00

7:00 – 15:30

N/A

PER3

7:30 – 16:00

N/A

VANA

06:00 – 10:00

N/A

VANB

08:00 – 12:00

N/A

The following sites can receive deliveries outside of normal business hours.

FCs

Monday - Thursday

BWU2

18:00 – 03:00

4. Delivery Day Loading Standard

Delivery - The ISA IDs must be given to the guard shack to enter the yard. All vehicles will be denied access at

the FC security gate without an ISA with the exception of SPD’s (see below).

• Please ensure that the driver backs into the dock door specified by the guard shack. Drivers must follow

all instructions from Guard Shack and FC Staff. This includes waiting in specified areas and not

wandering around the yard. Drivers must wear a Hi-Viz vest and enclosed safety shoes.

• Good Driver behaviour is paramount. Anyone who is Disrespectful or Abusive will be escorted off site.

• If the actual number of pallets in the shipment differs from what is in the appointment, the shipment

may be rejected.

• All ISA Bookings must arrive on pallets. If 15 parcels or less, please deliver via the SPD process

EXCEPTION: Some Direct Import containers may be delivered as Floor Load subject to approval and

prior arrangement with site Operations Leadership at BNE1, BWU2, MEL1 and MEL5 (see below)

• A copy of the BOL, Delivery Docket or POD must be sighted by the FC – this can be hard copy or via an

electronic device. This must include Pallet and Unit quantities

• Pallets delivered in vans or on utilities are acceptable and are subject to the following conditions:

▪ There should be a minimum of 30cm clearance at top of door for pallet egress

▪ There should be sufficient sideways clearance for pallet to be removed – barn doors are

preferable

Small Parcel Deliveries (SPD’s)

• Please refer to the following Vehicle Matrix to see what vehicle types are accepted at each site

• Deliveries for SPDs (15 loose parcels or less) are accepted without an ISA

• Parcel size for SPD’s is restricted to 63.5cm*63.5cm*63.5cm.

• Drivers must follow all instructions from Guard Shack and FC staff

Please refer to the Vehicle Matrix below for allowable vehicles per FC

VEHICLE TYPE

BNE1

BWU1

BWU2

MEL1

MEL5

PER3

Moped or Motorbike

No

Sedan

Yes

No

Yes

No

Yes

Wagon

Yes

No

Yes

No

Yes

SUV

Yes

No

Yes

No

Yes

People Mover

Yes

No

Yes

No

Yes

Van

Yes

Utility – Tub or tray

Yes

No

Yes

Truck – Open tray

Yes

Truck – Enclosed or Tray

Yes

5. Pallet Loading

Amazon FCs will accept wooden pallets of standard sizes. Cardboard and particle board, or ‘skid’ pallets are not

acceptable. Refer to pallet standards section for more information

Domestic Transport

• Australian Standard pallets (1165mm x 1165mm) are preferred. All pallet types are accepted (not

skids). See page 8 for definitions and examples.

• Ensure product is shrink-wrapped to the pallet to ensure the load is stable and secure, and to prevent

items from falling off. (It is acceptable for large items to be strapped to pallets)

• Recommended Maximum Weight for pallets is 1000kg. Any pallet in excess of 1000kg will be subject to

an assessment by each individual FC as to whether or not it can be safely unloaded, depending on their

equipment capability.

• The maximum height is 1.8m including the pallet base (EXCEPTION: 1.6m at BWU1 and MEL5 due to

physical limitations) Shipments will be rejected as unsafe if they are above the maximum height.

• Shipments will be rejected as unsafe if they are above the maximum height. Do not ship products in

Shuttle Containers (pallet-sized cartons).

• Do not ship products in Shuttle Containers (pallet-sized cartons).

• Cartons may not overhang the pallet on any side.

• The below table refers to acceptable ISO Standard pallet sizes as used Internationally

6. Double-Stacked Pallets

Whilst Double Stacking can increase trailer utilisation, it can also create additional safety issues. All sites

(except PER3) accept Double Stacked Pallets via Side-Unload Trucks

Examples of poor double stacking (See Appendix 2) include:

• Different height pallets alongside each other which led to the pallet being unloaded hitting the next

pallet and dislodging it

• Loose parcels on top of the second layer, not visible to the forklift operator and falling to the ground

• Pallets being too close to each other / too tightly packed causing the pallet alongside the one being

unloaded to be dislodged

• Product not being shrink wrapped to the pallet itself, causing the product to fall to ground when the

pallet was moved

Some basic guidelines to loading double stacked pallets include;

• Ensuring pallets are not shrink wrapped together

• Keeping pallets on the base level all at an even height for stability

• Loading pallets so that the risk of dislodging another pallet is minimised e.g. spacing

• Ensuring there is forklift access to each pallet

• Make sure the product is wrapped to the pallet for security whilst being moved

Rear Unload Trailers can be double stacked for MEL1 and BWU2 with more FCs to come online shortly. Some

additional requirements exist for rear unload trailers:

• Ensure the bottom layer of pallets are flat for stability

• A minimum of 300mm remains at the top of the trailer or container to allow enough room for the

forklift to safely remove pallets.

• Pantech Trailers are preferred. If a Tautliner is used, ensure that all pallets are correctly secured per

COR

• The trailers are suitable for a Forklift to access, with floors in good condition (no rust, holes etc.)

7. Floor or Fluid Loading

BNE1, BWU2, MEL1 & MEL5 can accept floor fluid loaded (non-palletised) containers. The container is required

to be left for a minimum of 24 hours to allow for unload. Currently, we do not support live unload of floor

loaded containers.

Note: MEL5 requires the container to be unloaded via crane truck

Maximum Package Dimensions for Floor Loading:

Length: 914mm

Width: 736mm

Height: 558mm

Weight: 22.68kg

8. Pallet Standards

What is the difference between a Pallet and a Skid?

• The main distinguishing features are the deck boards. A Pallet will have both Top and Bottom deck

boards, attached to either a stringer (a board running the length of the pallet) or feet. There can be as

few as 3 bottom deck boards.

• A Skid does not have any bottom deck boards.

• The bottom deck boards add strength and stability to the pallet, making it easier and safer to move

with a fork lift.

Pallet Skid

• Damaged pallets are not acceptable

Refer to Appendix 1 for more information on Pallet Standards

9. Truck Types

• Rear unload truck’s height must be at minimum 1100mm and at maximum 1550mm (from ground to

bottom of truck bed).

o For rear unloads that are too high or too low for the rear docks the pallets must be accessible by

a forklift.

o Drivers are NOT allowed to move pallets on their truck. Pallets must be ready to be unloaded

upon arrival.

• We do NOT allow hydraulic tailgate trucks to unload pallets.

• B-Doubles are NOT ALLOWED

• Refrigerated or Reefer trailers are not allowed

10. Delivery Types by FC

Side Unload

Rear Unload

Single Stacked

pallet

Double Stacked

Pallets*

Single Stacked

pallet

Double Stacked

Pallets*

Fluid - dropped

container

BNE1

✓

✓*

✓

✗

✓

BWU1

✓

✓*

✓

✗

BWU2

✓

✓*

✓

✓*

✓

MEL1

✓

✓*

✓

✓*

✓

MEL5

✓

✓*

✓

✗

✓**

PER3

✓

✗

✓

✗

VANA

✓

✗

VANB

✓

✗

*Not shrink wrapped together

**MEL5 Fluid Container must be lifted via Truck Crane onto dock

11. Pallet Pooling

Amazon does not guarantee pallet returns or perform pallet exchanges. We accept AU standard wooden

pallets for domestic shipments and ISO standard wooden pallets for import shipments. We have CHEP and

LOSCAM accounts that you can transfer pallets to per your agreement with those companies (effective date for

transfers is 30 Days from date of delivery) but the entire process is hands-off for Amazon. We do not confirm

any pallet transfers via e-mail/phone/etc. or exchange pallets onsite. If you send us non-pooled wooden

pallets, we will accept the freight, but will not return the pallets.

FC

CHEP

LOSCAM

Contact (disputes only)

BNE1

4000515589

402321

bne1-dockets@amazon.com

BWU1, VANA, VANB

4000367411

211170

bwu1-dockets@amazon.com

BWU2

4000581583

216789

bwu2-dockets@amazon.com

XAU2

4000581583

216789

bwu2-dockets@amazon.com

MEL1

4000345145

323303

mel1-dockets@amazon.com

MEL5

4000567736

321414

mel5-dockets@amazon.com

PER3

4000570625

630616

per3-dockets@amazon.com

If using a pooled pallet supplier, we require all suppliers to apply the equipment management best practices

below:

• Raise all transfers electronically in myCHEP or Loscam Online

• A transfer docket must be provided to us per load. If a docket is not provided upon arrival, we will

reject the load. A POD with a pallet count on it is insufficient for this purpose

• The movement date and effective date should be the day it arrives at the Amazon Fulfilment Centre

(global rules will apply the transfer rule)

• Please ensure that the Amazon Purchase Order Number is quoted as the primary reference

• Any discrepancies must be raised with the pooled supplier within 3 months of delivery. This is based on

timeframes given by CHEP and Loscam. If disputes are not noticed until after 3 months, then Amazon is

unable to help request a correction or reversal of transactions with pooled pallet suppliers. Ensure your

internal processes allow sufficient time to raise any issues

12. Frequently Asked Questions (FAQs)

1. What is the largest truck Amazon can accept?

o We can accept trucks sizes up to and including 24-pallet capacity Semi Trailers.

o An appointment request is only for a single truck, delivering to a single FC. If you are sending two

trucks to the same FC, you will need to submit two appointment requests.

2. How should I communicate delivery window on time compliance with the shipper?

o Please communicate to your shipper (the Amazon vendor) when/if you are unable to deliver

the shipment within the delivery windows on their POs. Amazon gives vendors ample time to

prepare and deliver their products, and does not intervene in vendor/carrier negotiations.

3. My company can only deliver packages to the FC at certain times. Can you please schedule my

freight at certain times?

o We receive freight from a diverse network of carriers and vendors and cannot honour requests

for deliveries at specific times. We may schedule an appointment at any time during our receiving

hours mentioned in section 2 Amazon Australia’s Fulfillment Centre.

4. Can I book several POs on the same shipment?

Yes, you can book several POs on the same appointment, even if they are from different vendors.

All freight on a given truck should be listed in BOL/PRO list and PO list, otherwise it might cause

receiving issue and PQV risk.

5. Can I deliver freight from several appointments at the same time?

If you have several appointments scheduled at different times throughout the day, you may not

deliver them all at the same time. If you would like to deliver multiple shipments consolidated into

a single truck at the same time, you must have all PROs/POs for the shipments on a single

confirmed appointment.

6. What if I cannot make an appointment because I do not have a valid PO for a single shipper’s

delivery?

Attempt to auto populate the PO by only entering the delivery’s “BOL” or “PRO” only and clicking

‘Auto Populate’. If a carrier is unable to auto populate then they can manually enter the PO’s

according to the paperwork provided by the shipper or from carton/pallet label. Please contact

shipper for correct information if the above does not resolve the issue.

13. Contact Information

If Carriers/Vendors/Sellers still need support after go through these Q&A, please contact noc-au-

[email protected] for appointment related queries or 1800-573-337 for Carrier Central account issues.

IMPORTANT: If you are unable to keep a scheduled appointment you MUST call 1800 573 337 (8:30am to

8:30pm AEST) or email noc-au[email protected]

14. Appendix 1 – Pallet Standards

Acceptable Pallets – pallets must be in good condition with no visible damage.

Unacceptable Pallets includes broken pallets, as well as plastic

Unacceptable Skids (No bottom deck boards) examples below

1. Poorly Built

2. Product not wrapped to pallet

3. Broken Pallet – Note the placement of this broken pallet on top of another pallet DOES NOT rectify

the issue. The product should be re-palletized and wrapped to the new pallet.

15. Appendix 2 – Load Standards

1. Double Stack without the required 300mm clearance at the top of the truck, Product not

wrapped to the pallet (bottom pallet) and Fallen product next to pallets which risk being

damaged when pallets are removed

2. Double Stacked pallets which are wrapped together

3. Example of pallets being too close together, with one pallet being damaged whilst loading.

Product dislodged, and no longer wrapped to the pallet.

4. Packages not wrapped to pallets, loose packages on top of pallet

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