BAGBOYZ® HELP CENTRE
Frequently Asked Questions
Answers about booking, pricing, coverage, airports, stations, cruises, storage, insurance and cancellations.
Find quick answers to the most common BagBoyz® questions. Learn how pickup, storage and return works, what we collect, where we meet, how pricing is calculated and what to expect before booking.
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YOUR QUESTIONS ANSWERED
Quick Answers Before You Book
Use the sections below to find answers about BagBoyz® bookings, pricing, coverage, airports, train stations, seaports, insurance, storage rules and cancellations.
For the fastest answer on price, use the calculator. For booking details, start with the booking form.
Browse FAQ Topics
Use the sections below to find answers about BagBoyz® bookings, pricing, coverage, airports, train stations, seaports, insurance, storage rules and cancellations.
For the fastest answer on price, use the calculator. For booking details, start with the booking form.
Table of Contents
How BagBoyz® Works
Start here if you are new to BagBoyz® and want to understand the service before booking.
What does BagBoyz® do?
BagBoyz® collects your luggage by appointment, stores it securely and returns it later when and where agreed.
We are not a locker or walk-in shopfront.
We are a mobile luggage storage and return service.
Is BagBoyz® a locker service?
No. BagBoyz® is not a locker. We collect your bags by appointment, store them securely, and return them later where agreed, so you do not have to backtrack to collect your luggage.
How does pickup, storage and return work?
BagBoyz® collects your luggage from an agreed location, stores it securely, and returns it later when and where agreed.
Your booking includes the pickup location, return location, dates, times and number of items.
Booking & Pricing
Questions about booking, prices, items, payments and how the service works.
How do I book with BagBoyz®?
Book online through the BagBoyz® booking form. Choose your pickup location, return location, dates, times and number of items, then follow the steps to confirm your booking.
Do I have to book online?
Online booking is the fastest option because it captures the details needed for your booking, pricing and insurance record. If you cannot book online, contact us and we can help you complete the booking.
How is pricing calculated?
BagBoyz® pricing is based on your pickup location, return location, number of items and storage dates. Storage is charged per item, per calendar day. You can check your price before booking.
How much is luggage storage in Melbourne?
Storage is charged at $9 per item, per calendar day, plus any pickup or return fees that apply to your booking. Use the calculator or booking form to check your actual pickup, storage and return price before booking.
What counts as one item?
If one person can lift it and it fits safely in the van, it generally counts as one item. Suitcases, backpacks, duffel bags, shopping bags, prams, golf bags, instruments, bike boxes and similar travel items can usually count as one item each.
Bags packed inside another bag are counted as one item, provided the combined item can be safely lifted and fits in the van. Bags tied, strapped or attached to the outside of another bag may be counted as separate items.
Are there size or weight limits?
Can I pay cash? Do you take Amex?
Do you accept same-day bookings?
Do you offer a Seniors Card rate?
Coverage & Hours
Questions about where BagBoyz® operates and when bookings are available.
Where do you pick up and deliver?
BagBoyz® collects, stores and returns luggage across metro Melbourne by appointment — from the CBD and inner suburbs through to areas such as Frankston, Craigieburn, Dandenong and Werribee.
We also service major travel points, including Melbourne Airport, Avalon Airport, Southern Cross Station, Flinders Street Station, Station Pier, Port Melbourne, Geelong CBD and Spirit of Tasmania Quay in Geelong by arrangement.
Tell us the exact pickup and return locations when booking and we will confirm availability.
Are you open 24/7?
Yes. BagBoyz® operates 24/7 by booking, including weekends and public holidays.
Bookings are managed by available time slots, so if your preferred time is not showing, choose the closest suitable option or contact us to check availability.
Is there a time limit for storage?
No. BagBoyz® can store luggage for a few hours, a full day, several days, weeks or longer periods by arrangement.
Storage is charged per item, per calendar day. Long-term rates apply for storage over 45 days and are shown in the booking form before you commit.
How quickly can you collect?
Same-day pickup may be available, subject to booking slots and location.
If we are not already nearby or booked in that area, the next available pickup is usually at least an hour away. During busy periods, major events, cruise days or airport peaks, earlier booking gives you the best chance of getting the time you want.
Airports, Stations & Seaports
Questions about airport pickups, train stations, cruises, ferries and meeting points.
Do you meet at Melbourne Airport?
Yes. BagBoyz® can collect and return luggage at Melbourne Airport by appointment.
For most Melbourne Airport handovers, we meet outside / kerbside, not inside the terminal. Pickup and return points depend on whether you are arriving or departing, but common meeting areas include T1, T2 and T3 on Departure Drive and T4 public drop-off on Level 2 of the T4 car park.
We confirm the exact meeting point before handover.
Do you service Avalon, Essendon Fields and Moorabbin?
Yes. BagBoyz® can service Avalon Airport, Essendon Fields and Moorabbin Airport by appointment, subject to availability, access and booking details.
These locations are useful for regional flights, private flights, charter flights, golf trips, aviation training and luggage that does not easily fit in a car.
What if my flight is delayed?
Tell us as soon as you know your flight is delayed.
Where flight details are provided, we may monitor arrival timing, but you should still contact us if your arrival time changes.
We allow sensible buffers for airport bookings, but significant delays may affect later confirmed bookings. If we cannot wait without affecting another customer, we will offer the next available handover time or another practical option.
How do Southern Cross Station pickups work?
BagBoyz® usually meets outside / kerbside at Southern Cross Station, not inside the concourse.
Common meeting points include the Spencer Street pickup / set-down area, outside Mövenpick Hotel near Spencer and Bourke Streets, or the coach bays if arranged. For larger groups, the coach bays may be more suitable and additional fees may apply.
Do you collect from Flinders Street Station?
Yes. BagBoyz® can collect and return luggage at Flinders Street Station by appointment.
For many Flinders Street bookings, we meet in the Swanston Street loading zones at the river end of the concourse. We confirm the exact outside/kerbside meeting point before handover.
Do you collect from Station Pier for cruise passengers?
Yes. BagBoyz® can collect luggage from Station Pier by appointment for cruise passengers.
We meet outside / landside, not inside restricted terminal or security areas. The exact meeting point can depend on cruise operations, traffic, access and passenger flow, so we confirm the best nearby meeting point before handover.
Do you service Spirit of Tasmania Quay in Geelong?
Yes. BagBoyz® can help with Spirit of Tasmania luggage pickup and return by arrangement.
For Spirit of Tasmania bookings, we usually meet outside / landside at the public pickup / set-down area at Spirit of Tasmania Quay, 136 Corio Quay Road, North Geelong. Access and traffic can vary, so we confirm the exact meeting point and ETA before handover.
Can you move bags between airports, stations, seaports and accommodation?
Yes. BagBoyz® can collect luggage from one agreed location, store it securely and return it later to another agreed location.
Common examples include airport to hotel, hotel to airport, Station Pier to Melbourne Airport, Southern Cross Station to accommodation, CBD to Station Pier, and Spirit of Tasmania / Geelong to Melbourne or Avalon Airport.
The booking form confirms the locations, timing and price before you commit.
Security, Insurance & Liability
Questions about luggage care, insurance, locks, valuables and customer responsibility.
How are my bags stored?
Your bags are collected by appointment and stored securely while in BagBoyz® care. Depending on the booking schedule, bags may be stored at our secure storage location or remain with BagBoyz® between pickup and return.
Each item is handled as part of your booking record from pickup to return.
Should I lock my bags?
Yes. We recommend locking all luggage with a TSA-style lock or similar where possible.
Locks help protect your belongings and make handovers clearer. Please keep keys, passports, medication, travel documents, electronics, jewellery and other valuables with you.
What items should I keep with me?
We recommend keeping valuable, essential, fragile, medical, electronic or difficult-to-replace items with you where possible. This includes passports, travel documents, cash, jewellery, medication, laptops, phones, cameras, CPAP machines and fragile souvenirs or gifts.
Are my items insured?
BagBoyz® carries business insurance, but not every item or situation is covered. Coverage depends on the circumstances and the item type.
You should not pack valuables, cash, passports, medication, fragile items, perishables, heat-sensitive items or dangerous goods in stored luggage. For full details, check the BagBoyz® insurance and terms pages before booking.
Do you take photos or use tamper seals?
We may take photos or record item details at pickup where needed. This helps confirm the items collected and supports clear handover records.
If you need a specific handover process, tell us before pickup.
Can I store fragile items?
Fragile items should be avoided where possible. If you need to store something fragile, tell us before pickup so we can confirm whether it can be safely handled.
Fragile items are stored and transported at the customer’s risk unless otherwise agreed in writing.
What can’t you store?
BagBoyz® does not store dangerous goods, illegal items, open drinks, perishables, food likely to spoil, items that leak, unsecured sharp objects, offensive materials or anything unsafe to lift, carry, store or transport.
Heat-sensitive items and fragile items should not be stored unless discussed before booking.
Do you have a public drop-off address?
Changes, Delays & Cancellations
Questions about delays, changes, cancellations, refunds and missed handovers.
Can I change my pickup time or location?
Yes, subject to availability. Contact us as early as possible if you need to change your pickup time, return time, pickup location or return location.
Changes may affect availability, routing and price, so we will confirm any updated details before the booking changes.
What if I’m running late?
Contact us as soon as you know you are running late.
Short waits may be possible, subject to availability and other bookings. If the delay affects later confirmed bookings, we may need to move your handover to the next available time, offer another practical option or apply waiting / rescheduling charges in line with our Terms and Conditions.
What if my flight, train or cruise is delayed?
Tell us as soon as you know there is a delay.
Where flight, train or cruise details are provided, we may monitor timing, but you should still contact us if your arrival or departure time changes. Significant delays may affect later bookings, so we will confirm whether we can wait, adjust the handover time or offer another option.
Can I add or remove items after booking?
Yes, subject to space and availability. Contact us before pickup if you need to add or remove items.
Extra items may change the price. Removed items may still incur the booked charge if notice is too late and capacity has already been held for your booking.
What is your cancellation policy?
Cancellation terms depend on the timing of the cancellation and the booking details.
If you need to cancel, contact us as soon as possible. Refunds, partial refunds, credits or rescheduling options are handled in line with our Terms and Conditions.
How do refunds work?
Approved refunds are usually returned to the original payment method.
Merchant fees, payment processing fees or costs already incurred may be deducted where applicable. Refunds are handled in line with our Terms and Conditions.
Can you do special deliveries or split returns?
How do I contact support?
Book your BagBoyz® luggage pickup, storage and return online, or contact us if you need help before booking.