Most "missing" parcels turn up within a day or two, but here is the fastest way to get answers when tracking has gone quiet or a delivery is overdue.
Step 1 - Check the tracking and the estimated delivery date
Look up your parcel on our Track your order page. Compare the carrier's estimated delivery date with today's date - estimates are in business days from dispatch (we ship from Fyshwick ACT 2609), and carriers allow a few business days beyond the estimate before a parcel is considered late.
A parcel showing "in transit" with no new scans is usually still moving - scans only happen at sorting facilities, so gaps of a few days are normal, especially between states.
Step 2 - Open a case with the carrier
If the parcel is genuinely overdue or the tracking has stalled for more than a few days, open an enquiry with the carrier - as the receiver you can do this directly, and it is usually the fastest path:
- Australia Post: missing item form or 13 76 78. Australia Post notes most late parcels arrive within 5 business days of the estimated delivery date - once that window has passed, lodge the enquiry.
- Couriers Please: 1300 361 000
- Aramex: enquiry via their website tracking page
- Toll: 1300 865 547
- TNT: 13 11 50
Step 3 - Escalate to us
If the carrier cannot resolve it, contact us with your tracking number and the carrier case reference. We will chase the investigation from the sender side and arrange a replacement or refund where a parcel is confirmed lost. If your order is time-sensitive and badly delayed, we can also discuss returning it for a full refund.
Small items sent as letters (no tracking)
Small items like short cables may ship as an Australia Post Letter, which has no tracking. Letter delivery speed varies with your local letter cycle. If a letter seems lost, first ask at your local Post Office for a small bubble envelope - in most cases this uncovers it. If not, contact us: we can request an Australia Post search, and where you have a deadline we can look at sending a tracked replacement while the search runs.
Parcel arrived damaged?
Photograph the parcel and packaging, keep all packaging materials, and report it to us within 7 business days of delivery - see My item arrived damaged in transit.