My order hasn’t arrived or arrived late – what can I do?

13 May 2020 05:36

We are sorry to hear about this! We are here to help get this sorted out for you.

If your order has just gone past the delivery estimate provided by AusPost or Star Track we suggest getting in touch with AusPost or Star Track. When following up your delivery, please be sure to ask the customer service team to share any enquiry details with the sender to make it easier for us to help follow up with you. You can find their contact details below:

AusPost - 13 76 78 or online

Star Track - 13 23 45 or online

The tracking shows delivered, but I haven’t received my order.

We see this happen for deliveries to apartment complexes, commercial sites, and larger corporate buildings. Please check with the reception, front desk, and/or mail room or service in the building as they will often have received the order for you.

If you still have not located your order, please get in touch with our team and we will help follow this up for you.

My express delivery didn’t arrive within 1-2 business days, can I get a refund?

Unfortunately not – we utilise AusPost’s eParcel service which is not a part of the AusPost Express Post guarantee.

The delivery timeframes we provide are based on the typical delivery timeframe that we see and most of our customers experience.

The delivery estimate passed more than a couple days ago, what can I do?

If it has been more than a couple days past the delivery estimate provided by AusPost or Star Track, it may be best to get in touch with us so we can help follow this up for you. If you have already created an enquiry, please provide us with the reference number so we can work with you to get a faster resolution.

I have contacted the delivery service but need more support.

In this case it is best to get in touch with us and let our team follow up & handle the investigation from here. If you have already created a delivery enquiry, please provide us with the reference number so we can work with you to get a faster resolution.

The delivery service just said my order has been lost in transit, what can I do?

We are sorry to hear about this, unfortunately we do see delivery partners incorrectly advise that orders have been lost in transit only for them to be delivered a few days later.

Please get in touch with our team and we will follow this up for you. Once we have confirmation if your order has been lost in transit, we will provide a resolution for you immediately. in transit, we will provide a resolution for you immediately.

Only part of my order has been delivered, where is the rest of it?

Large orders or orders with large items may be split into multiple packages due to OH&S requirements. Although these are generally delivered together, due to logistical limitations we cannot guarantee that all articles will be delivered at the same time.

Your tracking information should show the number of packages included in your delivery and provide you with individual tracking status & history for each.

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