What if my package is delayed or lost in transit?

We entrust parcels to AusPost, and while delays are uncommon, they can happen (especially in remote areas or peak seasons). If you suspect a delay (e.g., tracking hasn’t updated for several days, or it’s past the estimated delivery), first check the tracking details for any notes. Sometimes attempted deliveries or address issues can cause a hold-up.

If it truly seems lost or stuck, contact us. We can lodge an inquiry with Australia Post on your behalf to locate the parcel. AusPost generally responds and resolves such inquiries in a few days. If a package is confirmed lost, we will of course reprint your order and send it out again at no charge, and we’ll handle the claim with the postal service. Your satisfaction comes first – we don’t want you empty-handed because of a carrier issue.

For delays that are just slow (not lost), unfortunately we both have to wait it out a bit, but we’ll keep you informed and do what we can. Choosing Express minimizes this risk and also comes with insurance.

Rest assured, it’s very rare for a package to go missing. We’ve had an excellent track record. But know that we’ve got your back in the unlikely event something goes awry in shipping.