My delivery hasn't arrived and it is now past the estimated delivery timeframe

Sometimes deliveries do take longer than the estimated timeframe we provide. In the checkout under delivery method we provide estimated delivery timeframes for each service available for your order, they are based on 13+ years experience sending over 5 million orders. We base our estimates on your post code (some are worst than others), state, weight and the timing of when your order is placed. Some options even have popup warnings, which you have to pre-tick to acknowledge.

All of this information is provided to help you when placing your order. We understand some orders are either urgent or needed in the next few days, therefore you wouldnt want to choose the free untracked letter option, that option is the most unreliable of all the services we offer, we know this from customer feedback, sometimes it arrives in 4 days, even though we may have quoted 8-12 days and then next time it takes 14 days? It doesnt make sense does it but it is what it is, Aust Post is a big beast and we just dont have any influence on how quickly they deliver. Recently changing the number of times they deliver untracked letters from daily to every 2nd day hasnt helped consistency. That is why we provide so much information during the order process and provide wide estimates, we think its better to provide the worst case scenario rather than best case scenario. We have even added insurance to cover for deliveries that don't arrive within the timeframe provided. The exception is StarTrack Premium, the data we provide is pretty accurate and can be trusted 99% of the time.

After placing your order, we will email you with the estimated delivery time, the address it is going to and the service you choose. Once the order has been shipped and a tracking service has been selected, it will have a tracking number, to find the most upto date tracking information, click on the link we provided in the email when your order was despatched.

When orders are outside of the estimated, first check your tracking and lodge an enquiry with the company it went with, if you have no success then email us and we will step in and take over.

If you choose an untracked option it wont have tracking and the estimated are just that, an estimate, and unless insurance is selected, if it is late there is a 5 business day wait before we will resend or refund. Refer to this link untracked letters