How to lodge a query

If you have a question about a parcel you’ve sent or are expecting, you can submit your query directly through our website.

Submitting your query online is often faster than calling and can be done at any time convenient for you. We aim to respond to online queries received during work hours within 60 minutes. Queries submitted outside work hours will be addressed on the next working day.

1. On the tracking results page, click the Lodge Customer Services Query for this item button for your parcel.

2. You will be asked to provide the following details:

   • Ticket number for your parcel

   • Date and time the parcel was sent

   • Full address and contact details for both sender and receiver

   • Description of the contents, packaging, and the item’s value

3. Please provide both your phone number and email address so we can contact you through either method.

4. After completing the form, click Submit.
   

A member of our customer services team will investigate your query and respond as soon as possible.

• If the query is raised by the sender, it will be managed by the sending branch.

• If the query is raised by the receiver, it will be managed by the receiving branch.

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