We do our best to care for all deliveries entrusted to us. While it is rare, parcels can sometimes go missing or be damaged due to the nature of courier networks. If this happens, here’s what to do:

1. Check tracking: If your parcel hasn’t arrived, it may still be on its way. Use our online tracking to see its current status. If it is marked On Board, delivery is likely imminent, and there may have been an unforeseen delay.

2. Lodge a query: If your parcel hasn’t arrived after a few working days, or if it arrives damaged, you will need to lodge a query. The easiest way to do this is through our website, which can be done anytime and avoids the need to call our Customer Service team.

   
   

How to lodge a query

1. Track  your parcel: On the results page, click Lodge Customer Services Query for your parcel.

2. Provide the following information:

   • Ticket number for your parcel

   • Date and time sent

   • Sender’s and receiver’s full address and contact details

   • Details of the contents, packaging, and value of the item

3. Your phone number and email address so our team can contact you.
   

4. Submit the request: Click Submit Request once the form is complete.

5. Record your query number: This will be needed if you make a claim.

A member of our Customer Services team will investigate your query and respond as soon as possible. Your query will be managed by the branch that most recently scanned your parcel.

1. Lodge a query promptly: If a parcel is missing, misdelivered, or lost, submit a query within 14 days of despatch so we can investigate.
   
2. Progress updates: We will contact you within 1 hours of receiving your query with a progress report and provide regular updates until the parcel is located.
   
3. If your parcel cannot be located and all investigations have been unsuccessful, you can proceed with a claim. We will provide you with a claims link, which you can use to submit your claim through our website.