Delivered status but parcel not received

On this page:

Delivery location photo
Missing or stolen parcel

If your parcel was sent using one of our trackable services and is showing as ‘delivered’ but you haven’t received it, there are a few things you can check:

• Has it been left in a safe place? This could be in your mailbox, or under or behind something.
• Has anyone else at your address accepted the item?
• Has the sender confirmed that it was sent to the right address?
• If you live in an apartment, or at an address with multiple residences, has your parcel been taken to reception or a mail room?
• If you’re at work, check with reception or the mail room, or ask if your workplace redirects mail to a Post Office Box.

If you’ve checked these things and still can’t locate your item, send us an online enquiry on our late or missing item form.

The online enquiry form asks for the details we need to help with your enquiry as quickly as possible.

Delivery location photo

When we leave your parcel in a safe place, the driver usually takes a photo of where they left it. You can view the delivery location photo, if there’s one available, by entering your tracking number on our late or missing item form. It’s even easier to check delivery location photos if you’ve got the AusPost app.

If the delivery location photo doesn’t help you find your parcel, or there’s no photo available, you can complete the late or missing item form to submit an enquiry.If the photo shows that your parcel has been delivered to the wrong address, you can complete the form to submit an enquiry. You can get faster help enquiring online, as we can share your enquiry directly with the relevant driver and delivery centre.

Missing or stolen parcel

If your delivery location photo shows that your parcel was delivered correctly but it’s no longer there, contact your local police to report a stolen parcel.

If your parcel was delivered to an unsafe location, and you think it’s been stolen, send an online enquiry on our delivery issue form.

If you let us know your parcel was delivered to an unsafe location, we’ll make note of it so drivers don’t leave parcels there for future deliveries.