Taking longer than expected

On this page:

Step 1 - Check for tracking updates or delays
Step 2 - Contact the sender
Step 3 - Send us an enquiry
Essential medication, urgent, high value or sentimental items

The parcel you’ve been waiting for hasn’t arrived yet? We’re sorry about that. While we do everything we can to ensure your parcel arrives on time, sometimes there can be delays. 
 
A delay doesn’t mean your parcel won’t arrive or that it’s gone missing. Most delayed parcels arrive within 5 business days of their expected delivery date. 
 
If your parcel hasn’t arrived as expected, follow the steps below for help:  

Step 1 - Check for tracking updates or delays 

Check for tracking updates on our tracking tool or the AusPost app. 
 
If there’s a delay and we know your parcel is affected, we’ll indicate this on the tracking tool. This could be an info alert or an updated expected delivery date. 

Known service delays and disruptions

For deliveries within Australia, check for delays or disruptions on domestic service updates.

Step 2 - Contact the sender 

Check with the sender that the parcel details are correct, including the:

• tracking number 
• address

Check that they’ve packed and sent the parcel, especially if you’ve noticed the tracking status has been ‘Pending’ or ‘Ready for processing’ for more than a week. 
 
It’s helpful to contact the sender because:

• senders have specific parcel details like the packaging, address and contents 
• senders can resolve your enquiry in line with their own policies

The sender can raise an enquiry with us on your behalf, if needed. We’ll work with them to locate your parcel or resolve the enquiry. 

Step 3 - Send us an enquiry

If the sender can’t assist you, raise an online enquiry with our late or missing item form. 
 
We’ll monitor your parcel for any updates. If your parcel hasn’t been delivered by 10 business days after the expected delivery date, we’ll investigate further. 

Business senders

• If you’re a MyPost Business sender, visit the MyPost Business Support Portal. 
• If you’re a Business contract sender, visit the Business Support Portal.

Essential medication, urgent, high value or sentimental items 

Essential medication

If your parcel contains essential medication and it is late or missing, please contact us. 

Urgent, high value or sentimental items

These items include:

• passports or foreign currency for urgent travel 
• time sensitive documents 
• clothing for a wedding party member, or a funeral 
• sentimental items that can’t be replaced
  

If your parcel containing an urgent, high value or sentimental item is late or missing, please contact us.