Missing or lost item

Deliveries sent overseas

Please get in touch if your:

• International Courier or Express item hasn't arrived within 1 business day of the estimated delivery time
• International Standard item hasn't arrived within 10 business days of the estimated delivery time
• International Economy or Airmail item hasn't arrived within 3 months of posting
• International Post Registered item hasn’t arrived within 25 business days of posting

For current information on any issues affecting overseas deliveries, see international service updates.

Deliveries coming from overseas

Once we’ve received your parcel, you can track it using the AusPost app or our online tracking tool. 

If your parcel doesn’t arrive on the expected delivery date, it may be delayed. Please allow 10 business days for a delayed parcel to arrive, before making a late item enquiry.

Deliveries coming from overseas

Once we’ve received it you’ll be able to track the parcel using the AusPost app or our online tracking tool. Please wait until 15 business days after the expected delivery date before making a late item enquiry.

Deliveries sent overseas

Please get in touch if your:

• International Courier or Express item hasn't arrived within 1 business day of the estimated delivery time
• International Standard item hasn't arrived within 10 business days of the estimated delivery time
• International Economy or Airmail item hasn't arrived within 3 months of posting
• International Post Registered item hasn’t arrived within 25 business days of posting

Please see our international updates for the latest issues affecting overseas deliveries.

 

Incoming international items
While Australian customs authorities will try to process all parcels as fast as possible, it may take up to 15 days to complete.

If duties are payable or there are other reasons your item needs to be held, it may take longer to be released. If this happens, they’ll let you know directly.

Outgoing international items
Unfortunately, we cannot provide any advice regarding how long a parcel you’ve sent overseas will take to be cleared by an overseas customs authority. The recipient of the item can contact their local customs authority for further assistance or clarification on clearance times. 

When mail is held for an extended period or delayed by customs or quarantine authorities, they’ll get in touch with the addressee directly via a written letter to let them know.

If you see the tracking status ‘possible delay’ when tracking your item or in tracking notifications, this might also indicate that your item has been delayed by customs. If your item is experiencing significant delays, please log an enquiry with the postal service that you lodged the item with.

Delivery timeframes for international services vary depending on where the item’s being sent and, if applicable, exclude time in customs. Areas outside of metropolitan cities might also take longer to be delivered.

If your international parcel or letter hasn't been delivered as expected, there are a few things you can check:

• calculate postage and delivery times for usual delivery timeframes for each country (but please note these can't be guaranteed)
• track your item to view its progress (if it was sent using a trackable service)
• check the address details to ensure the item was correctly addressed
• check with the recipient if they've received notification that the item couldn't be delivered or that it's waiting to be collected.

Following these steps, if you believe your international mail item is missing, please complete our missing item form so we can help.