Most late parcels arrive within 5 business days of their expected delivery date.
If the delivery is taking much longer than we expected, there are a few things to check before we begin an investigation.
Things to check
If your item was sent using a tracked service you can track it to check the status.
- Card or notification received
Your item may have been delivered to the Post Office. Check if a notification card is in your letterbox or under your door, or if you’ve received an email, app or SMS notification.
- Accepted on your behalf
Check if someone else at home or work accepted or signed for the item on your behalf. If you live or work in a large building, check with building management or the mailroom to see if they have it.
- Delivered to a safe place
Check if your item has been left in a safe place. This could be under or behind something, or in your mailbox.
- Address details
Check the address details with the sender – they may have made a mistake when addressing the item.
- Known service delays
If you are sending or waiting on an item from overseas, you can check for any known international delays by viewing our international updates. Domestic service disruptions are listed on our domestic updates page.
Submit an enquiry
Are you a business customer?
Log in to the Business Support Portal to access priority support, track items and manage your enquiries 24/7.
All other customers
If your enquiry is about the delivery of essential medication, please contact us as soon as you think your item is running late or missing.
For all other deliveries, please get in touch if your:
- domestic item hasn't arrived within 10 business days of the expected delivery date
- 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
To make an enquiry, please complete our missing item form.
Completing the form
- for your contact details
- for the item tracking number
- whether you’re the sender or recipient
- whether the item is a letter or parcel
- how the item was sent (for example Express or Regular Post)
- what the ‘from’ and ‘to’ postcodes were (or your best guess)
- when the item was sent
- for the address on the item
- for a detailed description of the contents.
Once you submit the form we’ll provide you with a reference number (you can also get updates by logging in).
What happens next?
During an investigation, to gather information and work out where your item is, we may contact:
- the sender
- customs and quarantine (for international items)
- the overseas mail authority (for international items)
- the delivery centre that prepared your item for delivery
- lost property at our mail redistribution centre
- the delivery driver
- your local Post Office or the mailroom at your work (depending on where your item was delivered).
We’ll update you as information about your item becomes available. If your item is delivered, we’ll automatically close your case (you don’t need to do anything).
Frequently asked questions