COVID-19 update: Sendle continues to deliver! Find out what we are doing to ensure your shipments are delivered reliably and safely.

The delivered parcel can’t be found

If you’ve noticed a ‘delivered’ tracking update on your tracking page but the parcel hasn’t actually been delivered yet, it could be because the driver scanned it in advance (sometimes they’re too efficient!).

Most often it’s nothing to worry about and the parcel should be with the receiver by the end of the day. 

If you’re worried the parcel is missing: Ask the receiver to check around their premises – sometimes the driver will leave it somewhere out of harm’s way (but it might not be obvious)!

If that doesn’t help, you can launch an investigation via your Sendle dashboard by clicking ‘Late parcel enquiry’. Then fill out the details and we’ll get onto the case! (You can also see if there’s an investigation already underway from your dashboard too.)n

Already lodged an investigation? Just keep an eye on your tracking page for real-time updates. You don’t need to do anything else – we’ll have the results of the investigation back to you within 7 business days. Yep, this is part of your Sendler Rights.

Depending on the outcome of your parcel’s investigation and your eligibility, you may be able to submit a claim for cover from the parcel’s tracking page in your dashboard. From there, we’ll get in touch with you about the cover claiming process.

 

Get instant support

If something goes wrong with your delivery or you need to make a change to your order, use the Sendle Toolbox on the parcel tracking page.

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You will need your six-character Sendle reference number.

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