Parcel not delivered

Over 98% of late parcels are delivered within 2 business days of the delivery estimate.

If it has been more than 2 business days since the delivery estimate date and there has been no update to the tracking information in 2 business days, below is the information that you need to get help.

Please note that delivery estimates are estimates only - if your parcel is still being scanned, please sit tight.

1. Check tracking

Every parcel with Sendle is given a unique reference code and tracking link which is emailed to the recipient when the parcel is collected. If you are receiving a parcel and only have a Sendle reference code, you can view your tracking updates at Track your parcel. If you don't have any tracking information, please contact the Sender for an update.

2. Delivery Estimates

A delivery estimate is provided with every Sendle order. This will give you an idea of how long parcels typically take to travel the route of your parcel. It's important to know that this is not a guaranteed delivery date

3. My parcel has not been delivered

Parcel later than the delivery estimate, still getting tracking updates.

  • If you are getting tracking updates, and the parcel is moving in the right direction, please sit tight. Delays are uncommon but can occur in the delivery system as there are lots of moving parts. There is no reason to contact the Sendle team as everything is working as expected.
  • Note: Deliveries interstate can mean that parcels aren't scanned for a few days e.g. A delivery to Perth from Melbourne can take a parcel 4 days in a van. They don't get scanned in transit. 

Parcel later than the delivery estimate, not getting tracking updates.

  • If you have not had a tracking update in a few days, and you are concerned that your parcel is not moving in the right direction, please contact the Sendle support team and quote your order reference.
  • Before contacting Sendle support, please confirm that the delivery address information is correct. The Sendle support team will contact the couriers directly, and ask for a location update. Manually locating parcels and getting a location update may take a few days, and depends on each situation. Either way, the support team will work as quickly as possible to get you a clear answer.

4. My parcel has been scanned as delivered but I don't have it in my hands.

If your parcel has been delivered with a signature, it may be because: 

  • It was signed for by a colleague, family member, friend or neighbour.
  • It has been transferred to a third-party agent to complete delivery and it is still in transit. This is typical for more rural deliveries and is nothing to worry about.
  • Accidentally scanned as delivered when it was being scanned as transit - wait a day and see if it receives an additional tracking scan.

If your parcel has been delivered without a signature, it may be because:

  • It was booked with 'Authority To Leave', allowing the courier driver to leave the parcel on the property.
  • It has been transferred to a third-party agent to complete delivery and it is still in transit. This is typical for more rural deliveries and is nothing to worry about.
  • Accidentally scanned as delivered when it was being scanned as transit - wait a day and see if it receives an additional tracking scan.

5. Scanning Delays

Scanning delays most often occur if a scanner is broken, a parcel has been transferred to a third party agent (local delivery provider) to complete the delivery or if one of our delivery providers have hired extra drivers and they do not have scanners.

In all of these cases, the delivery paperwork will have to be scanned and uploaded before we receive a delivery scan.

If you are the sender and you notice that it is passed the delivery estimate please check with the receiver before asking us to conduct an investigation into the whereabouts of your parcel.

6. Get in touch

If you have ticked off all of these steps, please contact us here and provide your order reference.

You can expect a reply within 1 working day. 
Sendle's operating hours at Mon–Fri 9am–5:30pm AEST. 

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