Parcel not delivered

Getting your parcels delivered quickly and safely is our top priority. So you know when to look out for your parcel, every Sendle order includes a delivery estimate. Please note, your estimate is based on how long parcels typically take to travel the parcel route in the booking and is not a guaranteed delivery date.

The good news when it comes to late parcels is that almost all (over 98%) 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’s been no update to the tracking information, you can find everything you need to know below.

First things first, check the tracking

Every parcel with Sendle is given a unique order reference number and tracking link which is emailed to the recipient when the parcel is collected. If you are receiving a parcel and only have the order reference number (not the tracking link, or any emails) you can view your tracking updates from our dedicated tracking page. If you don't have any tracking information, please contact the sender and they will be able to check for you.

It might be a scanning delay

Sometimes, there are scanning delays 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 has hired extra drivers who do not have scanners.

If you are the sender and you notice that your parcel has it is passed the delivery estimate, please check with the receiver before launching an investigation into the whereabouts of your domestic parcel.

 

My domestic 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. If you are still getting updates, we are working to get the parcel delivered as soon as possible.   
  • Please 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 during this 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, you can launch an investigation using the Sendle Toolbox directly in your Sendle dashboard.

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 in a safe place 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.
  • It was accidentally scanned as delivered when it was meant to be scanned as in-transit. Wait a day to see if it receives an additional tracking scan.

My international parcel has not been delivered

To follow up on an international delivery you (or your overseas receiver) will need to check with the postal or customs authority in the destination country directly. There is some important information that only these authorities will be able to provide, such as:

  • Information about customs, import tax and duties payable or how to request specific delivery instructions. Enquiries about where the parcel is or why it has been held up,  or what is going on, if a tracking update doesn't seem right.

For each order, both you and your receiver will be provided with a local reference number, which can be quoted to the postal authority directly in order for them to locate an order.

We work with global postal providers around the world to handle the last-mile of your deliveries, and so it's always a good idea to direct any delivery questions to them directly - they will have much better visibility into your parcels whereabouts and status, and can provide specific information into their unique delivery processes.

Please note, your parcel will not receive any tracking updates whilst it's in the air, so it’s normal for there to be a period with no tracking. This is nothing to worry about.

Getting help

The Sendle Toolbox is the simplest and quickest way to launch an investigation for your parcel, directly in the dashboard.

The other option is to contact the Sendle support team who are on hand and happy to help. You can contact us here, including your Order Reference Number with the enquiry.

You can expect a reply within 1 working day. 

Sendle's operating hours at Mon–Fri 9am–5:30pm AEST. 

Can't find what you're looking for?

Contact us