My parcel wasn’t picked up

Almost all Sendle parcels are picked up the day they are requested. But things happen and small delays with parcel pickup can occur. Don’t worry—with Sendle’s Pickup Guarantee we’ll sort it out.

In this article we’ve covered why delays can occur, and what to do if that happens to you.

Why are there delays?

Common reasons drivers are delayed include:

  1. Traffic is unusually heavy—often due to bad weather, accidents, or events.
  2. The driver has unexpectedly received more shipments than normal. This can mean that: there is no room in the truck for more parcels, parcels need to be delivered first, or they must make it back to the hub for a deadline and can't complete the area’s collections that day.
  3. The driver's handheld scanner is broken, or there is a technology breakdown on the delivery partner's end.
  4. The driver was unable to find your address (it’s helpful if you check that your address can be found on Google Maps. If it can’t be found or shows the wrong location, chances are the driver will have trouble finding it, too).

We’re on it

In a nutshell, if our driver hasn’t picked the parcel up on the scheduled date, we’ll send a dedicated pickup driver the next business day at our cost.* There are some conditions to this guarantee, so please have a look at our Pickup Guarantee T&Cs.

If a pickup does not happen on the day it has been requested, a couple of things happen:

  1. At 4 pm, the Sendle system re-books the pickup for the next business day. The driver assigned to your location will be notified that your parcel still needs collecting. As per our Pickup Guarantee, for eligible locations we will also book the parcel with a dedicated pickup driver at our own cost.
  2. You will get a notification on your dashboard to confirm this rebooking. 

If the pickup is delayed for another day, the Sendle team will:

  1. Escalate this with our delivery partners, and continue to try to get this parcel picked up for you.
  2. We will get in touch with you if there is any challenge in finding the address or collecting the parcel.

More information?

Our support team actively monitors tracking to ensure pickups are collected quickly, so there’s no need to open a support enquiry. 

However, if you have a question or ongoing issue and want to speak to our friendly team, we’re available. Just get in touch with Sendle Support and give your order reference number. 


In the meantime, these articles might be handy:

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