Missed a Delivery? Signatures, Parcel Lockers and Collection Points

A missed delivery is the most common reason an order takes longer than it should. The parcel has made it all the way to your suburb, and then it goes back to a depot or post office because nobody was there to take it. Most of these can be avoided at checkout, and the rest can usually be recovered quickly.

Before you order: get the address right

A surprising share of delivery problems start with the address, not the courier. When you check out:

• Include the unit or apartment number as well as the street number.
• Add the business name if you are delivering to a workplace. Reception staff and mailrooms sort by business name first.
• Check the suburb and postcode match. A postcode from the next suburb over can send a parcel to the wrong delivery run.
• Use a phone number you will answer. Drivers occasionally call when they can't find an address or access a building.

Choose an address where someone, or somewhere, can receive it

If the home address is empty during the day and has nowhere sheltered to leave a parcel, a workplace address is often the simplest fix. Some customers have parcels sent to a family member's address instead.

If you would like to use a parcel locker or a post office collection address, contact us before ordering so we can confirm it will work for your order. Locker and collection addresses use a specific format, and getting it wrong can send the parcel back.

Why our parcels may not be left at the door

Many couriers, including Australia Post, can leave an ordinary parcel in a safe place — a porch, behind a gate, or in a meter box — when nobody is home. Ours are different: the products are for adults only, so a signature may be needed and the courier may ask for ID. A parcel that needs an adult to receive it won't be left unattended, even if you normally have safe drop switched on.

That is why the address matters so much. Choose somewhere an adult will be around during business hours.

When a delivery is missed

The tracking will change to something like delivery attempted or awaiting collection, and you should receive a card or notification saying where the parcel has gone. Usually that is:

• a nearby post office or courier depot, or
• a parcel locker, which you open with a code.

Collection points hold parcels for a limited time. If a parcel isn't collected within that window, it is returned to us and has to be sent out again, which adds days. Collect it as soon as you can, and bring photo ID — post offices usually ask for it.

If the parcel is coming back to us

Tell us as soon as you see a "returned to sender" status. Once it arrives back, we can re-send it to a corrected or alternative address. The sooner we know, the sooner it can go out again.

Quick summary

• Complete address, including unit number and business name.
• Pick an address where someone is around in business hours.
• Ask us first if you want to use a locker or collection address.
• Collect missed parcels promptly, with photo ID.

Keep reading

• Tracking statuses explained
• Delivery times by state
• Shipping policy

Sources & further reading

Australia Post: receiving parcels.

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