Most of the time, when you order something from a Shippit partner, a carrier will deliver the package to you with no trouble at all. You might be at home, get a knock on the door, and receive it directly into your hot hands, or they might leave it at the door or in a safe space for you to pick up when you get home. But things don't always go according to plan. In the unlikely event that your package has gone missing, this article should help you track it down.
If you receive a message that your parcel has been delivered but you can't find it, start by looking around your property for a notice from the carrier. It could be at your door, or in your letter box. If you find a note, that's great! Follow the instructions on the note to pick up your delivery, or organise a redelivery. You can also check with your neighbours or nearby businesses, as couriers sometimes deliver packages to nearby locations if you are unavailable. If you live in a shared building, you could also ask your body corporate or building management.
Additionally, you might have a proof of delivery photo available that can show where your package was left. Check your tracking emails to find out if you have a proof of delivery. For more information about proof of delivery images, see the proof of delivery article.
If the carrier has told you that they've left the parcel in a safe place, check around the front and side of your property. It could be tucked behind a pole, up against a wall, or behind a door. If you can't find it, contact the carrier directly, or get in contact with the merchant that you purchased from. They should have a record of where the package was left.
If the carrier hasn't been able to deliver your package, you should receive a notice from them telling you what you need to do next. If you haven't received any instructions, contact the carrier directly, or get in contact with the merchant that you purchased from to ask where you can pick up your delivery from, or organise a redelivery. If the carrier marks a delivery attempt as unsuccessful, because there was a locked gate or the business was closed, this should be noted in your tracking updates. Check for specific delivery notes or updates indicating why the delivery was unsuccessful.
Reschedule a delivery
If your delivery attempt was unsuccessful, you can request a redelivery directly from your Shippit tracking page.
Open the tracking page by clicking Track delivery in your tracking notification email or text message. If you have your tracking number handy, and it starts with PP, you can use the Track my package button here.
On the tracking page, click Get shipping help to open a support request with our team.
If you don't have the Get shipping help button on your tracking page, you should contact the carrier directly.
When you've provided the carrier with the necessary information, redelivery is generally scheduled within 2β3 business days, though this may vary depending on the carrier's procedures. Note that certain limitations might apply. For example, your order can't be rescheduled if it is already out for delivery.
If you encounter any issues, contact Shippit support, so that we can coordinate with the carrier directly.
Depending on the carrier your merchant has chosen, Shippit might have limited access to adjust the delivery timing, and you might need to work directly with the carrier or account manager.
Track your package
If you still need help finding your package, you can use your consignment number to track your package. If tracking doesn't resolve the issue, consider getting in contact with the merchant you purchased the product from, or with the carrier directly. If you need more information about the carrier in use for this delivery, see our tracking numbers article.
Your consignment number usually starts with PP, and you can find it on communications from the retailer, or on any recent communications you have received directly from the carrier. If you have a tracking number that doesn't start with PP, see the Understanding tracking numbers article for more information.
Tips for avoiding delivery issues
Always double-check your delivery address for accuracy.
Provide specific delivery instructions whenever possible to help couriers locate your address easily.
Wait until the estimated delivery date has passed before contacting the merchant.
Check around your property for the parcel, or for a note. You can also check with neighbours, or your building management.
Verify delivery notifications promptly to stay informed about the status of your parcel.
Keep a record of your order numbers and tracking details so that you can easily follow up if you need to.- Respond promptly to redelivery links to avoid expiration and additional delays.
Ensure accurate contact details are provided to facilitate communication with the courier or driver.