Order Tracking FAQ

We understand you're eager for an update on your delivery. For the most accurate and current information, including any revised delivery estimates, we recommend visiting the courier's official tracking page directly. Should you have specific questions about a delivery delay, please feel free to contact the courier service, as they have the most immediate access to your parcel's journey. This guide provides quick links to our partner couriers for your convenience.

Where to find your tracking number:
You can locate your tracking number in the shipment confirmation email sent to your inbox, or by logging into your account and reviewing your order history. Please note that your order may arrive in multiple boxes (multiple labels) . If you have several tracking numbers listed, rest assured the items will likely arrive on different days. We appreciate your patience while all parts of your order make their way to you.

TABLE OF CONTENTS

• Tracking Your Order – Frequently Asked Questions
  • Domestic Tracking (Within Australia)
    • I received a tracking number, but there is no pickup scan. Why?
    • What information can you see?
    • My tracking hasn't updated in days. Is it lost?
    • Special Note for Tracked Letter Service:
• International Shipments
• 
  

Tracking Your Order – Frequently Asked Questions

Domestic Tracking (Within Australia)

You can monitor your parcel's journey using the following links based on your selected carrier:

• Australia Post: auspost.com.au/mypost/track/search

• Couriers Please: couriersplease.com.au/tools-track

• Aramex (formerly Fastway): aramex.com.au/tools/track

• DHL Express: dhl.com/au-en/home/tracking.html

• Fedex: fedex.com/en-au/tracking.html

I received a tracking number, but there is no pickup scan. Why?

We generate shipping labels ahead of time to ensure quick dispatch. In rare instances, an item may be collected by the driver but misses the initial "Picked Up" scan. In this scenario, the tracking status will appear frozen until the parcel reaches the local sorting depot later that evening or the following morning, at which point the scans will populate normally.

Sometimes a tracking number is generated and marked as "shipped," but the first pickup scan may be missing. This does not necessarily mean your parcel hasn't been collected. Below are the most common reasons, depending on the carrier.

Australia Post

On busy days, our warehouse may create multiple manifests for the same driver. Occasionally, the driver forgets to scan every manifest at the time of pickup. When this happens, the first scan typically appears on the next business day once the parcel enters the AusPost network.

• Express Post – Usually scanned the same night or early the next morning.
• Standard Parcel Post – May be scanned slightly later, or sometimes missed entirely at intake. In the latter case, parcels are still manually sorted and move through the network without a visible pickup scan until its reach automated scanner.

In both situations, please allow up to 24–48 hours for a tracking update, depending on the service selected.

Courier Please & Aramex

Similar delays can occur, but for different reasons:

• Drivers are supposed to scan each parcel at pickup or upon arrival at the depot. However, if our usual driver is on break, on holiday, or sick, the scanning routine may vary depending on temp contractor.
• Occasionally, there is a data synchronisation issue – the driver or depot has scanned the parcel, but the tracking information is delayed in uploading to the courier's system.
• If the courier’s API or tracking portal is temporarily down, updates will be queued and synced later. When that happens, tracking events often appear backdated once the system comes back online.

Please allow up to 24–48 hours for the first scan to appear. If no update is visible after that time, feel free to contact us and we will follow up with the courier on your behalf.

What information can you see?

Our support team has access to the exact same tracking visibility (in most case) that you see on the carrier's public website. We cannot view additional internal scans or GPS locations beyond what is displayed on the tracking page(AusPost/Aramex). We may see additional scan event and sometimes more details reason and delivery proof information, redirection requests depending on couriers or sometimes we need to request these information with courier before they able to provide additional information. 

My tracking hasn't updated in days. Is it lost?

Please note the following processing windows before contacting support:

• Standard Shipping: If the item has not moved or scanned for more than 10 business days, please reach out.

• Express Shipping: If the item has not moved or scanned for more than 3 business days, please reach out.

Special Note for Tracked Letter Service:

If you selected a tracked letter service (not a parcel), please be aware that tracking events are limited. Often, the only scan you will see is the final delivery confirmation. Intermediate sorting scans are not always provided for letter products.