Lost In Transit

Although most parcels are delivered successfully, there are some occasions where packages go missing. There are various reasons for a parcel to go missing. Most common reason  would be shipping label being damaged, obscured or dislodged during shipment process. As shipping label get scanned at each facility having the label missing, damaged or obscured becomes an issue. Some other reasons for a parcel going missing include packages being incorrectly addressed.

Once label is completely removed or damaged parcel is completely impossible to reach its destination. Parcel with return address on the packaged will be returned to sender or AusPost will contact us for more information. If there is not, however, then package cannot travel any further and stored in the last facility that they have passed through.

To find a missing parcel, please see How to lodge an enquiry in AustPost. Once AustPost deem parcel to have lost in transit, you'll need to create a new enquiry as most parcel are never lost, they are either damaged or delayed. The Lost In Transit is a default Australia Post recorded for their evaluation if the parcel has not been found in 5 days of their investigations. If we put in a Return to Sender request for parcels declared Lost In Transit we can then have it returned to us when they find it.

To lodge a Return to Sender enquiry with AusPost, you'll need to:

1. Go to Business Support Portal of Australia Post.

   1. Enter the tracking number in the search field.

   2. Hit Go button.

   3. Scroll down and locate Create a new enquiry section.

   4. Choose Return to sender and hit Create enquiry button.

• 1. Submit Enquiry.

  2. Copy the reference number.

  3. Paste the reference number as a Note on Gorgias and return Tracker

  4. Hit Add note.

Note: For Lost In Transit enquiries ensure to set status to OPEN until issue are resolved with a partial refund or replacement.