Your questions answered
StarTrack:
To get an ETA of when your parcel will be delivered, please check the Track & Trace tool (if the item is already in transit).
AusPost:
To get an ETA of when your parcel will be delivered, please check the Auspost Tracking Service (if the item is already in transit).
We do our best to meet our customers’ requests. But it’s not always possible to make your delivery within a specific time window.
First, use either StarTrack: Track & Trace tool or AusPost: Tracking Service to see if it’s in transit.
If it doesn’t show up there, you can contact us via our online form on the right, don’t forget to fill in all required fields. We’ll then conduct a thorough investigation and keep you informed at every step of the way.
No, the driver can’t call you prior to delivery. This is primarily due to road safety reasons.
Please contact us on 03 5024 1212 for alternative arrangements, if required.
StarTrack is now a business of Australia Post, and we use both fleets to ensure deliveries meet customer expectations. Whether it’s Australia Post or StarTrack that will deliver thus depends on the location and situation.
There is no difference in delivery procedure every driver carries a handheld scanner so you can sign upon receipt of your parcel, and so capture proof of delivery.
The driver will leave a ‘Sorry We Missed You’ card either at your front door or in your letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.
All compensation claims need to be lodged with Innovative Tags.
To lodge a request please fill in the Returns & Replacements form stipulating Damaged in transit as the reason for return.
Please refer to our Terms & Conditions for more information.
