Lost or late items

Most late parcels arrive within 5 business days of their expected delivery date. If your delivery is taking longer than expected, check this list before submitting an enquiry. If you have a MyPost account or the AusPost app you can easily check for notifications and updates about your delivery.

• Tracking
  Track your item to get the latest delivery information as it may be on its way.
• Card or notification received
  Your item may have been delivered to the Post Office. Check if a notification card is in your letterbox or under your door, or if you’ve received an email or SMS notification.
• Someone accepted on your behalf
  Check if someone else at home or work accepted or signed for the item on your behalf. If you live or work in a large building, check with building management or the mailroom to see if they have it.
• Delivered to a safe place
  Check if your item has been left in a safe place. This could be under or behind something, or in your mailbox.
• Address details
  Check the address details with the sender as they may have entered your address incorrectly.
• Service disruptions
  If you’re sending or waiting on an item from overseas, you can check international updates. You can check domestic updates for items being sent or received within Australia.

Business customers

Log in to the Business Support Portal to access priority support, track items and manage your enquiries 24/7.

Personal customers

If your enquiry is about the delivery of essential medication, please contact us immediately.

For all other deliveries, submit an enquiry if your:

• Domestic item hasn't arrived within 10 business days of the expected delivery date.
• International Courier or International Express item hasn’t arrived within 1 business day of the estimated delivery time.
• International Standard item hasn't arrived within 10 business days of the estimated delivery time.
• International Economy or Airmail item hasn't arrived within 3 months of posting.
• International Post Registered item hasn't arrived within 25 business days of posting.

You must have a free MyPost account and a tracking number to submit an enquiry with our missing or lost item form.

To investigate the delivery of your item, we may contact:

• The sender
• Customs and quarantine (for international items)
• The overseas mail authority (for international items)
• The delivery centre that prepared your item for delivery
• Lost property at our mail redistribution centre
• The delivery driver
• Your local Post Office or your work mailroom (depending on the location your item was addressed to)

We’ll update you throughout the investigation. If your item is delivered, we’ll automatically close your case (you don’t need to do anything).

'Pending' means your item hasn't been scanned into our system yet. This can be because your parcel:

• hasn’t been posted yet
• was posted in a street posting box (which can take a little longer for the item to be scanned)
• was posted over the counter in bulk, but not scanned yet.

Your tracking status should update in 24 to 48 hours.

Pending can also mean that it's an old tracking number that hasn't had any activity in over 2 months, and has been archived.

You might see the tracking messages 'we couldn't find your tracking number' and 'unconfirmed tracking number'. This could mean either:

• you've entered the wrong tracking number. Check the number is correct, and the parcel is being sent using Australia Post.
• the number isn't recognised because the item hasn't been scanned into our system yet. Try the tracking number again in 24 hours.

If you see the 'unconfirmed tracking number' message while using the AusPost app, you'll have the option of saving the number to your track list. That way, you'll see the tracking status as soon as it's available – no need to enter the tracking number again later.

When collecting from the Post Office, we'll ask you to show ID proving that you're either the person it's addressed to (the 'addressee'), or someone who's authorised to collect (on the addressee's behalf).

You’ll need to show one valid form of photo ID, such as:

• Australian Driver Licence, International Driving Permit (physical or digital) or Australian Learner Permit
• Digital Driving Licence (selected states, such as NSW or SA)
• Keypass (physical card) or other Government-issued proof-of-age card (physical or digital)
• Australian or international passport
• Other issued photo or digital ID, such as Working with Children Check, Proof of Age card, Firearms Licence or WorkSafe Licence  

Otherwise, you can show 2 valid forms of ID without your photo. At least one should contain your address, and details must match the name or address on the article. For example: 

• Medicare card 
• Credit/debit card 
• Bank statement, utility bill or rates notice (can be digital)  
• Current Government-issued ID (pensioner concession card, Veteran Card, Working with Children Check, etc) 
• MyPost and/or MyPost Concession card 

Please note:

• Only a current physical or approved digital ID will be accepted. A photo or image of your ID is not digital ID and won’t be accepted.
• There may be different or extra requirements if you are collecting a parcel addressed to a business, on behalf of someone else, or from a Parcel Locker. 
• Some senders sending specific items, like phones or alcohol, may require in-person collection by the addressee only. In these cases, authority to collect options cannot be used.