If your item has been delivered to a Business Hub or returned to a StarTrack depot, you may be able to have your item redirected or redelivered to an alternative address.

To see if you can redeliver or redirect your parcel, please go to the Missed Delivery tool and complete an online form. You'll need your consignment number handy.

Please note, not all items can be redirected or redelivered. This is specified by the sender and may require their authorisation. Redirection or redelivery does not apply to items delivered to the Post Office.

It takes up to 48 hours for your item to be delivered once you have completed your re-direction/re-delivery form.

Unfortunately, we hold items for up to 10 business days, however we cannot hold items indefinitely. If we have attempted delivery without success and haven't heard from you, the item will be returned to the sender.

You can track your delivery using our Track & Trace tool. You'll need your tracking number handy.

The merchant or sender should be able to provide you with the tracking number. It's usually found on the confirmation email that they send you when the item is sent from their store or warehouse.

StarTrack uses scanning technology to track every item that is being transported through our system.

Our drivers make every reasonable attempt to deliver your items to you. To ensure their safety, there are a few exceptions to this policy. If your front door is not easily accessible – for example, you live in a gated property, rural property that is fenced, or secure apartment building – we will leave the 'Sorry We Missed You' card in your letterbox. 

Use our Missed Delivery tool.

If you've received a 'Sorry We Missed You' card, your options depend on what type of delivery you (or the sender) selected.

If the card says that your parcel has been taken back to the Post Office, you will need to collect your parcel from there.

Otherwise you've got two options:

Option 1. You can request redelivery to your address or redirect to another address. You can also ask us to leave your parcel in a safe place even if you're not home.

Option 2. You can request to collect from a StarTrack depot. We will contact you once your item is ready for collection to arrange a time for collection.

To arrange your redelivery or depot collect, use our Missed Delivery tool now.

Your item will be available for collection next business day unless indicated on the card. You can also track your delivery status online.

Remember to bring photo ID (e.g. Drivers Licence, Proof of Age Card, Boat Licence, Passport) and the consignment number when you collect your item from the Post Office.

Generally, your item will be held at the Post Office for 10 business days. After five days, we may send you a reminder card.

If not collected within 10 days, the item will be returned to sender.

No, you won't be able to collect your parcel on the same day that you receive a 'Sorry We Missed You' card.

This is because your parcel will only be taken back to the depot by the driver after he/she completes their delivery route, which could be outside of our collection hours. Your parcel is then processed and made ready for collection.

You can arrange for collection via the Missed Delivery tool.

If you make an online request on the same day that you received a 'Sorry We Missed You' card, we'll call you the morning of the following business day.

Yes, you can. Please use the Missed Delivery tool to complete an online form. This tells us to keep your item at the depot. Then, wait up to one business day for one of our Customer Service Consultants to contact you with the facility address and collection times.

Remember to bring photo ID (e.g. Drivers Licence, Proof of Age Card, Boat Licence, Passport) and the consignment number when you collect your item.

Yes, you do. Valid ID includes any state or federal photo ID – such as a Driver's Licence, Proof of Age Card, Boat Licence or Passport.

Don't forget to bring your item's consignment number, too.

Our depots aren't open on public holidays. Please note that any requests for redelivery or redirection won't be completed on a public holiday, either. We'll process it the very next business day.

These are custom-built despatch systems designed to make it easier for you to manage your freight.

myStarTrack is software that we install into your systems so you can use it even when you're offline. 

This system is ideal for customers who have a high volume of freight; require controlled returns and/or transfers; have slow or intermittent internet connection; require high speed despatch and label printing; require the ability to bulk import consignments; or regularly send identical freight to multiple receivers.

myStarTrack online is our secure web-based system, which you can use to manage your freight from any computer, anywhere, any time. 

With myStarTrack Online you can despatch freight, create pick-up bookings, Track & Trace, calculate costs and analyse your freight trends via the online dashboard. myStarTrack Online gives you greater visibility of your freight, as the system creates a label that works through our sortation equipment and provides accurate live tracking of your despatch.

You should review your Quick Reference User Guide, Comprehensive User Guide and Administrator User Guide for quick answers.

Should you not find the answers you need, our dedicated IT Service Desk is also on hand should you need assistance. You can send the IT Service Desk an enquiry through our website contact form by requesting technical assistance.