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Anyone at the delivery location can sign for a parcel, unless the delivery was made using our Airlock service (in which case, only the person nominated can sign).
Following an attempted delivery, where an item has been taken back to the Post Office, Business Hub or StarTrack depot, the recipient will need to show valid ID to collect their item.
This is where a driver tried to deliver your item but was unable to because either:
In this case, the driver leaves a ‘Sorry We Missed You’ card at your front door or in the recipient’s letterbox, with details on how you can collect your parcel. Alternatively, we’ll send you a collection notification by email, app or SMS.
Yes, you can. Simply enter your consignment number into our Track & Trace tool and you'll get a real-time update.
With Next Flight deliveries, you can also call your dedicated support team 24/7 on 13 16 93.
Next Flight is our only service available for a one-off delivery using a credit card. Minimum delivery cost is $360 (plus GST). Other charges apply depending on origin and destination. For more options when sending individual parcels, ask at your local Post Office or visit Australia Post.
f you’re an Australia Post business customer and purchased Transit Cover, you can make a claim via the Business Support Portal or by contacting 13 76 78.
If you don’t have Transit Cover or Transit Warranty, you may still be entitled to compensation under the Australian Consumer Law in certain circumstances. This compensation would include a refund of the postage amount you paid for the article (including any applicable surcharge).
There may be circumstances where a refund of postage is not available for loss or damage to any articles you’ve sent with us, for example:
If you have a MyPost account, you can read more about compensation here.
We do our best to meet our customers' requests. But it's not always possible to make your delivery within a specific time window, due to our delivery schedules and the high volume of deliveries our drivers are making.
There are exceptions to this – for example Next Flight and Premium.
First, use our Track & Trace tool to see if it's in transit. If it doesn't show up there, call us on 13 23 45 and provide us with your tracking (consignment) and a detailed description of your item. 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 13 23 45 for alternative arrangements, if required.
StarTrack is now a business of Australia Post and delivers some Australia Post parcels – which is why you see more of our blue delivery vans on the road today. You can rest assured StarTrack will continue to deliver the same great service.
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's no difference. Every driver carries a handheld scanner so you can sign upon receipt of your parcel, and so we capture proof of delivery.
The driver will leave a 'Sorry We Missed You' card either at your front door or in your letterbox, or we’ll send you a collection notification by email, app or SMS. The card or notification has instructions about how you can collect your parcel.
There could be two possible reasons:
We suggest you first contact the sender in the event of a lost or damaged item. This is because a sender is best placed to provide you with a replacement item and may have selected Transit Warranty on your delivery. If the sender is unable to assist you, please contact us on 13 23 45.
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.
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 parcel 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 a 'Sorry We Missed You' card in your letterbox, or send you a collection notification by email, app or SMS.
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 parcel 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 parcel will be held at the Post Office for 10 business days. After five days, we may send you a reminder card or collection notification.
No, you can’t collect on the same day.
Your parcel will only be taken back to the depot by the driver after they complete their delivery route. This 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 received a ‘Sorry We Missed You’ card that shows depot collection is available, you can arrange to collect your parcel using the Missed Delivery tool.
If you make the request on the same day you received a ‘Sorry We Missed You’ card, we’ll call you on the next 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.