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.

Please note: Collections from depots in Metropolitan Melbourne and Canberra are currently suspended due to COVID-19 restrictions. We’re sorry for any inconvenience. 

This is where a driver tried to deliver your item but was unable to because either:

• no-one was home
• the front door was not easily accessible (e.g. gated property, pets, secure apartment block).

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 they can collect their item. The item should be available for collection next business day from a Post Office, Business Hub or StarTrack depot.

Please note: Collections from depots in Metropolitan Melbourne and Canberra are currently suspended due to COVID-19 restrictions. We’re sorry for any inconvenience. 

You can view Proof of Delivery online via the my StarTrack web portal.

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.

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.

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.

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.

Please note: Collections from depots in Metropolitan Melbourne and Canberra are currently suspended due to COVID-19 restrictions. We’re sorry for any inconvenience. 

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.

Please note: Collections from depots in Metropolitan Melbourne and Canberra are currently suspended due to COVID-19 restrictions. We’re sorry for any inconvenience. 

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 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.

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.