Use this article if…
- You're ordering from outside Australia.
- Your international parcel has stopped updating.
- You want to know about duties and taxes.
Problem
- You want to know how your order reaches you and what it costs on arrival.
Symptoms
- Your tracking hasn't updated in a week or more.
- Your parcel shows as held or under inspection.
- You've been asked for money before your parcel is released.
Cause
- Customs holds are routine. A parcel can sit for a secondary inspection and then release with no explanation on the tracking.
- Scans thin out between networks. Once your parcel hands over to your national carrier it can go dark until it reaches a local depot.
- Import charges are set by your country. They're charged on arrival, they're not part of what you paid us, and they vary by country and by value.
Fix Step-by-step
- Use our order page: track your order with your order number and email. It shows the scans from both carriers in one place, which your originating carrier's own page won't.
- Give a quiet stretch two to three weeks: that's the normal span for a parcel between an export scan and a first local scan.
- Pay the import charge to your carrier, not to a link in a text message: your carrier will have the parcel and a reference number that matches your tracking.
- Raise a ticket after three quiet weeks: send your order number and the last scan you can see, and we'll chase it with our agent.
Notes
Still stuck? Send us these photos
Send your order number, your country, and the last tracking scan you can see.
