If your tracking shows your parcel as delivered but you have not received it, please take a few quick steps before contacting support.
Check the delivery location carefully
Please first check around your mailbox, front door, parcel locker, safe drop location, building reception, or any other area where the parcel may have been left.
Ask other household members or neighbours
In some cases, a parcel may have been accepted by another person at the address or left with a neighbour or building manager.
Review your tracking details
Check the tracking update for any delivery notes, safe drop information, or delivery location details that may help locate the parcel.
Allow a little extra time
Occasionally, a parcel may be marked as delivered shortly before it becomes physically accessible. If the delivery update is very recent, please allow a short amount of additional time.
When should I contact support?
If you have checked the delivery area, reviewed the tracking details, and still cannot locate your parcel, please contact AUS LABS Support so we can assist further.
What should I include?
To help us investigate faster, please include your order number, the email address used at checkout, and your tracking details if available.
Still need help?
If you still need help, please open a support ticket and include your order number, email address, and tracking details.