You've placed an order and now it's stuck in no man's land - how frustrating!

Unfortunately once the parcel is in the hands of the couriers we are unable to step in and action anything faster or on your behalf. It is the couriers responsibility to get this package to your door. BUT! We have included detailed instructions below on how to follow up both Sendle and Australia Post so you can get your Little Acre products stat!   

Check your tracking link

The first thing to do is check your tracking information via your tracking link. This link is located in your shipping confirmation email which has the subject line:

"Your order has been shipped!".

Please check your junk/spam email folder if you haven't received a shipping confirmation email.

Sendle help

Click on the tracking link to view the history of your order including delivery estimates and delivery attempts. 

Tracking history will be updated throughout your parcel's journey. 

Please note during busy periods like Christmas tracking history might not be updated as regularly as it should due to the volume of parcels moving through the system. Sometimes packages are only scanned at pick up and then there may be no updates until it's delivered. 

 

If it's past your estimated delivery date

Sendle will provide a delivery estimate once they've picked up your parcel. This is usually a window of a few days. If your parcel has not arrived by the estimated delivery date you can launch a Late parcel enquiry

You will be prompted to fill out a form. Include as much additional information as possible (like your phone number and how to access your premises).

Sendle will then launch an investigation into your parcel. National depot searches may take up to 5 business days to resolve. Further updates will appear in real-time on your tracking link page.

Please send us a message if you have any further problems. 

 

Your parcel has been 'Left with an Agent'

If Sendle's courier was unable to deliver to your address due to not being able to leave it in a safe place they may leave it with "an agent". This could be your local newsagent or another local business close to your address. Make sure you pick it up with 5 business days or it may be returned to sender. 

Once your parcel is left with an agent a redelivery is not able to be organised and you must pick it up from the designated location. 

 

Your tracking says 'Delivered' but you can't find your parcel

Check with your neighbours or other members of your household in case they have accepted the delivery on your behalf. 

If you can't track down your parcel launch a Missing parcel enquiry

Sendle will then launch an investigation into your parcel. National depot searches may take up to 5 business days to resolve. Further updates will appear in real-time on your tracking link page.

If your parcel has been deemed lost please send us a message to arrange a replacement or refund.

 

If your parcel is lost or never turns up after following the steps above

If in the most unfortunate of circumstances your parcel is lost or never turns up and you've followed the steps above please message us and we will provide you with a replacement or full refund for your order. 

We hope this doesn't happen! But we will do everything possible to help you if it does.

 

Australia Post help

Please note during busy periods like Christmas tracking history might not be updated as regularly as it should due to the volume of parcels moving through the system.

Australia Post can't guarantee Express delivery of 1-2 days during the busy Christmas period but they are prioritising Express Post. 

We have noticed most Express parcels arriving in under 5 days.