Order Issue

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best.

While we will make every attempt to accommodate your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

We all make mistakes sometimes. 

If you need to update your address, please get in touch with the Customer Experience team below and we’ll be able to assist.

Please note that there is a small window of time between your order being placed and it being shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is shipped out.

If we miss that window, we can still contact StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.

We’re incredibly sorry to hear that you haven’t received your tracking information.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

If you have had an unsuccessful delivery, this could be for a number of reasons.  
Usually it is because Australia Post didn't deem the area a safe spot to leave your order and have taken it to the post office.   
When this happens we strongly advise that you contact Australia Post directly on - 13 76 78 and let them know your tracking number and the will instruct you from there.