Questions about these updates
Why has only part of my order arrived?
One order can travel in separate parcels and arrive on different days. Check the items and quantities listed inside each parcel before assuming something is missing. An item in another parcel is not shown as delivered just because the first parcel arrived. If an item is listed inside a delivered parcel but was not included, choose I still need help.
Why has tracking not changed for a few days?
Scans record checkpoints, not continuous movement. A parcel can be travelling between checkpoints without a new scan. Check the latest movement date and the estimated delivery date for that parcel. These are the latest carrier updates available to our team. If the estimate has passed or the page flags a delivery problem, choose I still need help.
My order is still preparing. Has it been sent?
Preparation and delivery are separate stages. Made-to-order items may need printing, personalisation or other preparation before dispatch. Check the timing on your product page, quote or confirmation. Preparing does not mean dispatched, and express delivery does not shorten production. If the stated preparation time has passed or is missing, choose I still need help.
Why does tracking only show a label or booking?
A tracking number can be created before the carrier records its first physical scan. Delivery booked does not confirm collection. The parcel moves to the next stage when the carrier records movement. Check the latest dated update rather than the presence of a tracking number alone.
Is the estimated delivery date guaranteed?
The date shown is an estimate, not a guaranteed appointment. Separate parcels can have different estimates, and made-to-order preparation is separate from delivery. A blank estimate means a date is not confirmed yet. If the estimated date has passed and your parcel has not arrived, choose I still need help.
Why do Shop, AusPost or another tracking app show different updates?
Tracking services can receive updates at different times, and one order can have more than one parcel or carrier number. Compare the tracking number, latest movement date and items for each parcel here. A page refresh or a last-checked time is not a new parcel scan. If one service shows delivered but the parcel is missing, use the delivered-parcel checks below.
Tracking says delivered, but I cannot find the parcel
Check your delivery address, safe place, mailbox, reception or mailroom, and whether someone accepted it for you. Check any collection notice too. Make sure the delivered parcel contains the item you are expecting. If you still cannot find it, choose I still need help. You can report a missing parcel even when tracking says delivered.
Will express delivery get my custom order here sooner?
Express delivery normally changes carrier transit time, not production time. Check your product-specific or agreed preparation timing as well as the parcel estimate. If you have a fixed event date, tell us before ordering so we can check what is possible. A date is not guaranteed unless we confirm that in writing.
