Lost, Missing and Stolen Orders

We know it’s stressful when a parcel does not turn up, especially when you were relying on it. This page explains what to do next, who to contact, and what the Australia Post process typically looks like.

Once your order has been dispatched from our warehouse and handed to the courier, responsibility for delivery sits with the courier. Customers are responsible for monitoring their parcel using the tracking link provided in the shipping confirmation email.

Start Here, Check These First

What should I do if tracking shows “Delivered” but I can’t find it?

Please work through the checklist below first. In many cases, parcels marked as delivered are located quickly after these steps.

  • Check with anyone at the address who may have accepted the parcel on your behalf.
  • Look around the property for a safe-drop location, for example near the front door, side gate, behind pot plants, in meter boxes, garages, sheds, or behind bins.
  • Check the mailbox and nearby areas for a missed delivery card.
  • If you are in a unit block or workplace, check with reception, building management, or the mailroom.
  • Contact your local post office with your tracking number and ask if they can confirm delivery details.

What should I do if tracking has not moved or looks stuck?

If tracking has not updated for several days, it can still be in transit or waiting for a scan. Australia Post recommends waiting until it is outside their expected timeframes before lodging an enquiry.

When to Contact Australia Post

Why do I need to contact Australia Post directly?

We understand why customers contact us first, we are the business you ordered from. However, Australia Post is the only party that can access delivery scans, driver notes, GPS scan data (where available), depot movement history, and open a formal investigation. That’s why missing parcel enquiries and delivery issue investigations need to be lodged with them directly.

How do I lodge a missing or lost item enquiry?

For Australia Post deliveries, you can submit an enquiry online using their missing or lost item form. Australia Post may ask for your tracking number, delivery address, and details about the parcel.

Can I call Australia Post instead?

Yes. You can contact Australia Post on 13 76 78 (13POST). You can also visit your local post office and ask for help lodging an enquiry with your tracking number. Australia Post contact options are listed here:

Australia Post, Complaints and Feedback (phone and contact options)

What Happens After You Lodge an Enquiry

What will Australia Post do during an investigation?

Once you lodge an enquiry, Australia Post will investigate the delivery. This can include checking scans, contacting the delivery facility, and reviewing delivery details. They will usually update you directly by email or phone with the outcome, or request more information.

What outcomes are possible?

  • Parcel located and delivered, sometimes it is found at a facility or was safe-dropped nearby.
  • Parcel redirected or made available for collection, depending on where it is located.
  • Parcel confirmed missing, Australia Post may advise next steps, which can include compensation assessment depending on the service used.

Compensation and Claims

Can Australia Post compensate for a lost parcel?

Australia Post handles compensation decisions and timeframes. If you would like to understand how their compensation works, you can read more here:

Australia Post, Compensation for Lost or Damaged Items

What We Need From You

What details should I send N&W Livestock?

If you contact us, please include:

  • Your order number
  • Your tracking number
  • A short summary of what is happening (for example, “delivered but not received” or “no tracking updates”)
  • Any reference number Australia Post provides after you lodge an enquiry

While we can’t run courier investigations ourselves, we can help by confirming dispatch details, providing supporting order information, and keeping your order details on hand while Australia Post investigates.

Timeframes and Important Notes

When should I notify you?

Please notify us within 14 days of purchase if you believe your order is missing.

Delivered parcels and theft after delivery

Unfortunately, N&W Livestock cannot reimburse or replace orders that have been marked as delivered by the courier, or those subject to theft after delivery. These situations must be managed through the courier investigation process.

If your address details are incorrect

If the delivery address provided at checkout is incorrect or incomplete, this can affect delivery outcomes. Please check your order confirmation email and let us know as soon as possible if anything is wrong, noting that changes may not be possible once a parcel is in transit.

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