I’m missing an item from my order?
Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!
Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.READ FULL ARTICLE
I have received the wrong order?
Sometimes we make mistakes, we apologise if you have not received what you ordered!
Please contact the Customer Experience team below to organise a solution.*
*You will be asked to provide some photographs of what you received.READ FULL ARTICLE
Why was my delivery returned to its sender?
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.READ FULL ARTICLE
Why haven’t I received any tracking information?
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.READ FULL ARTICLE
Please remember to include your order number when reaching out to the team, as this helps to speed up the process.
Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.READ FULL ARTICLE
What do I do if I need to update my delivery address?
We all make mistakes sometimes! Unfortunately, our Customer Experience team are unable to update your address, we’re so sorry!READ FULL ARTICLE
You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.
Why have I received multiple confirmation emails?
Sometimes, when making an order through our online store, our primary warehouse isn’t able to fulfill your order completely.
When this happens, your order then becomes what we call a split order. This means an order that has over two units can sometimes be split between our numerous warehouses around Australia so we can fulfill your order.
If your order has more than two items and you only receive part of it in your first package, it is more than likely your order has been split and we have had to send out the rest of your order from a different location. A good indication of a split order is if you receive more than one confirmation email.
If you're still unsure please get in touch with our Customer Experience team here.READ FULL ARTICLE