What to do if your parcel goes missing in transit, or has been misdelivered by the courier.

<h4 data-start="257" data-end="567" id="isPasted">Misdelivered or Missing Orders:</h4>We understand how stressful it can be when a parcel goes missing or is delivered incorrectly!&#xA0;While Alf the Label is not liable for lost or misdelivered parcels caused by the courier, we&#x2019;re always here to help where we can and will do our best to support you in locating your order or exploring solutions.<h4 data-start="257" data-end="567" id="step-1-contact-the-courier">Step 1: Contact the Courier</h4>In many cases, the courier may have marked your parcel as delivered and left it in a safe, out-of-sight location. As a first step, we recommend reaching out directly to your local courier with your tracking number to see if they can provide more information or help retrieve the parcel.Australia&#xA0;(Shipped with Australia Post)<a data-start="963" data-end="1005" href="https://auspost.com.au/mypost/track/search">Track your parcel with Australia Post</a> or <a data-start="1010" data-end="1037" href="https://auspost.com.au/help-and-support">Contact Australia Post</a>New Zealand (Shipped via Australia Post and handed over to NZ Post on arrival)<a data-start="1141" data-end="1176" href="https://www.nzpost.co.nz/tools/tracking">Track your parcel with NZ Post</a> or<a data-start="1181" data-end="1201" href="https://www.nzpost.co.nz/contact-support">Contact NZ Post</a>United States&#xA0;(Shipped via Australia Post and handed over to USPS on arrival)<a data-start="1335" data-end="1366" href="https://tools.usps.com/go/TrackConfirmAction_input?msockid=1ead4a4c11516c6633125ed210bb6d79">Track your parcel with USPS</a>&#xA0;or<a data-start="1371" data-end="1388" href="https://www.usps.com/help/contact-us.htm">Contact USPS</a>Other International Locations (Shipped with DHL)<a data-start="1557" data-end="1588" href="https://www.dhl.com/au-en/home/tracking.html">Track your parcel with DHL</a>&#xA0;or<a href="https://www.dhl.com/au-en/home/customer-service.html">Contact DHL</a><h4 data-start="1660" data-end="1696" id="step-2-still-no-resolution">Step 2: Still No Resolution?</h4>If the courier is unable to locate your parcel or provide a suitable resolution, please get in touch with our customer service team and we will be happy to look into your situation further to see how we can assist.&#xA0;Be sure to include:<ul data-start="1852" data-end="1962"><li style="font-size: 14px;">Your order number</li><li style="font-size: 14px;">The tracking information provided</li><li style="font-size: 14px;">A brief summary of your contact with the courier</li></ul><a data-start="1969" data-end="2003" rel="noopener">Email our team via the contact box below.</a>

Misdelivered/Missing Order

Learn more about return to sender orders and how our team can help.

<h4 data-start="157" data-end="347" id="isPasted">Return to Sender Order:</h4>Sometimes parcels are marked as &quot;Return to Sender&quot; if delivery is missed and they&#x2019;re not collected in time. We know this can be a frustrating time, and our team are more than happy to assist here!<h4 data-start="157" data-end="347" id="if-your-parcel-has-been-returned">If Your Parcel Has Been Returned</h4>Once your parcel is on its way back to us, we&#x2019;re more than happy to help you choose what works best for you: <ul data-start="501" data-end="580"><li style="font-size: 14px;">We can send out a replacement order, or</li><li style="font-size: 14px;">Organise a refund instead</li></ul>All we need is confirmation from the courier (or your tracking link) that your parcel is making its way back to us.<h4 data-start="582" data-end="693" id="what-to-do-next">What to Do Next?</h4>If this has happened to you, just send us a message via the contact box below.Let us know your order number and whether you&#x2019;d prefer a refund or a replacement. As soon as your tracking shows the parcel is headed back our way, we&#x2019;ll get things sorted for you right away!

Return to Sender Order

What to do when customs requests information on your order or your parcel is delayed at clearance.

<h4 data-start="136" data-end="161" id="isPasted">Delays at Customs</h4>From time to time, international parcels may be selected at random for a customs inspection. This is completely normal, and, in most cases, parcels are processed within 2&#x2013;4 business days.While we understand delays can be frustrating, customs processing is outside of our control and unfortunately can&#x2019;t be expedited. If your parcel has been held for longer than 4 business days and you&apos;re concerned about the progress, feel free to reach out to our team, we&#x2019;re always happy to check in from our end!<h4 data-start="136" data-end="161" id="customs-information-requests">Customs Information Requests</h4>If your local customs office reaches out requesting more information about Alf the Label products, you&apos;re welcome to: <ul data-start="829" data-end="993"><li style="font-size: 14px;">Pass on our contact details: <a data-start="873" data-end="907" rel="noopener">customerservice@alfthelabel.com.au</a>, or</li><li style="font-size: 14px;">CC us into the conversation, so we can assist with the request directly</li></ul>We&#x2019;re more than happy to provide any details needed to help get your parcel moving.<h4 data-start="995" data-end="1078" id="important-note-about-refusals">Important Note About Refusals</h4>If customs requires information from you directly (such as ID or order confirmation) in order to release your parcel, and you choose not to provide this, your parcel may be returned to sender. In these cases, you will be responsible for any return shipping charges associated with the refusal.

Customs Delays/Requests

alfthelabel

What to do if your order is missing, misdelivered, returned to sender, or held up in customs.

Delivery Issues

Misdelivered/Missing Order

Return to Sender Order

Customs Delays/Requests