Sendle tracking status

Sendle says delivered but no parcel: what to do

The short answer

Take action

The carrier has recorded your parcel as delivered, and Sendle shows its delivery scan where one is available. It may be in a safe place. Move quickly, as the sender's warranty gives only 48 hours to report it.

When to act: If you still cannot find it by the end of the next business day, file a complaint and we send it to Sendle.

Also shown as: “Delivered” · “Your parcel has been delivered”

What to do now

Open the tracking page and look for delivery details under the delivered line.
Check around the property, including the side of the house and any reception or mailroom.
Ask your neighbours and anyone at your address.
Make sure the address on your order really is yours, unit number included.
Keep screenshots with the delivery date and time, which is in Sydney time.
Still not sorted? File your complaint here. We write it with you and send it to Sendle, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

Sendle defines proof of delivery as the delivery scan recorded by the carrier, shown on the tracking page when available. So the 'Delivered' you see is the carrier's record, and how much detail comes with it depends on the courier service and shipping option. It may not include a photo or a signature. Under Sendle's terms a carrier can leave a parcel in an approved safe place under an authority to leave, where that is offered.

Time matters here. Sendle's warranty says that where a parcel has been delivered and the receiver has not acknowledged it, the sender has 48 hours from the delivery date to report a loss. That is a limit on the sender, but it is a good reason not to wait. The same warranty excludes a parcel the carrier's records show as validly delivered, including one left under an authority to leave, so a report may not end in a payment.

Why it happens

The carrier left it somewhere safe that you have not looked yet
A neighbour or someone else at the address took it in
It went to a collection point or reception
The address on the booking was wrong
It was taken after being left at the property

What usually happens next

Sendle says that if a delivery scan is not showing yet, the information may not have been received or updated. Once 'Delivered' is showing, no further scan is likely, so go by the 48 hours, not the tracking page.

Other Sendle statuses

BookedKeep an eye on it
In transitNormal
Out for deliveryNormal
Tracking not updatingKeep an eye on it
ReturnedTake action

All Sendle statuses →

Who is responsible for a late or missing parcel from Sendle?

If you bought online from a business, the seller booked Sendle and is its customer, so a late or missing order is in most cases for the seller to put right. Sendle's terms say it stays out of refunds, returns and exchanges between the sender and the receiver. For an Australian business, the Australian Consumer Law (section 36) requires supply within the promised time, or a reasonable time if none was promised, unless another party or a cause outside its control was behind the failure and it took reasonable precautions, and a seller may rely on that when a carrier fails. Government guidance in Western Australia says the seller resolves problems with the courier used.

If you sent the parcel yourself, your contract is with McKenna Worldwide Services, trading as Sendle, even when another carrier does the delivery. Its terms say a missed estimate does not by itself earn a refund, and that it is not responsible for loss or delay caused by a carrier, always subject to rights the law does not allow it to exclude. Eligible parcels have a warranty of up to $150 per consignment, with no default cover on the 250 g and 500 g categories, and extra cover can be bought when booking. The warranty excludes a parcel the carrier's records show as validly delivered, including one left under an authority to leave. For a parcel or label from the old company, the relaunched Sendle says those claims belong with the liquidators of Sendle Pty Ltd.

Questions about “Delivered but not received”

Sendle says delivered but I have not received it. What should I do?

Check the delivery details on the tracking page, the property and your neighbours today. If you still cannot find it by the end of the next business day, file a complaint on Complain.biz and we send it to Sendle.

How long do I have to report a missing Sendle parcel?

Sendle's warranty gives the sender 48 hours from the delivery date when the receiver has not acknowledged delivery, so move quickly. A purchase from a business is in most cases for the seller to put right.

Can I get proof of delivery for a Sendle parcel?

For tracked shipments, the tracking page shows the delivery status and available details. Sendle says this is the carrier's delivery scan, and what is available varies by courier service and shipping option.

Who is responsible for a Sendle parcel marked delivered?

A purchase from a business is in most cases for the seller to put right. Sendle's terms say it stays out of refunds between the sender and the receiver.

Based on

Sendle Support Center: How do I obtain Proof of Delivery? Can I get proof of delivery?
Sendle: FreightSafe Warranty Terms and Conditions, clauses 7(d) and 14(l) (48 hours, delivered parcels excluded)
Sendle: Delivery Terms and Conditions, clauses 6.4 and 7.4 (refunds, safe place)
Sendle: Track and Trace page (delivered step, Sydney time)
Australian Consumer Law (Competition and Consumer Act, Schedule 2), section 36: supply within the stated period or a reasonable time
Government of Western Australia: Missing or damaged products (the seller resolves issues with the courier)
Sendle: Delivery Terms and Conditions, clauses 2.1, 6.4, 7.7, 12, 13.2 and 20.1 (carriers, refunds, estimates, warranty, liability)
Sendle: FreightSafe Warranty Terms and Conditions, clauses 2, 3 and 14(l) (up to $150, extra cover, delivered parcels excluded)
Sendle Support Center: Sendle Relaunch (old parcels and labels, liquidators)