Sendle tracking status

Sendle tracking not updating: why, and what to do

The short answer

Keep an eye on it

Sendle says its tracking is not real time, so a quiet spell is not by itself a sign of loss. Updates depend on the service and the carrier's network, and Postal Untracked parcels show no tracking at all.

When to act: If it is still not with you 5 business days after the estimated delivery date, file a complaint and we send it to Sendle.

Also shown as: “Tracking isn't real time, so it can lag a little” · “We could not find that parcel” · “Tracking is busy right now” · “We couldn't reach the tracking service”

What to do now

Look at when the parcel was booked, as one from before the relaunch belongs to the old company.
Check whether your order says Postal Untracked, which has no tracking.
Try the page again in a few minutes if it says tracking is busy or cannot be reached.
Note the last update and its time, which is in Sydney time, and compare it with your delivery estimate.
Keep dated screenshots and your order confirmation.
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

No update for days with another courier

What is going on

Sendle's page warns that tracking can lag, and its help says the amount of detail varies by service, destination and local network. A parcel handed from one carrier to another may go quiet in between. Postal Untracked, an international service, has no tracking at all, because it travels as ordinary mail in the destination country. Sendle has no fixed day after which a parcel counts as lost: it says only that an investigation may be required if a parcel cannot be located.

A parcel booked before the relaunch is a different case. The previous company stopped trading, and the relaunched Sendle says it cannot resolve claims about parcels in transit or unused labels from that time. Busy messages on the page, such as 'Tracking is busy right now', are about the page itself, not your parcel.

Why it happens

The tracking page lags behind the carrier
The parcel is between scans or between carriers
The service gives little detail or none, such as Postal Untracked
A long trip, customs, or a busy period
The parcel was booked with the previous company
In some cases, the parcel has gone missing

What usually happens next

The next update should come from the carrier, as 'In transit' or 'Out for delivery'. If the estimated date passes, Sendle says to check the tracking page first, and that an investigation may be needed for a parcel that cannot be located.

Other Sendle statuses

BookedKeep an eye on it
In transitNormal
Out for deliveryNormal
Delivered but not receivedTake action
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 “Tracking not updating”

Why is my Sendle tracking not updating?

Sendle says tracking is not real time and that detail depends on the service and local network. The parcel may be between scans or carriers. Count from your delivery estimate, not the last update.

What happens if my Sendle parcel is lost?

Sendle says an investigation may be required, and if the parcel is confirmed lost, the sender may have cover. If you bought from a business, it is in most cases for the seller to replace or refund. The sender's warranty runs 14 days from the expected date, so do not wait long.

Who deals with a parcel from the old Sendle?

The relaunched Sendle says it cannot resolve claims from the previous business, including parcels in transit and unused labels, and that they belong with the liquidators of Sendle Pty Ltd. If you bought from a shop, it is in most cases for the shop to put right.

Is Sendle still operating?

Yes, under new ownership. The previous company stopped trading and went into liquidation. McKenna Worldwide Services bought the brand, trademarks and domain names, not the company or its debts, and relaunched the service.

Based on

Sendle: Track and Trace page (not real time, page messages, number formats)
Sendle Support Center: Tracking and delivery (tracked and untracked, delayed, lost)
Sendle Support Center: Sendle Relaunch (who owns Sendle, old parcels and labels)
Sendle: FreightSafe Warranty Terms and Conditions (14 days from the expected delivery date)
SmartCompany: Sendle is back and under new ownership
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)