StarTrack tracking status

StarTrack “Unsuccessful Delivery”: what it means

The short answer

Take action

The driver could not complete the delivery, so the parcel goes to a Post Office, a Business Hub or back to a StarTrack depot. A 'Sorry We Missed You' card or a notice says which, and your options depend on where it went.

When to act: If you were home when StarTrack says it tried, or no card or notice arrives after 2 business days, file a complaint and we send it to StarTrack.

Also shown as: “To be Re-Delivered” · “Attempted delivery” · “Attempted delivery, we left a card in your mailbox with collection details” · “Unable to deliver” · “Sorry We Missed You” · “Couldn't gain access”

What to do now

Look at the door, the letterbox and around the front for a card, then check your email, SMS and the AusPost app for a notice.
Read where the parcel went. If the card names a Post Office, take photo ID and the consignment number there from the next business day.
If it went to a Business Hub or back to a depot, use StarTrack's Missed Delivery tool to choose redelivery, another address, a safe place or depot collection.
Clear whatever stopped the driver, such as a locked gate, pets or building access.
If you were home, write down the time, keep any doorbell camera footage and screenshot the tracking.
Still not sorted? File your complaint here. We write it with you and send it to StarTrack, so you do not have to chase it yourself.

Start my complaint

Missed delivery or a card left with another courier

What does “Unsuccessful Delivery” mean?

StarTrack's status list defines 'Unsuccessful Delivery' as a consignment that could not be delivered, and 'To be Re-Delivered' as one returned to the local depot as undeliverable, to go out again on a following day. Its help pages give two reasons: nobody was available to receive it, or the address was not easy to reach, such as a gated property, pets or a secure apartment building.

The driver may leave a 'Sorry We Missed You' card at the door or letterbox, or you may get an email, SMS or AusPost app notice. Where the parcel went decides your options. At a Post Office you can only collect it. From a Business Hub or StarTrack depot it may be possible to have it redelivered or redirected, if the sender allows that.

Why does StarTrack show it?

Nobody was available to receive or sign for it
A gated property, pets or a secure apartment building
The driver ran out of time on the run, as StarTrack's account on X once suggested
No authority to leave, so the driver could not leave it unattended

How long does it last?

A parcel taken to a Post Office is usually ready the next business day, unless the card says otherwise. A parcel back at a depot cannot be collected the same day, because the driver returns it after the run and it has to be processed first. A redelivery or redirection takes up to 48 hours once arranged. The next line is then 'Awaiting Collection', 'On Board for Delivery' or a delivered line.

Other StarTrack statuses

In TransitNormal
On Board for DeliveryNormal
Possible delayKeep an eye on it
At Delivery DepotKeep an eye on it
Awaiting CollectionTake action
Delivered but not receivedTake action

All StarTrack statuses →

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

An order bought online from a business is in most cases for the seller to sort out. Section 36 of the Australian Consumer Law requires a business that took your payment to supply the goods within the time it stated, or within a reasonable time if it stated none. There is an exception where the failure came from someone else or a cause outside its control and it took reasonable precautions, and a seller may say a courier's failure fits it. Section 36 itself promises no refund, and the law does not spell out who carries the risk of a parcel lost on the way. Government guidance in Western Australia says the seller is responsible for resolving delivery problems with the courier, and that you are entitled to a refund if it still fails to deliver. StarTrack itself points receivers of a lost or damaged item to the sender first, because the sender can replace it and may have bought Transit Warranty. Sale of goods law in your state and the seller's own terms may also play a part, and this page does not cover them.

If you sent the parcel yourself, your contract is with StarTrack, under its Terms and Conditions. StarTrack sells mainly to account holders, and Next Flight is the only one-off service it sells by credit card. The terms exclude liability for lost or damaged goods unless you bought Transit Warranty, which is capped at $5,000 unless StarTrack agrees another amount, and for delay, non-delivery and mis-delivery. Rights under the Australian Consumer Law that cannot be excluded still apply. StarTrack says that in certain circumstances these can include a refund of what you paid for the delivery, and its terms limit them, where the law allows, to resupplying the service or paying what that costs.

Questions about “Unsuccessful Delivery”

What does unsuccessful delivery mean on StarTrack?

The parcel could not be delivered. StarTrack's account on X once told a customer the words mean only that, and that a late scan likely meant the driver ran out of time. 'To be Re-Delivered' means it goes out again on a following day.

What do I do with a StarTrack 'Sorry We Missed You' card?

The card says where the parcel went. A Post Office means you collect it there, with photo ID and the consignment number. Otherwise StarTrack's Missed Delivery tool offers redelivery, redirection, a safe place or depot collection, as far as the sender allows.

How long does a StarTrack redelivery take?

Up to 48 hours once you complete the online form. Not every item qualifies: the sender decides, and items taken to a Post Office cannot be redelivered or redirected.

StarTrack says it tried to deliver but I was home. What now?

StarTrack lists access problems such as a gate, pets or a secure building. If none applies, note the time, keep the screenshot and any camera recording, file a complaint on Complain.biz and we send it to StarTrack.

Can I pick up my StarTrack parcel the same day I get the card?

No. StarTrack says the driver brings the parcel back to the depot after finishing the run, which may be after collection hours, and it then has to be processed.

Based on

StarTrack help: StarTrack Missed Deliveries (card, Post Office, depot, same day, options)
StarTrack help: Redelivery, redirection and returns (48 hours, the sender decides, not from a Post Office)
StarTrack help: Delivery for StarTrack senders (what attempted delivery means)
Australia Post developer reference: Statuses ('Unsuccessful Delivery', 'To be Re-Delivered')
StarTrack Premium (authority to leave, carded items)
StarTrack on X: a reply to a customer about an 'Unsuccessful delivery' scan
Trustpilot: StarTrack reviews ('Attempted delivery', 'couldn't gain access')
Trustpilot: StarTrack reviews ('unable to deliver')
Reddit, r/sydney: a shared StarTrack tracking line ('attempted delivery, we left a card in your mailbox with collection details')
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 delivery problems, refund if the goods are not delivered)
StarTrack help: Delivery for StarTrack receivers (lost or damaged items, the sender first)
StarTrack help: Delivery for StarTrack senders (Next Flight, Australian Consumer Law, refund of the amount paid)
StarTrack Terms and Conditions (clauses 6.2, 6.3 and 7.2: liability, Transit Warranty)