StarTrack tracking status
StarTrack “Awaiting Collection”: what it means
The short answer
Take actionYour parcel is waiting at a Post Office, Business Hub, Parcel Locker or StarTrack depot, not on its way to you. Bring photo ID and the consignment number. StarTrack publishes no hold period, so collect it soon.
When to act: If the collection point still cannot find your parcel 2 business days after the notice, or it goes back to the sender before you could collect it, file a complaint and we send it to StarTrack.
What to do now
- 1
Read the location on the card or notice, and check its opening hours before you go.
- 2
Go as soon as you can, as StarTrack publishes no last day. Australia Post's own limit at its Post Offices is 10 business days.
- 3
Take a valid photo ID, such as a driver's licence, proof of age card, boat licence or passport, plus the consignment number.
- 4
For a Parcel Locker, use the entry PIN from your message, as it counts as the signature.
- 5
Avoid public holidays, when StarTrack depots are closed.
- 6
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.
What does “Awaiting Collection” mean?
StarTrack's status list says only that the items are awaiting collection. A parcel usually lands here after a failed delivery. On Premium, StarTrack says a carded item goes to a nearby Post Office, or to a Parcel Locker if the receiver's details were provided, and larger items or a sender's instruction can send it to a depot.
The location decides what you can do. At a Post Office you collect it, because redelivery and redirection are not available from there. At a Business Hub or StarTrack depot it may be redelivered or redirected, if the sender allows that. StarTrack's current help pages give no hold period. Its terms let it store goods or return them to the sender after a failed delivery, and let it sell or dispose of uncollected goods 60 days after reasonable efforts to reach its customer, which is usually the sender, not you.
Why does StarTrack show it?
- Nobody was there to receive it and there was no authority to leave
- The driver left a card naming a Post Office or Parcel Locker
- The parcel is too big or heavy for a Post Office, so it went to a depot
- The sender asked for it to be held at a depot
- You arranged depot collection
How long does it last?
Once you collect it, the next line should be a delivered line. StarTrack's help pages give no collection limit. Australia Post gives 10 business days at its Post Offices before an item goes back to the sender, and 2 business days in a Parcel Locker before it moves to a Post Office. StarTrack does not say those limits cover its parcels, though its Premium page says collection time limits apply to Parcel Lockers.
Other StarTrack statuses
- In TransitNormal
- On Board for DeliveryNormal
- Possible delayKeep an eye on it
- Unsuccessful DeliveryTake action
- At Delivery DepotKeep an eye on it
- Delivered but not receivedTake action
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 “Awaiting Collection”
What does 'Awaiting Collection' mean on StarTrack?
Your parcel is at a collection point and is waiting for you. The card or notice says where. It will not come to your door unless it is at a Business Hub or depot and the sender allows redelivery.
How many days does StarTrack keep a parcel for collection?
StarTrack's current help pages give no figure. Australia Post's own limit at its Post Offices is 10 business days before an item goes back to the sender, but StarTrack does not say this covers its parcels, so collect yours as soon as you can.
What ID do I need to collect a StarTrack parcel?
Any valid state or federal photo ID, such as a driver's licence, proof of age card, boat licence or passport, plus the item's consignment number. This applies at a Post Office, a Business Hub and a StarTrack depot.
Can a parcel at the Post Office be redelivered?
No. StarTrack says redirection and redelivery are not available for items taken to a Post Office. That is possible only from a Business Hub or StarTrack depot, when the sender allows it.
Does StarTrack deliver to Parcel Lockers?
On Premium, yes. StarTrack says a Parcel Locker delivery can take one or more extra business days, and that the entry PIN counts as the signature.
Based on
- Australia Post developer reference: Statuses ('Awaiting Collection')
- StarTrack help: StarTrack Parcel Collection (photo ID, consignment number, public holidays)
- StarTrack help: StarTrack Missed Deliveries (Post Office next business day)
- StarTrack help: Redelivery, redirection and returns (not from a Post Office)
- StarTrack Premium (Parcel Locker, entry PIN, carded items)
- StarTrack Terms and Conditions, clauses 2.15 and 2.20.3 (storing or returning goods, uncollected goods)
- Australia Post: Missed parcel deliveries (its own limits: 10 business days at a Post Office, 2 in a Parcel Locker)
- 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)