Team Global Express tracking not updating: why, and what to do

Who is responsible for a late or missing parcel from Team Global Express?

When you ordered from a business, the seller is normally the one to sort out a late or missing parcel. The seller booked Team Global Express and is its customer, and TGE's conditions deal with that customer, not with you. Section 36 of the Australian Consumer Law says a business that took your money must supply within the time it stated, or within a reasonable time, unless the failure came from someone else or a cause outside its control and it took reasonable precautions, and a seller may rely on that if the courier was at fault. Section 36 does not spell out a refund, and that law does not say in plain terms who bears the risk of a lost parcel. Government guidance in Western Australia says the seller must resolve delivery problems with the courier, and that you are entitled to a refund if it still fails to deliver. State law on the sale of goods and the seller's terms may also count, and are not covered here.

If you sent the parcel yourself, your contract is with Team Global Express, under its Service Conditions. They exclude liability for lost or damaged goods unless you bought Team GE Extra Service, which pays up to $500 or an agreed amount, at most $5,000 unless TGE advises another maximum, and is not offered on some services including Express Book & Pay, and they exclude liability for delay and non-delivery. They also say your Australian Consumer Law rights stay in place: if you are a consumer and the receiver is not a business, guarantees apply that cannot be excluded, although the amount you can recover may be limited.