Can't find my order - Left in a safe placeUpdated 6 days ago

If your tracking says “Left in a safe place” but you can’t find the parcel, we’ll help you figure it out.

🔍 Step 1: Check your surroundings

Couriers often leave parcels in places they consider secure. Take a good look around:

• Near the front/back door

• Behind planters, bins, or fences

• In meter boxes, carports, or garages

• Apartment mailrooms or parcel lockers

• With neighbours or building reception

• Did someone from your household take it?

If your tracking includes a photo, use it to help locate where it was left.

🧍‍♀️ Step 2: Ask around

Check with housemates, neighbours, building managers, or concierge desks, someone may have collected it for you or accepted it for you or brought it inside for safekeeping. 

💬 Step 3: Still can’t locate it?

If it’s been more than a couple days and you’ve double-checked all the usual places, contact our Athlete Support team and we’ll help investigate with the courier.

📌 Important:
If we need to open a case with the postal service, it can take up to 10 business days to receive an outcome. We’re unable to issue a refund or replacement until their investigation is complete.

Meanwhile, if you're in a rush to receive your goods, you can place another order (Express) and then return the lost parcel once it appears.

🚨 Please note:

If you’ve chosen Authority to Leave (ATL) or requested the parcel be left unattended, we are not liable for stolen, tampered or missing packages.

We always recommend leaving a signature on delivery or using a Parcel Locker for extra security.

📄 You can read more in our Shipping Policy
📦 Want to learn more about Parcel Lockers? They’re secure, free, and available 24/7 across Australia.