Order Issue

If our courier partners do not deem it safe to leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. After 10 days the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is can be frustrating however we'd hate to see your parcel fall into the wrong hands!

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing delivery to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

We’re incredibly sorry to hear that you haven’t received your tracking information.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.

We all make mistakes sometimes! Unfortunately, our Customer Experience team are unable to update your address, we’re so sorry!

You will need to wait until your order has been dispatched and then get in contact with the courier and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

Sometimes, when making an order through our online store, our primary warehouse isn’t able to fulfill your order completely.

When this happens, your order then becomes what we call a split order. This means an order that has over two units can sometimes be split between our numerous warehouses around Australia so we can fulfill your order. 

If your order has more than two items and you only receive part of it in your first package, it is more than likely your order has been split and we have had to send out the rest of your order from a different location. A good indication of a split order is if you receive more than one confirmation email.

If you're still unsure please get in touch with our Customer Experience team here.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand!

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

Head over to our tracking portals below. Pop your tracking number in to follow your Platypus order.

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