Australia Post Shopmate Questions

60 questions from our users
Hello mate, could you please help me to check where is this package(RT371967020HK) now? Thank you so much. Daisy

DAISY asked on May 18, 2017

Hi a Shopmate account and have 2 orders 'on hold'. As requested I have emailed Shopmate on 2 separate occassions but neither of my packages have changed status nor have I received a response email. What is happening and why are my orders on hold?? The second case number is 11178013.....

tennille asked on May 08, 2017

Answer this

Hi tennille,

Apologies for the delay in getting back to you. Looks like the ShopMate team have been in touch with you now.

Roxy

I am trying to make payment on my shopmate account. When I click make payment nothing happens. I have enabled cookies and there is sufficient funds on my credit card I've tried on my laptop and my phone same thing is happening! I want my package sent asap because I need the shoes for my sons christening. My customer number is 10091 58219 Thanks heaps Emily

Emilytzitzi asked on May 06, 2017

Answer this

Hi Emily,

Apologies for the delay in getting back to you. If you're still having terouble, I recommend giving the ShopMate team a call on 1300 624 475.

Roxy

Hello can you please tell me how to check out? after I filled the declaration form ! it tells me that the product is high value and that I have to pay tax upon arrival on australia .I understand this but its not giving me an option to select checkout or payment! please help?

arun asked on Apr 09, 2017

Answer this

Hi arun,

Apologies for the delayed reply. If you still need assistance with this, please contact ShopMate on 1300 624 475 between 8am-6pm (AEST) Monday – Friday for further support.

Roxy

Hi, I sent a gift to my friend, the tracking number is RT359075885HK But he told me it was seized by the Australian customs. Could you please help me check about the package? Why was it seized by the customs? Thank you.

Sharon asked on Mar 28, 2017

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Hi Sharon,

Regrettably I have no scans at all for item RT359075885HK so can't advise further. I'd recommend double checking the number and contacting us via one of the below methods for more assistance:
- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Call us on 13 13 18

Roxy

Hi can you please tell me what this means? Package on hold Your package is on hold awaiting our further operations from us. Kindly email our Customer Contact Centre at ShopMate@auspost.com.au for further instructions. Thanks

LizM71 asked on Mar 10, 2017

Answer this

Hi LizM71,

I'd recommend sending a quick email to that address so you can get assistance :)

Roxy

I have four parcels coming from Portland Oregon and I just wanted to know what would it mean if I deselected the 'Packaging included' button on all 4 orders?

Jarmmammone asked on Mar 09, 2017

Answer this

Hi Jarmmammone,

I'm not too sure what you mean; do you want us to repack your orders for you? We won't send them all together as one item and there may be a fee for this.

You can contact our ShopMate customer contact centre on 1300 624 475 between 8am-6pm (AEST) Monday – Friday for further support or email us at shopmate@auspost.com.au.

Roxy

Hi there, could you please the estimate date for the package RT358037197HK? Thank you very much. Daisy

daisy xu asked on Mar 09, 2017

Answer this

Hi Daisy,

Article RT358037197HK arrived in Australia on the 20th but has no further scans. I would recommend the sender contact their local postal authority to raise an enquiry, and they will in turn liaise with Aus Post to determine what's happening.

For further information, you can contact us via the one of following methods with your tracking number:

- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Call us on 13 13 18

Roxy

I'm waiting for my Shopmate parcel to be assigned (3 days since arrived in Portland warehouse). Once it has been assigned, are there any express postage options? The package is rather urgent.

jayel asked on Feb 25, 2017

Answer this

Hey Jayel,

So we can look into this properly for you, contact us via the one of following methods with your tracking number:

- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Call us on 13 13 18

Steph.

Hi, I recently got a package delivered to the ShopMate address in the US (Portland, OR) but the Suite number was missing from the order from the US retailer. I have logged a ticket (Ref 09699645) but haven't heard anything. I believe the Suite number identify us for the forwarding. Can you help?

Scott asked on Feb 14, 2017

Answer this

Hey Scott,

I've asked for our ShopMate team to have a look at this and get in touch with you.

Steph.

Hi Steph,

Thanks so much. One of your team has rung me straight away. Thank you so much for your prompt assistance!!

Hi there, I recently got a package delivered to the ShopMate address in the US (Portland, OR) but I think the company that shipped the product there changed my name from what shopmate gave me. Will this cause a problem or any issues? The fedex shipping number should be 721733375656

Marie_b asked on Feb 09, 2017

Answer this

Hi Marie_b,

This could cause an issue with assigning your parcel to your account for forwarding. I would recommend creating a case at http://auspo.st/2fWGhhZ and referring to ShopMate. A consultant will assist you with this.

Ashleigh

Hi I ordered a set of art supplies from the US and Shopmate has been holding them due to dangerous or damaged goods. Could you please help me out here as I tried contacting Shopmate but still haven't received a reply and it's been 4 days now.

Nick asked on Feb 03, 2017

Answer this

Hey Nick,

So we can follow up on this, contact us on Facebook or Twitter @auspost with your case number.

Steph.

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