Australia Post Shopmate Questions

76 questions from our users
Hi there, can you help to track where is my package RT383216592HK ? Thank you very much, regards.

IVY asked on Nov 18, 2017

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Hi Ivy,

It looks like there's some kind of issue with the address on RT383216592HK. I would recommend giving our international team a call on 1800 007 678 so we can start an investigation.

Alice

Extra Fees Australia Quarantine and Inspection Services (AQIS) handling and inspection fee. Is this included in the shipping calculation ? Does this apply to every package? What packages does this apply to ?

Jason T asked on Nov 08, 2017

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Hi Jason,

This fee isn't applicable for all items, only ones that need to be inspected by AQIS such as if you were importing plant matter. If you have any further questions you can contact AQIS on 1800 900 090.

Roxy

Hello , could you help to check where is this parcel RT382889884HK? Thank you so much.

DAISY asked on Nov 03, 2017

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Hi Daisy,

Sure, looking at the scans for this one I can see it was marked as delivered on the 27/10.

Roxy

I am trying to order Bob Ross Artist Oil Paint from his store in the USA and wanted to know if the billing adress is indeed meant to be my private adress? I thought this was the case but it wont allow me to enter Australia as a country. Thanks

Jeff L asked on Oct 12, 2017

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Hi Jeff,

The billing address needs to be matching with the details of the payment method you're using, such as your credit card. If the website you're purchasing the goods off won't accept an Australian address, you can contact your bank or credit card provider to see if they can add your ShopMate address as a secondary billing address on your account.

Roxy

Hi there i wanted too try shopmate out but i don't know what to put down as the billing address, i tried looking through the FAQ but nothing really said anything about it, i was looking through this website and a few are telling me to put down my actual address into the billing address section but the problem is that the website i want to purchase from won't allow me to put down my actual address into the billing address section, so i'm asking what do i put down in that section

Frank asked on Oct 08, 2017

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Your billing address is to connect you with your credit card when making a purchase. You must make sure your billing address is your actual address otherwise the transaction won't go through. If the website doesn't allow your to put your billing address in there is sometimes an option to change the country of your credit card. change that to Australia and it will allow you to put in the billing address.
hope this helps!

Hi Frank,

As Adam has summed up, the billing address needs to be matching with the details of the payment method you're using, such as your credit card. If the website you're purchasing the goods off won't accept an Australian address, you can contact your bank or credit card provider to see if they can add your ShopMate address as a secondary billing address on your account.

Roxy

I have tried twice to use my shopmate address with neiman marcus, and both times they have cancelled my order the following day as they can’t verify the address. My friend had no problems with the same address. Any clue why this company struggles and if there is anything so can change to fix it? Thank you.

Leah A asked on Oct 05, 2017

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Make sure your Billing address is not the same as your shipping address. Your billing address must be your actual Australian address. On Neiman Marcus the first address it asks you to fill in is your billing address, then at the bottom untick the "use this address as my shipping address" and then enter your ShopMate address. If the option is there, make sure you put your credit card as being Australian. The other thing to make sure is that you put your suite number as address line 2 rather than 1.
Hope this helps!

Hi Leah,

Adam has provided some great tips here! Some companies can pick up on the fact that they're forwarding addresses though and they don't like that - best to also double check with the company itself.

Roxy

Thank you. I am checking with them now, fingers crossed!

Hi Can I use shopmate to buy things from ebay USA? pls let me know

joeP asked on Aug 31, 2017

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Hi Joe,

That shouldn't be an issue at all. If you have any further questions, our ShopMate team can be reached on 1300 624 475 between 8am-6pm (AEST) Monday – Friday for further support.

Roxy

G'day, unless I made mistakes quoted me to receive $139.99 basketball shoes from USA $230.85 for shipping only. It's for a average sized 9yr old to give estimate on size box. Does that sound about right? Thanks Kane

Kane M asked on Aug 25, 2017

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Hi Kane,

Without knowing the exact dimensions it's hard to say! If you haven't already, I recommend giving our ShopMate team a call on 1300 624 475 so they can take a look into it for you.

Roxy

Hi there I'm trying to put in my address but its saying my address is invalid??? Tried logging out and back in again but it is still not working and I am trying to get a gift by next friday!!!!!! Please help me asap!!!

vanilla asked on Aug 22, 2017

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Hi Vanilla,

I can see why you'd be worried here, was it your home address that you were trying to add to your ShopMate Account? Or was it the ShopMate address you're trying to add to the online checkout of the store you're shopping at?

Alice

I have a notice saying oversized package Is there a customer support number i can ring? Hope they still send the package some how or i will be very disappointed

spiderweb asked on Jul 23, 2017

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Hi there,

They do - ShopMate can be contacted on 1300 624 475 8am-6pm (AEST) Monday – Friday.

Roxy

Hi there, could you help to check what's the update on my parcel (RT363341463HK)? Thank you so much. Daisy

DAISY asked on Jul 11, 2017

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Hi Daisy,

I'm pleased to see this was delivered on the 12th.

Roxy

My item was delivered by DHL on the 15/6/17. ShopMate says it'll take 1-2 business days for me to receive an email to pay my shipping back to Australia. It's been 5 business days and I still haven't received anything. It's a birthday gift (shoes. so it's nothing dangerous) and an expensive one as well so I'm a bit worried. My ShopMate account says nothing... DHL is no longer showing me the delivery because it's already delivered. The only proof I have is from the website that I purchased the item off. I've clicked on "My Shopping" in ShopMate and it says "Your parcel will appear here within 48 hours after it arrives at our warehouse" but I have not seen anything.

phtven asked on Jun 22, 2017

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Hi phtven,

It can take a few days for orders to appear in your ShopMate account. If it's still not there, give the team a call on 1300 624 475 and they'll take a look into it for you.

Roxy

I have a package which has been deem as high value, what should I do if I wish to continue using shopmate? I have already got a case number 12145396, waiting your reply.

Macin asked on Jun 21, 2017

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Hi Macin,

Looks like our ShopMate team has been in touch with you :)

Roxy

Hello friend, could you please help me check where is my this package (LP005522803HK)? It has not been moved since 5th, thank you so much.

DAISY asked on Jun 12, 2017

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Hi Daisy,

Sure, Looking at the scans I can see this one has left HK on the 6th but hasn't yet been scanned into our networks for delivery. These items usually take around 10 business days to be delivered so it shouldn't be far away.

Roxy

I've always had great experience with Shopmate. When coupon codes are available I always tend to do US shopping at that time (mainly items used to help with fundraisers). Recently, one of the retailers I bought from in the USA delivered the contents of my order (19 items) in 7(!!) different packages to my US Shopmate address. 3 of the packages were delivered within the coupons code promo but the other 4 packages arrived the next day, after coupon had expired. Not only are the other 4 packages nearly exactly the same weight but vary greatly in postage price (& postage actually far exceeds the cost of the contents in the packages). Bundling fee discount does little to reduce postage total of 4 packages. Quite a number of these items are intended to be used to help with fundraising for a well known charity. As a loyal customer, this has certainly put me off using Shopmate services in future. Would I please be able to use a coupon code as a one off? Thanks so much for your help.

Becstar asked on Jun 02, 2017

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Hi Becstar,

Apologies for the delay in responding. Glad to hear you're happy with the service - if you haven't already, give the ShopMate team a call on 1300 624 475 between 8am-6pm (AEST) Monday – Friday and they'll look into this for you.

Roxy

Sorry to bother but can you check where my parcel is? UPS shown that my parcel had been deliveried, and signed by ELLIS However it dosen't show up in my shopping. I guess it might be lost. And here is the invoice from UPS Dear Customer, This notice serves as proof of delivery for the shipment listed below. Tracking Number: 1ZY58Y510283225446 Service:UPS 2nd Day Air® Weight:6.00 lbs Shipped/Billed On:05/27/2017 Delivered On: 05/31/2017 11:41 A.M. Delivered To: PORTLAND, OR, US Received By:ELLISLeft At:Dock Thank you for giving us this opportunity to serve you. Sincerely, UPS Tracking results provided by UPS: 06/01/2017 11:35 A.M. ET Can someone to find my parcel?

Macin asked on Jun 02, 2017

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Hi Macin,

Apologies for the delay. If you still haven't had this appear in your account I recommend giving the ShopMate team a call on 1300 624 475 between 8am-6pm (AEST) Monday – Friday for help.

Roxy

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

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Hi Daisy,

Apologies for the delayed reply, I can see this was delivered on the 19th.

Roxy

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

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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

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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

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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

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