Australia Post Shopmate Questions

92 questions from our users
Hi I recently purchased goods shipped via shopmate from the US. As the parcel is valued over $1,000 the details of my shipment have been passed onto a customs broker however I haven't received a Mail Reference Number required to lodge the customs declaration either myself or through a broker which isn't your standard broker (which is much more expensive than your typical broker). Is there any way to get a notification of the Mail Reference number (usually mailed out in a letter) so that I can lodge my declaration through an alternate broker of my choice? Very frustrated that I'm being forced to use an expensive broker and the package has somehow bypassed the usual import procedures that would allow me to A) lodge myself or B) select another broker. Thanks James

James asked on Feb 19, 2018

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Hi James,

This is a tricky one to answer without having more specific details relating to your actual enquiry. I recommend you give our ShopMate team a call on 1300 624 475 to discuss it further with them directly.

Roxy

Hi Roxy

The issue has now been resolved. The reason for the issue was that shopmate purchases are shipped into australia as Air Cargo rather than Postal Cargo. This required a different customs clearance process that doesn't use mail reference numbers.

Hopefully this information assists others with similar issues as the communication from ShopMate was very limited.

James

Hello Madam, could you please help me track the status of this parcel ( RT385916748HK )? Has it been delivered? Thanks a lot for your help.

Taylor M asked on Feb 10, 2018

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Hi Taylor,

Apologies for the delay in getting back to you, your question has only just come through.

Looking at the scans I can see this one has been marked as delivered on the 6/2/17.

Roxy

Dear Sir/ Madam, Could you help me to track the state of this parcel RT385988254HK? Thanks so much! Best regards, Taylor

Taylor M asked on Jan 29, 2018

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Hey Taylor M,

I'm pleased to see that this was delivered today ^_^

~Sami

Thanks so much! ^_^

hi i bought a pair of shows from america and its been delivered to my shopmate address and now i want to check its delivery status but shopmate isnt letting me log in. it keeps saying incorrect password or username try again later and ive been repetitively trying for the past week. plz help

mariam asked on Jan 29, 2018

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Hey Mariam,

I can see that we've been discussing this privately, if you're still having issues please get back to me there ^_^

~Sami

Hi, Shopmate item with tracking number 00093493040002037664 hasn't been updated for over a week. Would you be able to investigate if the item has arrived in Australia yet? Thanks

JESSE KIM asked on Jan 22, 2018

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Hey JESSE KIM,

Has this still hasn't been received I recommend you contact Shopmate direction on 1300 624 475 for assistance.

~Sami

Hi, Could I get some help tracking UPS package 1Z94E4754230562879? Case number is 15936357. Thank you

JESSE KIM asked on Jan 12, 2018

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Hi Jesse,

This looks like its your UPS order being delivered to the ShopMate warehouse so we can collate it and then ship it to Australia. If you're concerned, please give the ShopMate team a call on 1300 624 475.

Roxy

Hi, I am trying to place an order with the Hallmark US site and it is not accepting my mobile phone number. I can't complete the order without entering a valid phone number. It has accepted the Oregon address. Is there a phone number associated with the Oregon warehouse that I can use? Thank you.

Tillingite asked on Jan 11, 2018

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Hi Tillingite,

When you log into your ShopMate account, click on My Addresses. There is a US phone number there you can use instead so your order goes through.

Roxy

What does “it’s coming” mean exactly? It’s saying the update is from Sydney, so does that mean it’s in Australia? I am hoping to get the goods by Xmas, but it’s looking unlikely now.

Jodie asked on Dec 20, 2017

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Hi Jodie,

Without seeing the tracking it's difficult to drill down any further than saying your parcel is on its way to you. I suggest contacting us via one of the below methods with the tracking number so we can advise further:
- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Website: http://auspo.st/1BSsfUK
- Call us on 13 13 18

Roxy

My tracking numbers are: 00093493040001984259 &
00093493040001982026.

I've got two parc Los going to Oregon address. One parcel is 4cm too long. Is this going to be a problem?

Ingrid asked on Dec 10, 2017

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Shopmate do offer a service there where they will 'repack' your parcel - this might get it under the line?

thank you, hopefully this might me an optopm

Hi Ingrid,

I can see why you'd be worried. If there is a problem with the parcel being shipped out, we'll contact you through your account to let you know.

Alice

Hello, I've been trying to use ShopMate, however the Portland shipping address keeps causing my order to be cancelled. Ive made sure my billing address is correct and so don't know how to fix the problem as it won't let me use the shipping address. -Mel

Mel asked on Dec 08, 2017

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Mine too. Some US retailers do not ship to forwarding addresses like Shopmate’s. In my case, Target USA.

Hi Mel,

That's really odd. I'd recommend giving the ShopMate team a call to see if they can shed any light on what the problem might be.

Alice

Hello sir/ madam, could you please help me check whether my package ( RT383882012HK ) have arrived in the Australia? Thank you so much.

Taylor M asked on Dec 06, 2017

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Hi Taylor,

We tried to deliver RT383882012HK on Monday but no-one was home, so the parcel is now at a Post Office waiting for the addressee to come in and collect it.

Alice

Hi mate could you help me track where is my package RT383099905HK now?Thanks a lot mate , hope your reply . Thanks

billy asked on Nov 30, 2017

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Hi Billy,

My records show that RT383099905HK was delivered to the addressee on 11 November.

Alice

Hi bro, could you help me to check what's the update on the parcel RT383265633HK ? Thank you so much. kindest regards

DAISY asked on Nov 30, 2017

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Hi Daisy,

I would have expected RT383265633HK to have been delivered by now, so I'd recommend getting the sender to raise a missing item case with Hong Kong Post so we can investigate for you.

Alice

hello ive got a package being delivered to the Shopmate store in the US. Shopmate is closed today and tomorrow... would the package be there or will fedex take it back?

Joey M asked on Nov 23, 2017

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Hi Joey,

Have you checked the tracking for this one? I'm not too sure what Fedex's processes are in this instance - you might be best to check with them from here to find out what's happening.

Roxy

Hi dear, Could you please help me check the parcel(EV883328805CN)? It's been two weeks. I can not find any update about it. Looking forward to your reply. Thank you very much.

Sharon L asked on Nov 23, 2017

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Hi Sharon,

I'm afraid I don't have any scans showing this item's arrived in Australia as yet, though it definitely should have. From here, I recommend contacting the sender in China and requesting they speak with China Post to get an item investigation underway. They will then liaise with us as required to find out what's happening with this delivery.

I appreciate this process might seem a little convoluted seeming as the item is in Australia but the process is in line with the terms of the Universal Postal Union, which us and China Post are bound to.

It also means that you'll get a quicker resolution and often the sender will choose to compensate you or resend the item while the original is being investigated.

Roxy

What do I do if they ask for a phone number (and it's required)?

Allytrav asked on Nov 22, 2017

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Hi Allytrav,

You should be able to enter your own phone number without any issues. If you need further assistance, you can check our FAQs here: http://auspo.st/2rRYQdx

Roxy

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

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