Australia Post Shopmate Questions

66 questions from our users
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

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

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Hi LizM71,

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

Roxy

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