Lost, Late or Missing Parcels: Tracking Stuck, Courier Investigations & Next Steps

When a parcel appears late, delayed, or the tracking hasn’t updated for several days, it can be stressful — especially with large items like solar panels, batteries and inverters.
This guide explains what to expect, what’s normal, and the exact steps to take if your parcel is stuck, missing, or significantly overdue.

We work closely with Australia Post, Aramex, Allied, TNT/FedEx, and other national carriers, and the steps below follow their official investigation procedures.

1. Tracking Hasn’t Updated for Several Days — Is This Normal?

✔ Large or heavy items often scan less frequently

Solar panels, lithium batteries and bulky cartons may only receive major milestone scans (e.g., “In Transit”, “Facility”, “Onboard for Delivery”).

✔ Rural / remote areas have fewer scan events

If you’re in WA, NT, regional QLD, rural VIC/NSW, or remote SA/WA corridors, “stalled” tracking for 3–6 days is common.

✔ Weather or peak season can delay scans

Public holidays, Christmas, storms, and flooding can all cause delays before the next scan occurs.

2. How Long Is Too Long Without an Update?

Use this as a general guide:

• Metro areas:
  No tracking update for 3–5 business days → may indicate a delay.

• Regional areas:
  No update for 5–7 business days → still within normal tolerance.

• Remote areas:
  No update for 7–12 business days → can be normal during transit between depots.

If your parcel has exceeded these ranges, continue below.

3. Step-by-Step: What To Do If Your Parcel Seems Late or Missing

Step 1 — Check the full tracking history

Some carriers hide earlier scans. Expand the full log to confirm whether the parcel is:

• Stuck at origin

• In interstate transfer

• Misrouted to a different state

• At your local delivery depot

If the parcel shows “Delayed”, “Held”, “On Forward”, “Departed Facility”, or no scans since dispatch, continue to Step 2.

Step 2 — Check for delivery cards, safe-drop attempts or ATL

Sometimes a parcel has already attempted delivery but:

• Was left in a safe-drop location

• Is waiting at your local Post Office / depot

• Requires signature and was carded

If you have Authority to Leave (ATL) selected, the courier may leave it without knocking.

Step 3 — Contact our tracking team if the parcel is outside expected transit times

For tracking-related issues only, please email:
? tracking@starpoweradvancesolartechnology.com

Include:

1. Your order number

2. Your full delivery address

3. A screenshot of the tracking page showing the last scan

4. Any delivery notes (e.g., gate codes, ATL, business hours)

Once received, our tracking team will open a courier investigation on your behalf.

4. What Happens During a Courier Investigation?

Once we lodge the investigation:

? Couriers check:

• All depots the parcel passed through

• Photos taken at delivery attempts (if available)

• Whether the parcel was misrouted or incorrectly sorted

• Whether the item is damaged and being held pending assessment

⌛ How long investigations take:

• Australia Post: 3–10 business days

• Aramex / Allied: 3–7 business days

• Express carriers: 24–72 hours

• Remote lanes: May take slightly longer

We’ll update you via email as soon as the courier responds.

5. If the Parcel Is Confirmed Lost

If the courier confirms the parcel cannot be located after investigation:

We will:

✔ Lodge an insurance claim (where applicable)
✔ Issue a replacement immediately
OR
✔ Provide a refund if you prefer

There is no cost to you for courier loss.

6. If Tracking Suddenly Updates After Being Stalled

This is very common.
When tracking resumes:

• Delivery typically occurs within 1–3 business days

• No action is needed unless you cannot receive the parcel at the updated time

You can reply to the email from our tracking team if you require any new instructions added.

7. My Parcel Says “Delivered” But I Didn’t Receive It

This scenario has its own guide:
→ Authority-to-Leave (ATL), Safe Drop & Missing Delivery FAQs
(Will be linked when published.)

Before contacting us, please check:

• Photos attached to the delivery scan

• Neighbouring properties

• Unit/complex mailrooms

• Behind bins, fences, verandas

• Whether anyone else at the address accepted it

If still missing, email the tracking team immediately.

? tracking@starpoweradvancesolartechnology.com

8. When to Contact Us Immediately

Please email tracking@starpoweradvancesolartechnology.com right away if:

• Tracking shows “Delivered” but nothing arrived

• Tracking displays “Return to Sender” unexpectedly

• The parcel is damaged in transit

• The parcel appears stuck at origin for 5+ days

• You suspect misdelivery or a wrong address

We’ll escalate with the courier urgently.

9. Summary

If your parcel is late, stuck, or missing, we follow a clear and transparent process:

1. Check tracking & expected timeframes

2. Email our tracking team at tracking@starpoweradvancesolartechnology.com

3. We lodge a courier investigation

4. Courier locates or confirms loss

5. We replace or refund — guaranteed

Your order is always covered, and we’ll ensure you receive your parcel as quickly as possible.