Track My Order: What “Pending”, “No Updates” or “Delivered” Actually Means

If your tracking has not updated, appears delayed, or shows “Delivered” but you cannot locate your parcel, please follow the steps below before contacting our team.

In many cases, the issue can be resolved within minutes.

Step 1: Confirm Your Tracking Number

Check your shipping confirmation email for:

• Tracking number

• Courier name (StarTrack, AusPost, etc.)

• Delivery address listed

If you cannot locate your tracking email, search your inbox for:

tracking@starpoweradvancesolartechnology.com

Step 2: If Tracking Shows “Pending” or “No Updates”

This usually means:

• The label has been created

• The parcel is awaiting first scan

• It is in transit between depots

Please allow:

• 1–2 business days metro

• 2–5 business days regional

• Longer for bulky solar panels

If there has been no scan for 3+ business days, contact us with:

• Order number

• Tracking number

• Delivery postcode

Step 3: If Tracking Shows “Delivered” But You Can’t Find It

Before contacting us, please:

✔ Check all entrances, garage, shed and mailbox
✔ Check behind bins or concealed “safe place” areas
✔ Confirm if Authority to Leave was selected
✔ Check with neighbours
✔ Confirm someone at the property did not accept delivery

If still missing, email us with:

• Order number

• Tracking number

• Date & time marked delivered

• Confirmation that all safe places have been checked

We will open a courier investigation immediately.

Important Notes

• Courier investigations can take 5–10 business days

• We cannot refund or resend until courier confirmation is received

• Providing clear details speeds up resolution