My parcel hasn't arrived

Express Post pieces are posted to arrive by your first day. If yours hasn't turned up, the booking tells you where it's up to.

Check where it's up to

• Awaiting shipment. The lender hasn't posted it yet.
• On its way. It's been posted. The tracking shows on the booking once the lender adds it.

What to do first

1. Check the tracking on the booking.
2. Message the lender from the booking. Most delays are a day in the post.
3. If the tracking says delivered, ask anyone else at the address and your neighbours, then lodge a missing parcel enquiry with Australia Post.
4. If it isn't going to make your first day, raise it from the booking straight away.

If it hasn't been posted

While the booking says Awaiting shipment, you have two options.

• Cancel it. Press More options, then Need help with this booking? and Cancel this booking. You're refunded in full.
• Raise it. Press Report an issue with this booking and choose The lender hasn't shipped yet. You don't propose an amount: the claim is for the full amount you paid. If the lender posts it after all, the claim closes by itself.

If it was posted but hasn't come

Once the booking says On its way, press Report an issue with this booking and choose I haven't received the item. Describe what's happened and propose a refund up to what you paid.

If the parcel turns up and you confirm you've got it, the claim closes by itself.

What to send

• A screenshot of the tracking, if there is any.
• What Australia Post told you, with the enquiry number.
• Anything the lender said in messages.

The deadline

Tell the lender and Ourfit through the booking as soon as you know it's late. The lender then has 5 days to respond to a claim.

What happens next

The lender can accept, counter or contest. If they contest or don't answer in time, Ourfit decides on the evidence from both sides. A piece is the lender's responsibility until it reaches you, and if it was never posted you're refunded in full. If it arrives late, the outcome is decided the same way.

If it's lost on the way back

You're responsible for the piece until it's back with the lender, so keep your lodgement receipt and add the return tracking to the booking with Add return tracking. If the tracking stops, tell the lender and Ourfit straight away. It's decided through the same claim process, where proof you posted it on time counts, and any charge is capped at the amount you agreed to when you booked.

If you're the lender

Post with tracking, and add it with Post item when you send it. A parcel sent without tracking can be treated as not sent. If a renter says it hasn't arrived, reply on the claim with the tracking within 5 days. Only use Confirm it arrived when you know the renter has it.

Next

• Getting it
• Cancellations and refunds