What should I do if my tracking says my order has been delivered, but I haven’t received it?Updated 9 days ago

If your tracking shows that your order has been delivered but you cannot locate the parcel, please follow these steps:

1. Check your mailbox and property: Look around your property for any areas where the parcel may have been tucked away out of sight, including entrances, around the garage, and mail rooms or front desk reception areas. Don’t forget to check with other members of your household and neighbours, as sometimes parcels are received on your behalf.

2. Report the missing parcel to the courier: If you still cannot find the parcel, contact the courier directly to report it as missing.

3. Provide us with the inquiry number: Once the missing parcel has been reported, please send us the inquiry lodgement number and a screenshot of the report/email.

4. Next steps: While we will do our best to assist you, please note that CSB is unable to offer refunds on missing parcels.

If you live in an area where mail theft is common, we highly recommend using a secure parcel locker for future deliveries, as we cannot accept responsibility for parcels that are stolen after delivery.