Order Issue

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

We are unable to make any changes to your order and we only have a small time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best. Please have your order number ready. We also recommend contacting our team via talk or live chat as this is the quickest way to get your issue resolved.

While we will make every attempt to accommodate your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

We all make mistakes sometimes. 

If you need to update your address, please get in touch with the Customer Experience team below and we’ll be able to assist. We recommend to either call or go through live chat as this is the quickest way to get your issue resolved.

Please note that there is a small window of time between your order being placed and it being shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is being shipped out.

If we miss that window, we can still contact StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.

We're sorry to hear this!

If you're struggling to apply your discount, we want to hear about it. Our site may be experiencing some technical issues around applying discounts.

To fix the problem, we suggest clearing your cookies and/or switching to another browser. 

Still not working? Don't stress  - our Customer Experience team are here to help. Please screenshot the error message as it'll help us troubleshoot the issue and reach out to us below.

We're sorry that you're experiencing this on our website.

We suggest either switching browsers or deleting your cookies and reloading the browser to attempt to fix the issue.

If you're still having difficulty checking out, we want to hear about it.

Contact the Customer Experience team below if the site is having any technical issues impacting your ability to checkout. 

The more details you can provide us, the better! Let us know:

• as much detail about the issue as you can
• screenshots of error messages (if any) 
• which browser you're using 
• what you've done to try to resolve it so far

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

If for any reason you're unable to pick up your Click & Collect order from store or would like to cancel,  please get in touch with our Customer Experience team below and they will assist you.

Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

Having difficulties? Contact the Customer Experience team below and we’ll be our best to assist you.

We’re incredibly sorry to hear that you haven’t received your tracking information.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.

Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.

Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers. 

Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we’ll help you track it down.

Sometimes, when making an order through our online store, our primary warehouse isn’t able to fulfill your order completely.

When this happens, your order then becomes what we call a split order. This means an order that has over two units can sometimes be split between our numerous warehouses around Australia so we can fulfill your order. 

If your order has more than two items and you only receive part of it in your first package, it is more than likely your order has been split and we have had to send out the rest of your order from a different location. A good indication of a split order is if you receive more than one confirmation email.

If you're still unsure please get in touch with our Customer Experience team here.