We're sorry to hear that. The first thing to check is your tracking. Most orders that feel late are actually moving through Australia Post and just need another day or two. We've shipped through Australia Post for over five years and parcel loss is genuinely rare. If something does look off, get in touch and we'll investigate with Australia Post on your behalf.

Step one: check your tracking

When your order shipped, we sent you a confirmation email with an Australia Post tracking number. Search your inbox for "Teafy" or "Australia Post tracking" if you can't find it. The tracking link will tell you exactly where your parcel is right now.

Step two: check the right place at your address

How your Teafy order arrives depends on what you ordered.

Pouch orders ship in a padded mailer. These are letterbox-sized and Australia Post will usually leave them in your letterbox. If it's not on your front step or porch, check the letterbox first.

Canister orders ship in a small box. Boxes are too big for most letterboxes, so they're left as a safe drop at your front door, side gate, or with a building manager if you're in an apartment.

All retail orders are sent as Authority to Leave, which means Australia Post will leave the parcel safely at your property without needing a signature. They'll choose a sheltered, out-of-sight spot where possible. If your address isn't safe for a drop (no porch, exposed front door, busy street, or anything that looks risky to the driver), the post officer will take the parcel to your nearest Australia Post outlet and leave a collection card in your letterbox. The card tells you which outlet to collect from and what to bring (usually photo ID and the card itself).

Step three: check the time frames

Standard delivery time frames from dispatch:

Metro Australia: 1 to 3 business days

Regional Australia: 3 to 7 business days

International: 5 to 10 business days, sometimes longer due to customs

If your order is still inside these windows, please give it another day or two before reaching out. Australia Post tracking sometimes takes 24 hours to update after movement.

Step four: contact us if it's overdue

If your order is significantly past these windows, your tracking hasn't updated for several days, or your tracking shows a delivery issue, email us at info@teafy.com.au with your order number. We'll investigate with Australia Post and get back to you within one business day.

What if my parcel says "delivered" but I haven't received it?

Start with the basics. If you ordered pouches, check your letterbox. If you ordered canisters, check your front door, side gate, behind pots or planters, with neighbours, and your nearest Australia Post collection point. Australia Post drivers occasionally leave parcels at next-door addresses by mistake.

Also check your letterbox for an Australia Post collection card. If your address wasn't safe for a drop, your parcel may be waiting at your nearest Australia Post outlet for collection.

If it's still missing after a thorough check, contact us with your order number and we'll lodge an investigation with Australia Post.

Insurance on Teafy parcels

All retail orders are covered by Australia Post insurance up to $100 AUD. If you've ordered a higher value item or you'd like additional coverage, optional insurance is available at checkout for orders above the standard threshold.

Wholesale orders are fully insured by default, with insurance costs included in the wholesale shipping rate. We've shipped Teafy through Australia Post for over five years and parcel loss is rare, but the insurance gives you peace of mind in the event something does go wrong.

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