StarTrack tracking

What is StarTrack?

StarTrack is an Australian company specializing in parcel delivery, freight and logistics, entirely owned by Australia Post, Australia's historic postal operator. Founded in 1974 by entrepreneur Greg Poche under the name Multigroup Distribution Services in the Dee Why suburb of Sydney, the company gradually established itself as a major player in express transport in Australia. Initially focused on road freight, the company evolved to become a leader in the express parcel sector, benefiting from logistics infrastructure among the most efficient in the country.

StarTrack's history is marked by several significant transformations that have shaped its current identity. In 1982, the company was renamed Discount Freight Express, then adopted the name Star Track Express in 2000, reflecting its move into fast delivery services. A major turning point occurred in December 2003 when two Australian giants, Australia Post and airline company Qantas, jointly acquired StarTrack for 750 million Australian dollars, forming an equal joint venture. This strategic alliance combined Australia Post's postal expertise with Qantas's air freight capabilities.

In May 2011, the retail division of Australian airExpress merged with StarTrack, strengthening its market position. Then in November 2012, Australia Post purchased the 50% stake held by Qantas for 408 million Australian dollars, making StarTrack a 100% subsidiary of the Australian postal group. This acquisition consolidated StarTrack as the entity dedicated to business-to-business and e-commerce deliveries within the group. In May 2014, a redesign of the visual identity integrated Australia Post's emblematic red postal horn into StarTrack's blue logo, symbolizing this integration while preserving the brand's distinctive identity.

• Date of creation: 1974, initially under the name Multigroup Distribution Services
• Founder: Greg Poche, Australian entrepreneur based in Sydney
• Parent company: Australia Post, Australia's national postal operator
• Head office: Surry Hills (formerly Strawberry Hills), New South Wales, Australia
• Workforce: Thousands of employees, primarily drivers and depot staff, integrated into the HR structure of Australia Post which has approximately 37,000 employees in total
• Fleet: More than 3,000 collection and delivery vehicles across Australia
• Infrastructure: State-of-the-art automated sorting terminals on the East Coast, 3PL warehouses in most state capitals, modern depots in major regional centers

StarTrack's positioning in the Australian market is distinguished by its complementarity with Australia Post. While the "red" branch of Australia Post manages mail and traditional postal services for individuals, the "blue" branch StarTrack focuses on all parcel operations, express delivery and logistics for businesses and e-commerce. This organization makes it possible to offer customers a complete range of solutions adapted to every need, from simple postal shipments to complex logistics services. StarTrack also benefits from privileged access to Australia Post's network, which serves more than 10 million Australian addresses and operates 4,330 post offices across the country.

Which countries does StarTrack deliver to?

StarTrack ensures extensive geographic coverage, centered primarily on Australia but also extending internationally through Australia Post's global network. On Australian territory, the carrier serves the entire country, from major cities like Sydney, Melbourne, Brisbane and Perth to the most remote regions of the Outback. This national coverage is made possible by a dense network of sorting centers, regional depots and distribution platforms distributed in each state and territory.

StarTrack's logistics infrastructure in Australia is based on several strategic pillars. The company has dozens of facilities across the territory, with state-of-the-art automated sorting centers primarily located on the country's East Coast. These high-tech terminals allow processing of large volumes of parcels with high efficiency. StarTrack's fleet comprises thousands of road transport vehicles adapted to each type of mission, from urban delivery vans to semi-trailers for heavy freight, including inter-city courier trucks.

• Metropolitan Australia: Complete coverage of all urban and suburban areas of state capitals, with express delivery times as early as the next day between major centers
• Regional areas: Service of all regional cities and secondary population centers, with delivery times typically 1 to 3 business days
• Rural and remote areas: Delivery guaranteed even in the most isolated regions of the Australian Outback, thanks to Australia Post's extended network
• International: More than 190 countries and territories served via Australia Post's global postal network and its partners

For domestic air links, StarTrack benefits from a strategic partnership with Qantas Freight, which operates a dedicated fleet of six cargo aircraft in service of Australia Post and StarTrack since July 2016. These daily cargo flights, often operated at night, allow parcels to be transported quickly between major sorting centers such as Sydney, Melbourne, Brisbane and Perth. This air capacity guarantees next morning express delivery even over long distances, and ensures efficient coverage of distant or regional destinations difficult to access by land.

Internationally, StarTrack allows Australian businesses and individuals to ship parcels to most countries in the world. International services are operated via Australia Post International Delivery Service, thus benefiting from Universal Postal Union agreements and partnerships established with national postal operators in each destination country. A strengthened partnership with Singapore Post optimizes connections to the Asia-Pacific region, with parcels destined for Asian countries able to transit through Singapore Post's network for efficient local distribution. Last-mile delivery abroad is generally carried out by the postal or logistics partner in the destination country.

What are StarTrack's delivery services and timeframes?

StarTrack offers an extensive range of delivery services designed to meet the varied needs of shippers in terms of speed, reliability and budget. These services cover the full spectrum, from ultra-urgent same-day deliveries to economical standard shipments, allowing each customer to choose the formula best suited to the importance and urgency of their shipment. The majority of parcels shipped in express service arrive at their destination in a very short time, often as early as the next day in major Australian urban centers.

StarTrack's delivery services are distinguished by their flexibility and adaptation to different shipping contexts. For businesses with critical needs, express options guarantee very short timeframes. For less urgent shipments, standard formulas offer excellent value for money while maintaining a high level of reliability. All of these services benefit from real-time tracking and the efficient infrastructure of the Australia Post group.

• Immediate Delivery (Courier): This ultra-urgent service is reserved for shipments extremely sensitive to time constraints. It offers priority collection and delivery within 1 hour or more in CBD and metropolitan areas of major Australian capitals. Ideal for critical documents or parcels requiring immediate delivery.
• Express Delivery (Courier): For urgent shipments requiring rapid but not immediate delivery, this service ensures estimated delivery between 1.5 and 3 hours in CBD and metropolitan areas of major capitals. It provides a good compromise between speed and cost for business emergencies.
• Same Day Delivery: This service guarantees same-day delivery in certain metropolitan areas for urgent parcels. It is particularly suitable for shipments that must absolutely arrive on the same day without requiring delivery within the hour.
• Next Flight Delivery: With this accelerated service, the parcel is shipped on the next available flight to the destination. This option is suitable for shipments that must reach their recipient as quickly as possible by air, with a minimum cost of 345.55 Australian dollars plus additional fees depending on origin and destination.
• StarTrack Premium: The premium service ensures next business day delivery between state capitals and major centers. For other areas, the estimated timeframe is 1 to 2 business days depending on location. This is the reference solution for reliable express shipments.
• StarTrack Express (national service): This fast courier service covers local, regional and inter-state deliveries across Australia. It offers door-to-door delivery within 2 to 7 business days depending on location, with longer transit times for remote areas.
• Standard delivery: The most economical option for non-urgent shipments. StarTrack ensures distribution within a few business days depending on distance. This formula offers a reliable solution for shippers who can accept a slightly longer delivery timeframe.

StarTrack's standard delivery hours extend from 8:00 AM to 6:00 PM local time, Monday through Friday. For customers with specific needs, deliveries outside normal hours, on weekends and public holidays are available for an additional fee and with prior request. This flexibility allows businesses to adapt their deliveries to their end customers' constraints.

For international shipments, timeframes vary depending on the service chosen and the proximity of the destination country to Australia. As a general rule, international shipments do not exceed 14 business days, but this timeframe may be extended in case of weather events, national holidays or operational overload. Parcels destined for international metropolitan areas may be delivered in as little as 1 to 2 business days for the closest destinations.

What are StarTrack's rates and maximum dimensions accepted?

StarTrack's pricing is based on several determining factors, notably the weight of the shipment, its dimensions, the distance to travel between origin and destination, as well as the level of service chosen. As with most carriers, the concept of volumetric weight also applies, which means that bulky but light parcels may be charged based on their dimensions rather than their actual weight. StarTrack conducts regular rate reviews to adapt to market developments and operating costs.

Australia Post and StarTrack have aligned their annual rate review with the Australian financial year. This rate review now takes place on July 1 of each year, affecting indefinite contracts. A variable fuel surcharge is applied to delivery fees, adjusted monthly and published on StarTrack's website.

• Fuel surcharge: A variable surcharge is applied to delivery fees, adjusted monthly based on fuel prices. The exact amount is shown on invoices and published on the site startrack.com.au/pricing-updates.
• Manifest correction fees: Any shipment identified with under-declared weight may be subject to correction fees of approximately 3.60 Australian dollars excluding tax.
• Next Flight service: Minimum cost of 345.55 Australian dollars plus other fees (excluding tax). Additional fees apply depending on origin and destination.
• Negotiated rates: Business customers with a corporate account can benefit from preferential rates depending on their regular shipment volumes.

Regarding maximum dimensions and weight accepted, StarTrack applies variable restrictions depending on the service used. These limits are designed to ensure safe handling of parcels in automated sorting centers and during transport. It is essential to respect these constraints to avoid additional fees or rejection of the shipment.

• General maximum weight: Many StarTrack services accept items up to 30 kg with a maximum length of approximately 1.80 m, but limits vary depending on service and route.
• StarTrack Road Express: Minimum dimensions of 5 cm, minimum weight of 2 kg. Maximum dimensions of 117 cm x 60 cm x 60 cm. Items exceeding these dimensions or weighing more than 20 kg are subject to a manual handling surcharge.
• StarTrack Premium: Parcels must not exceed 100 cm length, 60 cm width, 60 cm height and 22 kg weight. Flat packaging less than 5 cm wide and cylindrical tubes that can roll on a conveyor are not accepted.
• International shipments: Maximum weight of 20 kg and maximum length of 105 cm for parcels destined for abroad.
• Oversized surcharge: A surcharge applies to any item (except Courier service) exceeding 32 kg or with one side measuring 150 cm or more.
• Items over 32 kg: Must be secured on a pallet or support for handling by mechanical sorting equipment.

Additional fees may also apply for certain types of packaging or specific contents. Items packaged in a barrel, tube, cylinder, wooden crate, any flat packaging, as well as any freight containing liquids, nails, magnets or glass are subject to surcharges. Conversely, freight shipped on pallets for pallet delivery does not incur a manual handling surcharge.

Merchants using StarTrack's API channel must obligatorily declare the dimensions of their shipments, in addition to weight and packaging type, when registering shipments. This requirement aligns the API channel with StarTrack's Parcel Send channel and aims to improve billing accuracy and logistics optimization.

What are StarTrack's delivery options?

StarTrack offers a variety of delivery options designed to adapt to different situations and preferences of recipients. As a subsidiary of Australia Post, the carrier benefits from privileged access to Australia's largest distribution network, which allows it to offer flexible solutions for parcel reception. These options aim to maximize the chances of successful delivery on the first attempt and to offer practical alternatives in case the recipient is absent.

Home or business address delivery is the main distribution method for StarTrack. Drivers make deliveries during business hours, typically between 8:00 AM and 6:00 PM Monday through Friday. For customers with specific needs, delivery options outside normal hours, on weekends or public holidays can be arranged for an additional fee and with prior request to StarTrack.

• Home delivery: Parcels are delivered directly to the address specified by the shipper. The recipient or a person present at the address can receive the parcel and sign the receipt if necessary.
• Automated parcel locker delivery (Parcel Locker): StarTrack Express can deliver to Australia Post Parcel Locker automated lockers when the shipper has specified this address on the shipping label. The recipient receives a code to pick up their parcel from the locker 24/7.
• Pickup point delivery (Parcel Collect): Parcels can be delivered to an Australia Post office or pickup point for collection by the recipient. This option is available when the shipper has indicated a Parcel Collect address.
• PO Box delivery: Australia Post's PO box network can receive deliveries sent via StarTrack, offering a convenient alternative for recipients who prefer this method of reception.
• Safe drop: According to the shipper's instructions and the characteristics of the delivery address, the driver may place the parcel in a secure location without signature if no one is present, thus reducing the risk of failed delivery attempts.

In case of unsuccessful delivery attempt, when no one is present at the address to receive the parcel, the driver leaves a "Sorry We Missed You" notice at the door or in the recipient's mailbox. This notice contains the information needed to pick up the parcel, either by scheduling a new delivery or by going to the indicated pickup point. The pickup location depends on the service used: for StarTrack's general freight or express road services, parcels typically return to the StarTrack depot rather than the post office.

To pick up a parcel following an unsuccessful delivery attempt, the recipient must present themselves to the post office, Business Hub or StarTrack depot indicated on the notice with a valid form of identification. It is important to note that the ability to redirect a parcel after a first attempt may be considered a premium feature depending on the service paid by the shipper, and therefore may not be available in all cases.

StarTrack also provides shippers with notification options to keep recipients informed of delivery progress. These notifications may include email or SMS alerts at key stages of the parcel's journey, such as pickup, departure for delivery and confirmation of delivery. These communications enhance the customer experience and allow the recipient to organize themselves to be present during delivery.

What should I do if my StarTrack parcel is lost or damaged?

In case of loss or damage to a parcel during transport by StarTrack, claims procedures are in place to allow customers to obtain compensation. StarTrack offers a Transit Warranty that covers losses and damage suffered by goods during transport, subject to certain conditions. This protection provides peace of mind for shippers and recipients in case of incident.

If you are a recipient of a parcel and discover that it has been lost or damaged, StarTrack recommends contacting the shipper first. Indeed, the shipper is best placed to provide you with a replacement item and may have subscribed to the transit warranty when sending. If the shipper is unable to help you, you can then contact StarTrack directly at 13 23 45 to explore available options.

• Notification of intent to claim: When the recipient has reported in writing that a loss or damage has occurred, you must notify StarTrack of your intent to claim within 14 days following the date of delivery of the goods to the destination address.
• Submission of the claim form: After notifying your intent, you have 14 additional days to submit the completed Transit Warranty claim form.
• Required documents: You must attach one of the following documents: supplier invoice with cost price including landing costs, detail of manufacturing costs, or detailed quote of repair costs.
• Photographic evidence: If your claim concerns damage, you must also provide color photographs of the damaged goods and/or packaging.

StarTrack's transit warranty covers up to a maximum of 5,000 Australian dollars by default, subject to certain conditions. A different coverage amount may be agreed in writing with StarTrack according to the customer's specific needs. Claims are processed internally, which allows for rapid settlement without any deductible to be paid by the customer. This simplified approach aims to resolve disputes efficiently and maintain customer satisfaction.

To submit your claim, you have several options. You can complete the claim form online on the StarTrack website, or download and complete the Transit Warranty claim PDF form. Completed forms and claim intent notifications should be sent to "Corporate Claims Department, StarTrack, Locked Bag 5700, Strawberry Hills, NSW, 2012" or by email to [email protected].

• Claims mailing address: Corporate Claims Department, StarTrack, Locked Bag 5700, Strawberry Hills, NSW, 2012
• Claims email: [email protected]
• Online form: Available at forms.startrack.com.au/tools/make-transit-warranty-claim/
• Phone: 13 23 45 for any questions about the claims process

It is important to note that compensation may not be granted in certain circumstances. Compensation is not available when the parcel contains dangerous items or goods prohibited from transport, or when the damage was not caused or aggravated by Australia Post or StarTrack, particularly if the item was not properly packaged and conditioned by the shipper. It is therefore essential to follow StarTrack's packaging guidelines to ensure the protection of your shipments.

For more general complaints about the service, you can contact StarTrack's Voice of Customer team via the online form or by mail to: Voice of Customer Team, StarTrack, 140 Sharps Rd, Tullamarine, VIC 3043. StarTrack is committed to handling complaints fairly and continuously improving the quality of its services by taking customer feedback into account.

Does StarTrack handle international shipments and customs procedures?

StarTrack offers international shipping services allowing Australian businesses and individuals to send parcels to more than 190 countries and territories around the world. These international services are operated through Australia Post's global postal network, thus benefiting from established infrastructure and partnerships with national postal operators in each destination country. The carrier ensures complete handling of shipments from pickup in Australia to final delivery abroad.

StarTrack's international services are essentially those of Australia Post International Delivery Service, with both entities sharing the same solutions for shipping abroad. This synergy allows customers to benefit from the combined expertise of the Australian postal group for their international shipments. International parcels benefit from end-to-end tracking, providing visibility of the shipment's journey from Australia to its final destination.

• Global coverage: More than 190 countries and territories served, covering Asia, Europe, the Americas, Africa and Oceania
• International delivery times: Variable depending on service and destination, generally up to 14 business days, sometimes shorter for nearby metropolitan areas (1-2 business days)
• Weight and dimensions: Maximum of 20 kg and 105 cm length for international shipments
• International tracking: Available end-to-end, allowing you to track the parcel until delivery in the destination country

Regarding customs procedures, StarTrack and Australia Post assist shippers in preparing the documents required for international shipments. Customs declarations are an essential part of the international shipping process. StarTrack's partner integration platforms can electronically submit international customs declarations to the carrier, automatically print international labels, generate and submit customs documentation, and apply the appropriate HS codes (Harmonized System) to goods.

Customs duties and taxes applicable in the destination country generally remain the responsibility of the recipient, unless otherwise agreed between the shipper and recipient. These fees are determined by the customs authorities of the destination country based on the nature and value of the goods. StarTrack provides the necessary information to customs services but has no direct control over the customs clearance procedures and timeframes applied in each country.

• Shipping documents: Mandatory customs declaration for all international shipments, indicating the nature, value and origin of goods
• HS codes: Harmonized System codes allow classification of goods for customs clearance
• Commercial invoice: Required for commercial shipments, detailing items, quantities and values
• Restrictions: Certain items are prohibited or subject to import restrictions depending on countries, you should check the rules of the destination country

For the Asia-Pacific region, StarTrack benefits from a strengthened partnership with Singapore Post which optimizes connections to this strategic geographic area. Parcels destined for Asian countries can transit through Singapore Post's network, taking advantage of its local knowledge and regional infrastructure for efficient distribution. This collaboration illustrates StarTrack's approach of relying on trusted local partners to ensure quality of service to the last mile.

International delivery timeframes can be affected by various external factors, including customs clearance procedures which add variable processing time depending on countries, weather events, national holidays and periods of operational overload. It is recommended that shippers allow extra time for urgent international shipments and regularly track the progress of their parcels via online tracking tools.

Understanding tracking statuses

When you track a StarTrack parcel online, different statuses may appear to inform you of your shipment's progress through the logistics network. Each parcel taken over by StarTrack is assigned a unique tracking number, usually consisting of 8 to 15 alphanumeric characters. This number allows shippers and recipients to consult the detailed history of events, from initial pickup to final delivery. Here are the main statuses and their meaning: