Australia Post

Overview: 

Australia Post is a local Postal option in Australia. This shipping method is packaged in our warehouse and palatalized. Once a pallet is completed, it is routed to Australia by our Global Logistics Team. Our Logistics Team organizes the flights for this shipping method. Once it is arrived in Australia, we use AMS, to assist us with the Customs Clearance Process. This will mean, that the tracking will not update right away, and can take normally up to 4-5 days before it does update any details.  

Once it clears customs, AMS will print a new label for the package. This label will have the return address changed from iHerb to the AMS warehouse. AMS will then hand over the package to Australia Post. The tracking number we provide is the Australia Post tracking number and once they receive it then the tracking begins. Australia Post will complete the delivery to the customer.

Note:That all packages shipped via Australia Post has a signature requirement. If the customer is not present then the package will be held for 5 days at the Local Postal Shop (LPO). The name of this shop will be indicated on the tracking. After the 5 days, the package is returned to sender. However since the return address on the label is now AMS warehouse, the package will not return to iHerb. The package will be returned to the AMS warehouse. 

After the package is returned to the AMS warehouse, AMS will contact our Global Logistics Team. We will ask the customer to confirm the address for the delivery. Once the address is confirmed we will send this to our Global Logistics Team to have AMS re-route the package to the customer. A new tracking number will be provided. Keep in mind that AMS will only hold returns for 30 days. After 30 days, the package will be destroyed. 

Where to go for help:

Our Global Logistics Team for Australia Post is [e-mail]. Our Logistics Team can help with address confirmations for returned packages, and with Proof of Deliveries (POD) if needed.

If you need other assistance please reach out to your Lead or Supervisor. If needed you can also email [e-mail] for assistance. 

Tracking sites that can be used http://eretail.amservices.net.au:8080/TblTrackandTrace.aspx?ID=1&cat=705687010-0 (Just change the order number on the end to view the tracking for your order in question). This site can also be used as it is with Australia Post https://auspost.com.au/mypost/track/#/details/019931265099999891BZ9497799401000935000

Examples of Scans to See and Watch For:

E-retail AMS Tracking Scans (Will see more details before clearing customs on this tracking)

Picked Up = Leaving iHerb's Warehouse

In Transit to Destination Country = In route to Australia may take several days

Customs Cleared = Cleared through Customs

Arrival Scan  = Arrived with Australia Post. (Will match the first scan on Australia Post website)

Processed through facility = Scan processing the package through the facility for proper routing to the customer. 

Scan into Local Hub = Date arrived at the pick up facility. (This starts the 5 days for pick up)

Awaiting Collection = Awaiting Collection at this facility since the delivery attempt failed.

Shortage = The package was not on the Pallet that the manifest indicated it should be on. 

Surplus = They located the package on another pallet, but need to confirm the address and details for routing to the customer. (This is where Customer Service would confirm the address with the customer and send it to our Logistics Team for re-routing.) Note: At this point there will be no record of the package on the Australia Post website.

Return to Sender = Package being returned to the AMS warehouse. (This will not return to iHerb.) This is where Customer Service would confirm the address with the customer and send it to our Logistics Team for re-routing.

Australia Post Tracking Scans (Keep in mind these will only appear after the Customs Clearance process.

Pre lodgement by sender = The tracking number was assigned.

Item Processed at Facility = Tracking Scan was made recording the location, date and time.

Arrived at Facility = Arrived in a Carrier facility recording the location, date and time. 

Awaiting Collection at... = The delivery was unsuccessful. So the package is now awaiting pick up by the customer at the facility indicated. (Keep in mind that it will only remain at this location for 5 days.)

Onboard for delivery = Out for delivery

 

Pending No Updates yet = Has not cleared customs or transferred to the Australia Post site yet.

Possible Resolutions:

For Australia Post Shipping options, since the package will not return to iHerb, if the customer leaves it unclaimed it will be destroyed by Australia Post. In this event No Refund would be issued. If there is a factor of the package being returned it will go to the AMS warehouse, we should confirm the shipping address and have it re-routed to the customer. If needed they can provide a different address for the delivery to assure someone is there to sign for the package.