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Thank you for contacting Popcultcha.
We sincerely appreciate your patience during these unprecedented times while you await the delivery of your valued collectibles. For information regarding the transit of your parcel, please refer to the tracking link you were provided upon dispatch of your parcel.
Unfortunately Australia Post’s service has been significantly impacted by Coronavirus restrictions and we are seeing parcels take many weeks, even months, more time than usual to reach their destinations. For information regarding Australia Post’s Coronavirus delays (and subsequent response), please see the following link;https://auspost.com.au/about-us/news-me ... oronavirus
We are unfortunately unable to provide you with more information than what is found in your tracking link. Please be aware that there are tens (if not hundreds) of thousands of customers, not just from our business, but all around the world, affected by these postage delays. Any and all enquiries that we have lodged to date with Australia Post have only resulted in generic replies from them.
Here is the information they tell us about your parcels;
*They are still in transit and will be delivered at the earliest opportunity that they can.
*Delayed parcels are being securely stored in repurposed warehouses and shipped by them as they are able to.
*We are NOT able to call for the return of your delayed parcel, they will process it when they are able to.
The most heavily affected orders seem to be those shipped in March/April - unfortunately parcels aren't always processed chronologically by the postal service, it just depends what crate/cage they get to first or how they are stacked, lots of things can influence the order that they process these parcels (they may also get jumbled in the sorting centres), so don't worry that later orders may arrive before earlier ones.
We have also noticed that the tracking links seem to become unavailable after a certain period of time - this is an automated process through the Australia Post system where it archives information after 60 days. In ALL cases we have raised with Australia Post regarding this issue, they have informed us that these parcels are all still in transit, and will be delivered at the first available opportunity.
If your tracking changes to “Pending” on Australia Post, this does NOT mean that your parcel is lost, simply that it has been archived by the system, we are unable to reverse this and make that information available to you again. We recommend trying the tracking number with your local carrier in these instances, as sometimes your local postal service may hold information longer than Australia Post.
If you have noticed your tracking changed to a ‘sea carrier’ - don’t worry! This is just another way that Australia Post are working to get your order to you. There is a significant backlog of orders awaiting departure due to a reduction in international flights, so more parcels diverted to sea will help to reduce this backlog. Australia Post has advised us that sea carriage can take up to 3 months for transit and final delivery (as they need to be sorted at the destination country).
Again, we thank you very much for your continued patience.
We are answering hundreds of emails and messages daily about the exact same thing - postal delays. We understand you are eager to receive your order, but at this time all we can do is wait for the postal services and customs agencies during this difficult time for everybody.
This is not a normal situation, as COVID-19 has affected the world in ways we've never seen, however it's also not a situation that we can make any impact on at this time.https://popcultcha.zendesk.com/hc/en-us ... n-COVID-19
Adam @ Popcultcha HQ
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