Frequently asked questions

Our Customer Service representatives are available from 8:00 a.m. to 9:00 p.m. (AEST) Monday to Friday, and 8:00 a.m. to 7:00 p.m. (AEST) on Saturdays and Sundays.

Absolutely! You can change the delivery address to anywhere within the region we serve. To update the delivery address, give us a call at 1800 568 909.

Please keep in mind that since we have to make the change manually, this may cause a delivery delay.

This option isn’t available right now.

Absolutely! To update the delivery date, give us a call at 1800 568 909.

If your parcel wasn't handed to you directly, you should have received a photo of the delivery via email.

Didn't get a photo? Please check around your property and in the mailroom. The driver may have hidden the parcel to prevent theft.

Still can't find your parcel or think it might have been stolen? Give us a call right away at 1800 568 909 so we can sort this out for you.

For security and privacy reasons, Dragonfly does not know the contents or value of the delivered parcels.

We're so sorry this happened. If you suspect your parcel has been stolen, give us a call right away at 1800 568 909 so we can sort this out for you.

For security and privacy reasons, Dragonfly does not know the contents or value of the delivered orders.

If the contents of your parcel are damaged or there's something missing from your order, please reach out to the merchant you placed your order with originally and file a claim.

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered parcels.

You can check the latest status of your parcel anytime on our tracking page.

Keep in mind that our customer service agents have access to the same information as you, so they won't have any additional details beyond what you see on the tracking page.

If you're signed up for our email notifications, you'll receive an email when your parcel is estimated to be delivered to your door within the next three hours.

This might happen if:

• The shipper hasn’t notified us of the shipment yet.
• The tracking number doesn’t start with a series of letters followed by a series of numbers, for example, DRNFLY010101010101.
• The tracking number is more than three months old. It’s past its use-by date.

You can usually find your tracking number on the merchant's website where you made your purchase, as well as in the confirmation email they send to confirm that your order has shipped.

Based on your agreement with the merchant, your parcel may be left in a place deemed safe by the delivery driver.

If there’s no secure location to leave the parcel at the delivery address, it will be returned to the warehouse and delivered the next business day.

We’re sorry for the delay. Our estimates are based on the delivery driver's schedule, but they may have gotten a bit behind on their deliveries for the day.

You can check our tracking page for the most up-to-date information we have on file about your parcel. If the shipping status indicates that it's still out for delivery, we'll be there as soon as we can be.

This means that we weren't able to deliver your order today.

This may be because:

• Your front door was inaccessible
• The driver wasn't able to complete their route today
• There was no safe place to leave the parcel
• The delivery driver wasn't able to find the parcel

We’ll try to deliver your parcel on the next business day.

Pickups at our stations are not available right now. However, you can contact our customer service team to request a change of address, delivery date, or add delivery instructions.

Our delivery hours are 7 a.m. to 9 p.m. AEST, seven days a week.

If your parcel wasn't handed to you directly, you should have received a photo of the delivery via email.

If you don’t recognize the drop-off location in the photo and you’re unable to retrieve your parcel, give us a call at 1800 568 909 so we can sort this out for you.

For security and privacy reasons, Dragonfly does not know the contents or value of the delivered orders.

You received this email because you recently ordered an item from an online merchant who contracted Dragonfly to deliver it.

You can unsubscribe from notifications by clicking the link at the bottom of the email.

Please be aware that we never request payment or personal information for your delivery. We already have everything we need. The only exception is if you choose to provide additional delivery instructions to help us make your delivery as secure and convenient as possible. You may receive an email inviting you to add these optional instructions, but it will never request your name, address, or any other personal information.

If you have received a suspicious email, call, or text message which appears to have originated from Dragonfly, we recommend you take the following steps:

1. Report the email as junk or phishing to your email provider
2. Forward the email to report-fraud@dragonflyshipping.com
3. Delete the email

Please be aware that we never request payment or personal information in return for your delivery.

Occasionally, people take advantage of our name and services in a series of email scams known as “phishing.” We urge our customers to be vigilant of such emails and to never respond with any personal information. A good way to recognize phishing emails is through design flaws, misspellings, and unusual requests.

We are committed to protecting your information and are taking all the necessary precautions to protect the security of our network. Please don’t hesitate to contact us if you have questions regarding the legitimacy of an email.