Your satisfaction is important to us
About us (3)
An e-commerce delivery service, we specialise in on-time deliveries for customers. Quick, reliable and customised delivery solutions driven by a unique technology platform.
What that really means is, we’re first to your door. With a growing footprint in Australia, your packages get to where they need to be; fast.
Dragonfly's mission is to give our customers the most reliable, responsive home delivery service. To do this, we use route optimization technologies to minimize our delivery partners’ travel time from one delivery to the next.
Since the number of packages to be delivered varies greatly from one distribution center to another, our delivery partners aren’t assigned quotas. Our only goal is customer satisfaction.
We work with some of the heavy hitters as well as thriving small businesses in Australian and abroad.
As e-commerce and home delivery continue to grow, we’re continually working to develop partnerships with small and medium-sized businesses to give consumers a superior shopping experience.
Shipment tracking (3)
You can see the latest shipping status of your package at any time of day or night, right here on our tracking page.
Keep in mind our Customer Service people can only see the same information as you. They won’t know more than what you see on the tracking page.
If you signed up to get notifications, you’ll get an email when your package is due to arrive on your doorsteps within the next three hours.
This might happen if:
- The shipper hasn’t notified us of the shipment. Sometimes, we might get the information in our system a few hours after you placed your order on the shipper’s website.
- 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’ll usually find your tracking number on the merchant website where you made your purchase. Make sure to also check the confirmation email you got when your order shipped.
Our delivery hours are 8 a.m. to 9 p.m. AEST, seven days a week.
For now, this option isn’t available, sorry.
Not a problem! You can change the delivery address to anywhere within the region we deliver. Please contact us with the tracking number of your package and the new address to make the change.
Keep in mind, because we make the change manually, this could cause a slight delay.
According to your agreement with the merchant, your package may be left in a safe spot by the delivery driver.
If there’s no secure place to leave the package at the delivery address, it’ll be returned to the warehouse and delivered the next business day.
Some drivers like to call to make sure you’re available to get your package or to ask about your delivery preferences.
Delivery issues (7)
We’re sorry for your trouble. Our estimates are based on the delivery driver’s schedule, but they might have gotten a little behind on their deliveries for the day.
We’d ask you to kindly check the latest status of your package on our tracking page. If it shows your package is still out for delivery, it'll be delivered shortly.
This means we attempted to deliver your package, but had no luck.
This could’ve been because:
- We couldn’t access the front door
- We didn’t have the access code for the door
- Your company was closed for business
- There wasn’t a safe place to leave the package
If you were out and about, we’ll try delivering your package on the next business day. You don’t need to do anything for now—we’ll be back soon!
If your package wasn’t delivered to you in person, you should’ve gotten a delivery photo by email. If not, our Customer Service team can send you proof of delivery.
For security and privacy reasons, Dragonfly doesn’t know the contents or the value of packages delivered. If you didn’t receive your package, you’d be best off making a claim with the merchant who you bought the item from.
That’s rotten luck. We’ll continually review and improve our measures to prevent package theft and give you the highest-quality service.
For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the packages delivered. If you didn’t receive your package, you’d be best off making a claim with the merchant who you bought the item from.
At Dragonfly, we continually review and improve our measures to prevent package theft and give our customers the highest-quality service.
Our intelligent notification system sends each consumer a personalised notification when their package is scheduled for delivery within the next three hours. This helps customers be ready or ask a neighbour to accept their package.
If a customer doesn’t receive their package, we suggest they make a claim with the merchant who they bought the item from. In all cases, Dragonfly will work with both buyers and merchants to resolve any situation.
If your package wasn’t delivered to you in person, you should’ve received a delivery photo by email. If not, our Customer Service team can send you proof of delivery.
For security and privacy reasons, Dragonfly doesn’t know the contents or the value of packages delivered. If you don’t recognise the location of the package in the photo and you haven’t been able to get hold of it, you must make a claim with the merchant who you bought the item from.
We’re really sorry to hear that. For security and privacy reasons, Dragonfly doesn’t know the contents or the value of packages delivered.
If the contents of your package are damaged and unusable when you get them, you must make a claim with the merchant who you bought the item from.
Pickup locations (2)
The confirmation email you got shows the address and hours of operation of your nearest delivery center. Your package will be held there for seven days.
You’ll be asked to show our confirmation email and proof of ID when you come to get your package.
Customer service (5)
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.
Simply click on the “Unsubscribe” link at the bottom of the email you got.
You received an 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.
Deliver for Dragonfly (1)
At Dragonfly, our clients' parcels are delivered by independent contractors and their drivers. You can visit the Independent Delivery Contractors (IDC) page to find out more.
If you would like to submit your information to become an IDC, the form is on the bottom of our Independent Delivery Contractors (IDC) page.
Since the safety of our employees, delivery partners, and customers is a top priority, we’ve put several safety measures in place, including:
- Touchless delivery
- Remote working for all administrative staff
- Hygienic measures in our facilities
If a person develops symptoms, they will be asked to self-isolate at home until they receive a diagnosis. With our internal contact tracing, we can quickly pinpoint people who may have been exposed in the past few days so they can also go into precautionary quarantine.
The concerned person(s) workplace will be temporarily closed and thoroughly disinfected. As a precautionary measure, an email alert will also be sent to recipients of packages that may have been handled by the individual.
To learn more about our COVID-19 measures, please visit our COVID-19 page.
The pandemic has created some unique challenges for the online retail industry.
But our business model gives us the edge to increase our volume to meet the growing needs of our customers. Despite the current high demand, we’re happily—and easily—meeting our customers’ needs seven days a week.
We’re constantly expanding across Australia and opening new distribution centers to better serve our customers and our fellow citizens.
The safety of our employees, our delivery partners, and our customers is a top priority. To learn more about our COVID-19 measures, please visit our COVID-19 page.
Due to COVID-19, our delivery procedures have been adapted to offer a contactless service. Customers are no longer expected to sign on our delivery associates’ devices according to social distancing measures. Our delivery partner will sign N / A (Not available) after making sure the package has been delivered to a safe location.
In order to limit the risks of propagation, we invite all customers to follow the recommendations from the Public Health Agency of Canada: Parcels generally take a few days to be delivered, the risk of spread is low. To protect yourself from COVID-19, make sure to do the following when handling products:
- wash your hands often with soap and water for at least 20 seconds after handling the package
- avoid touching your eyes, nose, or mouth, especially with unwashed hands
For more information, please visit the Public Health Agency of Australia website.
For everyone’s safety, it is temporarily impossible for customers to pick up their package at the warehouse. If we haven’t been able to deliver your package after 4 attempts or if you’d like to pick up your package at the warehouse, we invite you to contact our Customer Contact Centre at 1800 370 682 so we can find an alternative.
Our employees and delivery associates follow appropriate hygienic guidelines. We have implemented strict hygienic measures in all our facilities and we have increased the frequency of our installations’ cleaning. Our measures include but not limited to:
- Mandatory body temperature check upon arrival at any Dragonfly premises;
- Thorough cleaning and disinfection of stations, every morning and every night;
- Social distancing measures;
- All station employees must wear masks and use disposable gloves while at the facility whereas delivery associates must wear the masks and gloves throughout the service day;
- Stringent cleaning measures several times daily on all surfaces, screens, handwashing stations, restrooms, and more;
- Use of plexiglass panels at every checkout point;
- Clear protocols in case of contamination.
Our employees are essential to our operations and their health is a priority for us. We are issuing the following guidelines, which remain in effect until further notice:
- Remote work for administrative personnel;
- If an employee is back from traveling abroad, we ask the employee to stay isolated at home for 14 days;
- Any employee or delivery associate experiencing symptoms associated with the flu or diagnosed as a case of COVID-19 will cease its activities with Dragonfly for the period of recovery or non-contagion.
For everyone’s safety, pick up at our locations is not available at this time. If we haven’t been able to deliver your package after 4 attempts or if you’d like to pick up your package at the warehouse, we invite you to contact our Customer Service team so we can find an alternative.
Still looking for the answer to your question? Please contact us, we're happy to help.