On rare occasions, delivery of your order may not be possible. For example if:

• The shipment is too large to be placed through your letterbox and there was nobody to receive the order
• Incorrect details were entered when inputting the delivery address
• There is limited access to the building complex

If the courier is unable to complete the delivery, they will most likely leave your delivery at your local post office.

If you're expecting a Popsa delivery on a particular day and it hasn't arrived, check for a card left by the courier to see if delivery was attempted. For more courier and delivery information, read our complete guide to shipping and delivery process.

To avoid missing the courier, you can estimate your delivery time using the Popsa app. Or, if you've selected Tracked or Rush Shipping during the checkout process, you'll receive tracked information updates. You can also view the status of your order.

Note Popsa is unable to deliver to a Post Office directly.

Collect from your local Post Office

If your items have been left at your local Post Office, please leave 24 hours before collecting them. This will ensure that your item has reached the Post Office and is available for collection.

You may be required to bring identification with you. Check online to see what's required, and for other information such as opening hours.

If you don't collect your parcel before the collection window expires, your package will be returned to Popsa and securely disposed of.

Troubleshoot delayed or lost items 

If your order has been severely delayed or lost, you may be eligible for a partial refund. Check the delivery address on your order for all deliveries that have not arrived 14 days after dispatch before contacting our customer service team.