Problem With My DeliveryUpdated a day ago
This article explains what to do if there is an issue with your order, including missing or lost parcels, damaged items, delivery issues, or order discrepancies.
All issues are reviewed case by case, using our warehouse, dispatch, and carrier records as the source of truth.
The Fastest Way to Get Help (Recommended)
The quickest way to report an issue or check what options are available is through our self-service portal:
https://www.keto.com.au/pages/contact
From there, you can:
Track your order
Report a delivery issue
Report missing or damaged items
Request a return (if eligible)
Contact our support team with your order details attached
You can also email [email protected], and we will action it for you.
What “Fulfilled” Means
An order marked as Fulfilled means:
All items were picked, packed, and dispatched correctly
The parcel was handed to the delivery carrier (e.g. Australia Post)
Tracking details were issued
Once an order is fulfilled, delivery is handled by the carrier and is outside our direct control.
Missing or Lost Packages (Fulfilled Orders)
What to Do First
There are several reasons why a parcel may appear missing or show a delivery exception. In many cases, parcels are found nearby.
Before taking further steps, please:
Check common courier hiding spots
Check around your property (door, mailbox, garage)
Check with neighbours or building management
Many parcels are later found after these checks.
Required Next Step: Contact Australia Post
If you still cannot locate your parcel, Australia Post is the first and fastest point of contact.
Open your tracking link from your dispatch email
Or Visit: https://auspost.com.au/ and enter your tracking number
Click “Report this parcel as missing” and follow the prompts
In cases where a parcel was left in a safe place, Australia Post will often provide:
A delivery photo
Details of exactly where the parcel was left
This step must be completed before we can assist further.
After Australia Post Has Completed Their Investigation
Once Australia Post has resolved the case, please email:
Include:
Your order number
The outcome or reference number provided by Australia Post
Replacement Orders for Lost Parcels
If Australia Post confirms the parcel cannot be recovered:
We do not replace fulfilled orders lost by the carrier
We do not issue full refunds for lost or stolen parcels after dispatch
As a goodwill gesture, we will normally provide a 50% discount on a replacement order.
This is the maximum resolution available for lost parcels.
Parcel Marked Delivered but Not Received
If tracking shows your parcel as delivered, but you have not received it:
Follow the Australia Post reporting steps above
Check delivery photos and notes provided by Australia Post
Once delivery is confirmed by the carrier, responsibility for the parcel sits outside our control.
If Australia Post cannot recover the parcel, the same 50% replacement discount may apply.
Report a Stolen Parcel
If tracking shows the parcel was delivered and you believe it was stolen after delivery:
This is treated as theft after delivery
Australia Post must be contacted first
We do not replace or refund fulfilled orders in these cases
If Australia Post confirms the parcel cannot be recovered, a 50% replacement discount may be offered as a goodwill gesture.
Missing Items From My Delivery
What this means
You received the parcel, but believe one or more items were missing from inside.
How we assess this
We rely on:
Warehouse packing records
Dispatch scans and parcel weight data
If our records show all items were packed and dispatched correctly, the order is considered complete.
What to do
Contact us via:
https://www.keto.com.au/pages/contact
Include:
Your order number
Which item(s) are missing
Photos of the outer packaging and contents
If records confirm all items were shipped:
We do not resend or refund items
A goodwill resolution may be considered at our discretion
Damaged Items in My Order
If items arrive damaged during transit:
What to do
Contact us as soon as possible via:
https://www.keto.com.au/pages/contact
Include:
Your order number
Photos of:
The damaged item(s)
Internal packaging
Outer packaging
What happens next
If damage is confirmed, we may offer a replacement or refund depending on the circumstances.
Important Boundaries (Please Read)
Fulfilled orders are considered complete once dispatched
Carrier investigations are required for delivery issues
Replacements and refunds are not automatic
Warehouse and carrier records are the source of truth
The maximum goodwill resolution for unrecoverable carrier loss is a 50% replacement discount
PayPal Buyer Protection (If You Paid with PayPal)
If you paid using PayPal, you may also choose to lodge a claim through PayPal Buyer Protection.
PayPal will assess claims independently based on their policies and delivery confirmation. Their decision is separate from ours.
How to Contact Us
Self-service (fastest):
https://www.keto.com.au/pages/contact
Email:
[email protected]
Always include your order number to avoid delays.