What happens if my delivery is late?

  • Updated

What steps does Sherpa take to ensure timely delivery of parcels?

We strive to ensure that every delivery reaches its destination on time. However, there are factors that may affect delivery times. Drivers on our platform have the autonomy to choose which deliveries they accept, which can occasionally lead to delays for less popular routes.


Are there specific types of deliveries that may experience delays?

Yes, there are certain categories of deliveries that may not be guaranteed to arrive on time. These include:

  • CBD deliveries in postcodes 2000, 3000, 4000, 5000, 6000, 7000, 2600
  • Deliveries with a distance between 20km and 50km
  • Van deliveries

In such cases, you will see a warning on the delivery creation page but this will not hinder you from submitting the delivery as-is.

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What circumstances might cause delays for which Sherpa cannot be held liable?

Sherpa will not be held responsible for delays in the following uncontrollable circumstances, as outlined in our Terms and Conditions:

  • Extreme weather conditions such as flash flooding, temperatures exceeding 40 degrees Celsius, or gale force winds
  • Force Majeure events
  • High-demand periods including Valentine's Day, Mother's Day, Christmas Eve
  • Deliveries with a distance exceeding 50km


How can I stay updated on the status of my delivery?

You can monitor your delivery status through the Sherpa Customer portal. Additionally, we recommend enabling in-app notifications and email alerts to receive real-time updates on your deliveries.

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