Key questions about item inquiries

What is an item inquiry?

An item inquiry is a formal request to determine the whereabouts of a package.
It is used when the location of a tracked item (i.e., a package with tracking) cannot be clearly established.

What are the time limits for submitting an item inquiry?

An item inquiry can only be submitted for tracked items, i.e. shipments with tracking. Depending on the type of shipment and the destination country, the following maximum time limits apply:

Domestic: Parcels and Post Express items – 3 months
International: Parcels and Post Express items – 6 months
Domestic and international: Registered letters and insured letters (International Letter Mail) – 6 months

When is an item inquiry appropriate?

Please note: An item inquiry must always be initiated by the sender and should only be submitted if the whereabouts of the shipment are unknown. An item inquiry is not necessary simply because a package is taking longer than expected. Delays may occur during the delivery process and do not automatically mean that the package has been lost. We understand that it can be concerning if a package does not arrive as expected. In many cases, however, the delay is only temporary. We therefore recommend that you continue to monitor the tracking status before contacting the sender to request that an item inquiry be initiated.

An item inquiry should be considered if the whereabouts of the package cannot be determined:

Icon Map from Austria
An item inquiry may be appropriate if you are the sender of the item and:

the item has already been accepted by Austrian Post and has not merely been pre-advised / announced electronically*;
the tracking status shows "Delivered", but the recipient states that the item has not been received;
the tracking status has remained unchanged for an extended period (more than 3–5 business days);
the normal delivery timeframe has been significantly exceeded (please refer to the applicable GTC).

Please note: You can only request an item inquiry if you are the sender of the item and therefore the contractual partner of Austrian Post. Otherwise, please contact the sender.

^{*The status "Electronic order information was provided by sender" means that the sender, retailer or online shop has notified us of the item electronically. The item may be handed over to Austrian Post and dispatched at a later stage. Therefore, a shipping confirmation from the online shop (e.g. an e-mail stating "Your order is on its way!") does not necessarily mean that the item has already been physically handed over to Austrian Post.}

Icon parcel and globe
An item inquiry may be appropriate if you are the sender of the item and:

the item has already been accepted by Austrian Post and has not merely been pre-advised / announced electronically*;
the tracking status shows "Delivered", but the recipient states that the item has not been received;
the tracking status has remained unchanged for an extended period (more than 3–5 business days). For this information, we depend on downstream logistics providers, which is why updates for
international packages may vary or not be received at all depending on the country of destination.
the normal delivery timeframe has been significantly exceeded (please refer to the applicable GTC). As a general rule, item inquiries for international packages are recommended at the earliest after 2 to 3 weeks, depending on the country of destination.

Please note: You can only request an item inquiry if you are the sender of the item and therefore the contractual partner of Austrian Post. Otherwise, please contact the sender.

^{^{*The status "Electronic order information was provided by sender" means that the sender, retailer or online shop has notified us of the item electronically. The item may be handed over to Austrian Post and dispatched at a later stage. Therefore, a shipping confirmation from the online shop (e.g. an e-mail stating "Your order is on its way!") does not necessarily mean that the item has already been physically handed over to Austrian Post.}}

For international packages, an item inquiry should only be initiated by the sender or through the postal operator or carrier in the country where the item was posted. If you are expecting a package from abroad, we recommend contacting the sender directly.

Who is Austrian Post's contractual partner and why is this important?

Austrian Post's contractual partners are the natural or legal persons who engage Austrian Post to transport an item.

This results in the following contractual relationships:

Chart: Investigation Contractual Partners

Contractual partner YES

A contract of carriage exists between the sender and Austrian Post.
A separate contractual relationship exists (e.g., a sales contract or shipping agreement) between the sender and the recipient.

Contractual partner NO

As a general rule, no direct contractual relationship exists between the recipient and Austrian Post.

Why this matters for item inquiries – and what it means for you
As the sender is the contractual partner of Austrian Post, any item inquiry must generally be initiated by the sender. This is because any liability claims are settled between the respective contractual parties. For this reason, if there are any questions regarding the status of an item, the matter must first be clarified between the recipient and the sender.

I am the sender – what do I need to do to initiate an item inquiry?

To initiate an item inquiry, you will need to provide the tracking number of the relevant parcel together with your contact details in the item inquiry form. This enables us to identify the parcel and notify you of the outcome of the inquiry.

Please note: We recommend that you retain any proof of posting, invoices, and photographs of the parcel and its contents. These documents will help us process your case more efficiently.

I am the recipient – what can I do?

Step 1: Check the tracking status
Check the status of your parcel at post.at or in the Austrian Post App, and verify whether the normal delivery timeframe has already been exceeded (see Question 3). If the status is "in distribution", particularly for international shipments, we kindly ask for your patience.

Step 2: Check your surroundings
If the parcel is marked as "Delivered" or "Ready for pickup", please check your letterbox, your designated safe place, or ask your immediate neighbours whether they have accepted the parcel on your behalf.

Step 3: Contact the sender
If you are the recipient of a parcel, the sender (or the shipping company) is your first point of contact if you experience any delivery issues.

Not sure whether an item inquiry is appropriate?

If you are unsure whether an item inquiry is appropriate for your parcel or how to proceed in your particular situation, our Customer Service team will be happy to assess your case and advise you on the next steps.

Go to contact form

Hotline: +43 800 010 100

Questions and answers

Is there a charge for item inquiries?

Item inquiries may be subject to a charge in certain circumstances (see Terms and Conditions). However, Austrian Post currently waives this charge as a gesture of customer goodwill.

Claims for delayed Post Express Austria deliveries

If we have not met the published delivery timeframe, you can use the item inquiry process to claim a refund of the postage paid for your Post Express Austria item. Claims can be submitted no earlier than 2 days and no later than 21 days after posting your Post Express Austria item.