Last reviewed: 2026-09-16
PostEx Parcel Not Received: Steps to Find Your Order
Your order has not arrived, or the tracking says delivered but you have nothing. Work through these steps in order. Most missing parcels turn up after the first two.
Independent guide: we are not part of PostEx (Pvt.) Ltd. and cannot open a trace or a claim. We explain who to contact and what to tell them.
1. Read the Latest PostEx Status Carefully
- “Order Created” for days: the seller has made a label but may not have handed the parcel to PostEx. Ask the seller first.
- “In Transit” with no change: the parcel is between cities. Give it a little longer, then call PostEx with your tracking number.
- “Delivery Pending” or “Attempted”: the rider could not reach you. Call PostEx soon, before the parcel is sent back.
- “Returned”: the parcel is going back to the seller. Only the seller can send it again.
2. Marked Delivered but You Do Not Have It
Before anything else, ask the people around you. A family member, a neighbour, office reception or the building guard may have taken it and paid the COD amount. Also check that the address and phone number on your order are right, since a small mistake can send the rider to the wrong door.
If it is still missing, contact PostEx straight away. PostEx deals with delivery disputes, including parcels marked delivered that never reached you, through its helpline (042) 111 786 227 and at support@postex.pk.
3. Contact the Seller at the Same Time
For online orders, the seller is PostEx's customer, not you. If a parcel is lost or damaged, it is the seller who opens the investigation and files the claim with PostEx under their own agreement. So a refund or a new parcel comes from the seller.
When you contact them, send:
- Your order number and the PostEx tracking number.
- A screenshot of the latest tracking status.
- The date and time you were at home, and whether anyone called you.
4. Keep a Record
Write down the name of anyone you speak to at PostEx and any complaint number they give you. Keep your messages with the seller. If the problem is not sorted out, these notes make it much easier to take it further.