Order Update & Support

Use this page for an existing booking only.

Use the form below for delivery updates, access notes, files, campaign-specific questions and other support that needs to be linked to an existing Letterbox Distribution Services booking.

Invoice or booking reference required Include the invoice number or booking reference so we can identify the correct campaign. Without it, the request may not be able to be matched to the booking.

Existing booking support Request an update or ask a campaign-specific question.
Access or delivery notes Send building, gated access, unit-block or delivery instructions.
Files and evidence Upload photos or files that help explain the request.
Written record Keep campaign-specific instructions and support requests documented.

Send an existing booking support request

This form is for existing bookings only. Include your invoice or booking reference and enough detail for the request to be matched to the correct campaign.

Completing the form

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By submitting this form you acknowledge our Terms & Conditions. See also our Privacy Policy.

Why we use the support form

Existing booking support works best when it is tied to the booking record. The invoice or booking reference lets us identify the campaign, area, service type and relevant records before responding.

Correct booking The form helps match the request to the correct campaign rather than relying on general contact details alone.

Written instructions Access notes, suburb changes, files and campaign-specific requests are clearer when they are submitted in writing.

Internal review Some questions require campaign records, allocation information, stock status or field records to be checked before a reliable answer can be given.

Clear record The form gives both the Client and Letterbox Distribution Services a clearer record of what was requested and when.

Submitting a request does not automatically change a booking. Changes to areas, timing, quantities or delivery instructions require written confirmation from an authorised LDS representative and may affect pricing or scheduling. Please do not contact or direct individual Walkers.

Support and reporting depend on the service booked

Shared Weekly, Area-Specific Solo and Express Solo have different inclusions. The form allows the request to be checked against the service actually booked.

Shared Weekly: completion confirmation only.
Solo Drop: Area Specific: a written suburb-by-day confirmation may be requested after completion and internal audit.
Express Solo Drop: a written suburb-by-day confirmation may be requested after completion and internal audit.
Raw GPS, screenshots and individual Walker records: these are internal operational material and are not supplied as standard Client reporting.
Access or delivery notes: submit them through this form so they are attached to the relevant campaign record.
Files or photos: upload them where they help explain a request or concern.

Reporting is prepared after the relevant Walker information has been received, reconciled and audited. It is not guaranteed to be available immediately after the last physical delivery shift. Please request Solo confirmation promptly after completion. For full details, see the Terms & Conditions.

If you are reporting a delivery concern

Give specific details so the issue can be reviewed against the correct allocation and campaign records.

Location Provide the street, property, suburb or area involved.

What happened Explain what was observed or reported and the date it occurred.

Evidence Upload photos or other supporting information where available.

Campaign reference Include the invoice or booking reference so the concern can be matched to the relevant work.

Concerns are reviewed against the booked scope, allocation-specific information, field records and other relevant evidence. Low response, voucher redemption or enquiry levels alone do not establish whether distribution occurred or did not occur. Where an investigation substantiates that part of the booked Service was not genuinely performed, the affected portion remains subject to an appropriate remedy under the Terms & Conditions and applicable law. Nothing on this page removes any right that cannot lawfully be excluded.

Please raise delivery concerns as soon as reasonably practicable, preferably within 7 days after completion. Later complaints may still be considered using the records reasonably available. Where stock has allegedly been dumped or recovered, preserve the material and available evidence where reasonably practicable.

What this page is not for

This page is for support connected to an existing booking, including requests to review delivery instructions or campaign changes. For a new campaign, a formal cancellation request or a general enquiry, use the relevant page below.

New Campaign → Get a Quote Cancel an Existing Booking General Contact Our Services