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On 24 Feb 2026, my parcel (Tracking: 62751c, children’s shoes, USD $125) arrived at Shop & Ship’s US depot. Next day I was told it was “on hold for 30 days” - labelled “Special Situation” with zero explanation. It is now Day 53. The parcel has not moved.
I have made 20+ contact attempts: 10+ emails to 7 addresses (no replies), 8 calls to their Florida depot (mostly unanswered, one rep had no file access), called Sydney office (no access), given a Victorian number that was disconnected, lodged 5 support portal cases (automated replies only), and contacted them on Instagram (generic apology, no follow-up).
No one at this company - not in Florida, Sydney, Queensland, or Victoria - can access a customer’s account or provide any assistance. This appears deliberate. I have submitted my invoice as requested. There is no legal or customs reason for this hold. My property is being detained with no explanation and no recourse.
I am in the process of formal complaints with the ACCC and NSW Fair Trading. Full documentary evidence available.
Claimed loss: $160 AUD + $28 AUD in Subscription Fees + $200 to Cover the Phone calls to Florida, 20+ Emails and messages, written complaints + Additional Compensation for the stress of 6 weeks and the loss of a customer.
Desired outcome: Refund of $188 AUD at least to cover the costs of parcel 62751c Full written explanation for the hold and compensation for other costs incurred.
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