APG Ecommerce Solutions tracking

What is APG Ecommerce Solutions?

APG eCommerce Solutions is a wholly-owned subsidiary of Australia Post, the Australian government-owned postal enterprise, and operates as a dedicated business-to-business cross-border ecommerce logistics provider. The company was established specifically to serve online retailers and brands that need to ship parcels internationally, rather than offering services to individual consumers. Its entire operational model is built around managing international outbound parcel flows and returns on behalf of merchant clients, with a particular focus on connecting UK and European retailers with consumers in Asia-Pacific markets, Australia and New Zealand in particular.

The origins of APG trace back to 2013, when the business was founded under the name Startrack International with a mandate focused on growing inbound parcel volumes into Australia from international origins. A foundational client relationship was established that same year when ASOS, the UK-based fashion retailer, engaged the company to handle its Australian distribution. This partnership eventually grew to represent 100% of ASOS's Australian delivery volume, establishing the large-scale merchant model that defines the company to this day. In 2016, the business was acquired by Aramex Global Solutions, a joint venture between Aramex and Australia Post. Australia Post then bought out Aramex's stake in 2019 and assumed full ownership, triggering the rebrand to APG eCommerce Solutions, with APG standing for Australia Post Global.

• Founded: 2013 as Startrack International; rebranded to APG eCommerce Solutions in 2019 following Australia Post's full acquisition of the business
• Headquarters: Suite 208, Eastside, King's Cross Station, London, United Kingdom, for UK and European operations; additional distribution operations near Heathrow airport in Slough
• Parent company: Australia Post, a government-owned enterprise headquartered in Melbourne, Victoria, Australia
• Additional offices: Long Beach, California for North American operations; Central, Hong Kong for Asia-Pacific operations
• ISO certifications: ISO 9001, ISO 14001, ISO 27001, and ISO 45001, all achieved simultaneously in December 2018; ISO 26000 for Social Responsibility added in June 2023, assessed by certification body NQA
• Technology platform: Developed in partnership with Avenga, hosted on Microsoft Azure using a microservices architecture with .NET Core, Azure Functions, and Elasticsearch

APG's position in the market is illustrated by its confirmed client roster, which includes ASOS and Boohoo, two of the largest names in global online fashion retail. For ASOS alone, APG ships well over one million parcels per month into the Australian market while also managing returns from Australia, New Zealand Israel, the Middle East, and Southeast Asia. This depth of integration, covering not just outbound delivery but the return flows that are central to the fashion consumer experience, sets APG apart from carriers that handle only the outbound leg of the shipping journey.

Which countries does APG Ecommerce Solutions deliver to?

APG eCommerce Solutions operates across more than 220 countries and territories, a reach made possible by a network of contractual relationships with in-country carriers and postal operators rather than by operating its own global delivery fleet. The company's approach is to select the best available local last-mile carrier in each destination market combining local delivery knowledge with its own international routing infrastructure. The most developed trade lanes are those connecting the United Kingdom and continental Europe with the Asia-Pacific region, reflecting APG's origins as an Australia inbound specialist and the ongoing operational advantage provided by its Australia Post parent company.

For deliveries into Australia, APG uses Australia Post's eParcel network, which provides coverage to every Australian postcode on every business day. This domestic reach is one of APG's clearest operational advantages for merchants targeting Australian consumers, as no purely commercial carrier operating in Australia matches the breadth of Australia Post's national network. The Asia-Pacific regional office in Hong Kong manages carrier relationships and operations across Southeast Asia, with confirmed operational activity in Indonesia, Thailand and China. For China specifically, APG partners with SaiCheng Logistics, a joint venture with China Post, giving the company access to China's national postal infrastructure for last-mile delivery.

• Australia: Full domestic coverage via Australia Post's eParcel network, reaching every Australian postcode on every business day
• New Zealand: Confirmed carrier arrangements with established last-mile delivery operations
• Asia-Pacific: Confirmed operations in China via SaiCheng Logistics (a joint venture with China Post), Indonesia, Thailand and Hong Kong, with wider Southeast Asia coverage
• United Kingdom and Europe: Coverage across the UK and continental European markets, managed from the London and Slough operations
• North America: United States and Canada, managed from the Long Beach, California office; a partnership with SEKO Logistics announced in 2023 extends reach to US-based retailers using the SEKO network
• Middle East: Confirmed carrier arrangements in Israel and Saudi Arabia, among other regional destinations
• Russia: Carrier arrangements confirmed, subject to applicable shipping regulations

International shipments are routed through APG's network to a handover point where the parcel is transferred to the in-country last-mile carrier. From that point, tracking updates reflect the local carrier's own systems, and delivery interactions are with the destination country's partner rather than with APG directly. For Australia-bound shipments, this handover is to Australia Post. For other destinations, the handover is to the appropriate commercial or postal partner assigned to that specific route, which may vary even within a single country depending on the service tier and the merchant's contract terms.

What are the APG Ecommerce Solutions services and delivery times?

APG eCommerce Solutions organises its service portfolio into four delivery product tiers, supplemented by dedicated returns solutions. All products are contracted on a business-to-business basis; there is no consumer-facing retail offering and no walk-in shipping option. The service tier applied to any given shipment is determined by the merchant's contract with APG, reflecting the merchant's requirements for that trade lane, their cost priorities, and the value and nature of the goods being shipped.

• ePacket: Entry-level postal solution using postal customs clearance processed at the origin country, with semi-tracked visibility. Designed for cost-sensitive or lower-value shipments. Indicative transit time of 8 to 12 business days internationally.
• ePacket Plus: Enhanced postal product offering end-to-end tracking throughout the parcel's journey while retaining the postal clearance model. Suited to merchants who need consumer-facing tracking without stepping up to a commercial parcel product. Indicative transit time of 8 to 12 business days.
• eParcel Premium: Flagship parcel service using commercial customs clearance, selection of the best available local last-mile carrier in the destination country, and an option for Delivered Duty Paid (DDP) handling. Indicative transit time of 4 to 8 business days.
• eParcel Express: Fastest service tier, offering fully tracked delivery at accelerated transit times suited to time-sensitive orders. Indicative transit time of 1 to 5 business days.
• eReturns - Drop Off: Fully tracked in-country returns solution allowing consumers in the destination country to return items at a local drop-off point rather than arranging international return shipping independently.
• eReturnCN - Collected: China-specific returns variant, handling parcels flowing back from Chinese consumers to the merchant of origin.

The distinction between postal clearance and commercial customs clearance carries practical weight for merchants choosing between product tiers. Postal clearance, used on ePacket products, is generally adequate for lower-value goods shipped to markets where postal import channels are well-established. Commercial customs clearance, used on eParcel products, processes faster, supports more detailed import documentation, and is better suited to higher-value goods or markets with stricter import controls. Fashion merchants shipping mid-to-high price point garments, accessories, or footwear will typically find that eParcel Premium with commercial clearance better fits their operational profile than the postal channel options.

Transit times listed above are indicative ranges derived from published and third-party sourced data. Actual delivery time on any specific shipment will vary based on origin and destination countries, customs clearance speed at the destination, the specific last-mile carrier arrangement on that route, and seasonal factors such as public holidays or peak trading periods. APG does not advertise guaranteed delivery dates in publicly accessible materials. Contracted service level commitments are established on a per-merchant basis during the account setup process.

What are the APG Ecommerce Solutions rates and maximum dimensions accepted?

APG eCommerce Solutions does not publish a public rate card, and there are no online quote calculators or flat-rate options available to the general public or to individual consumers. Pricing is agreed directly between APG's sales team and each merchant client through a negotiated contract, with rates reflecting a combination of shipment volumes, destination country mix, chosen service tiers, and any value-added services such as DDP duty handling or returns management. This model is standard practice for business-to-business logistics operators working at scale, where the combination of volume commitments and route complexity makes fixed public pricing impractical.

• Pricing model: Negotiated B2B contracts only; no public rate card, online quote tool, or consumer-facing pricing is available
• Weight calculation: Rates are based on the greater of actual weight and volumetric (dimensional) weight, a standard practice across the international parcel and express delivery industry
• Maximum weight and dimensions: Not publicly disclosed; specific limits are defined within individual merchant contracts based on the service tier and destination market
• Primary parcel profile: Small-to-medium parcels in categories such as apparel, accessories, electronics, and consumer goods; large freight shipments and pallet-based movements are outside APG's core focus
• DDP pricing: Available as an add-on for eParcel Premium shipments, covering the collection of import duties and taxes at the merchant or checkout level rather than at the consumer's door

The volumetric weight calculation used by APG follows the same convention applied across the international express and postal industry. When a parcel is light relative to the space it occupies, the volumetric weight will exceed the actual weight, and the higher of the two figures determines the billable weight. This approach reflects the cost of aircraft and vehicle capacity rather than just physical mass. Merchants in the fashion and apparel category, where garments are frequently lightweight but packaged in moderately sized boxes, are generally familiar with this calculation and factor it into their fulfilment and packaging decisions when working with cross-border logistics providers.

What are the APG Ecommerce Solutions delivery options?

Because APG eCommerce Solutions operates as a network coordinator that relies on in-country last-mile partners for final delivery in each destination market the specific reception options available to consumers depend entirely on which local carrier is handling the final leg. APG does not operate delivery vehicles in most markets and does not centrally advertise features such as delivery time-slot selection, locker network access, or nominated safe-drop locations as universal product features. These options, where they exist, are determined by the destination country's last-mile carrier and are governed by that carrier's own policies and consumer tools.

• Australia: Delivery via Australia Post's eParcel network, with consumer options including SafeDrop for unattended delivery, MyPost preference management, and collection from Australia Post retail outlets and parcel lockers
• Other international destinations: Delivery options vary by country and are governed by the policies of the local last-mile carrier assigned to that route under APG's network agreements
• Address changes on in-transit shipments: Consumers should contact the destination country's last-mile carrier directly using their APG tracking number, as the local carrier manages delivery logistics from the handover point onward
• Redelivery and missed delivery procedures: Handled according to the destination carrier's own policies; APG does not centrally control these procedures across its partner network
• Returns: Available through the eReturns service in supported destination markets, allowing consumers to drop items at a local collection point rather than arranging international return shipping independently

For Australian deliveries, Australia Post's eParcel infrastructure provides the most clearly defined consumer experience. Recipients can manage incoming parcels through Australia Post's consumer tools, redirect shipments to a nearby post office or parcel locker, and contact Australia Post directly regarding any delivery issues, Monday to Friday from 08:00 to 18:00, excluding public holidays. For all other destinations, the consumer's point of contact for delivery queries from the handover point onward is the local last-mile carrier. APG's role in the delivery chain ends at the point of handover to the destination country's carrier, and consumer-facing interactions beyond that stage are with the local partner.

What should I do if my APG Ecommerce Solutions parcel is lost or damaged?

APG eCommerce Solutions structures its customer support around its merchant clients rather than end consumers. Recipients of parcels shipped through APG's network are directed to contact the original retailer or online store first, as it is the merchant who holds the contract with APG and is the appropriate party to raise a claim on the consumer's behalf. APG's support team then works with the merchant to investigate the issue, whether it concerns a lost shipment, a damaged item, or a delivery recorded as completed that was not received by the consumer.

• First point of contact: The original retailer or online store from which the purchase was made; the merchant holds the APG contract and must open any formal investigation
• APG support portal: Merchants and authorised users access ticket-based support through APG's Freshdesk platform, which includes a knowledge base covering tracking queries, destination-country duty information, carrier-specific details, and common delivery issues
• Support hours: Monday to Friday from 09:00 to 22:00, Sunday from 08:00 to 16:00, closed on national public holidays
• General merchant contact: APG operates a UK-based phone line and general email address for merchant enquiries; shipment-specific support is handled through the Freshdesk ticketing platform
• Australian deliveries: For parcels delivered via Australia Post, consumers can contact Australia Post directly, Monday to Friday from 08:00 to 18:00, excluding public holidays
• Claims procedures: Specific compensation amounts, required documentation, and filing deadlines are not published publicly and are defined within individual merchant contracts

The investigation process for a lost or damaged cross-border shipment is more involved than for a domestic parcel, as it may require coordination across APG's own network, the international transit leg, whether by air or sea, and the destination country's last-mile carrier. For this reason, claims are raised through the merchant, who can work with their APG account contacts to trace the shipment across all parties in the chain. Documentation typically required to support a claim includes the order confirmation, tracking number, and for damage claims, photographic evidence of the condition in which the parcel arrived.

Does APG Ecommerce Solutions handle international shipments and customs formalities?

International cross-border shipping is APG eCommerce Solutions' entire area of operation. Every shipment the company handles crosses at least one national border, and customs clearance management is one of the primary services APG provides to merchant clients. The company operates two distinct customs clearance models depending on the service tier, and the choice between them has practical consequences for clearance speed, documentation quality, and the consumer experience at the point of delivery.

For ePacket and ePacket Plus shipments, customs clearance is processed as a postal customs entry at the origin country. This model suits lower-value goods and routes where postal import channels are well-established and processing is reliable. For eParcel Premium and eParcel Express shipments, commercial customs clearance is used instead. This channel processes faster, supports more detailed import documentation, and is better suited to higher-value goods or markets where customs authorities apply closer scrutiny to incoming commercial shipments. APG's merchant support portal contains country-specific guidance on duties and taxes for individual destination markets.

• Postal customs clearance: Applied to ePacket and ePacket Plus products; processed at the origin country; suited to lower-value goods on established postal routes
• Commercial customs clearance: Applied to eParcel Premium and eParcel Express products; faster processing with more detailed documentation than the postal clearance channel
• DDP (Delivered Duty Paid): Available on eParcel Premium; import duties and taxes are collected at the merchant or checkout level, removing the risk of unexpected charges presented to the consumer at the point of delivery
• Destination duties guidance: Country-specific information on import duties and taxes is available through APG's merchant support portal, covering the major destination markets in APG's network
• Prohibited items: Not centrally published in publicly accessible materials; governed by APG's own policies, the destination country's import regulations, and the policies of the specific last-mile carrier used on each route

The DDP option on eParcel Premium is of particular relevance to fashion retailers shipping to markets where customs charges are applied at the door. A consumer who is presented with an unexpected duty or tax charge at delivery has a meaningful likelihood of refusing the parcel, generating a return and reducing the merchant's fulfilment rate. By collecting duties and taxes at checkout through DDP, merchants remove this friction point entirely. For shipments into Australia, New Zealand the United Kingdom, and the European Union, understanding the applicable import thresholds and tax rates for each market is a core part of the cross-border planning that APG's team supports through the merchant contract and account management relationship.

Understanding tracking statuses

When you track an APG eCommerce Solutions parcel, the status messages displayed reflect the position and condition of the shipment at each stage of its international journey. APG's tracking platform, built on Microsoft Azure and designed to process large volumes of global shipment data in near real-time, pulls updates from both APG's own network and the destination country's last-mile carrier. This means that tracking events may appear at different intervals depending on which part of the logistics chain the parcel is currently moving through, and there can be a lag between physical parcel movement and the appearance of a new status update, particularly at the transition point between APG's network and the in-country carrier. APG tracking numbers are typically alphanumeric strings of approximately 12 characters, though some shipments use the Universal Postal Union standard format of two letters followed by a numeric sequence and two closing letters. Here are the main statuses and their meanings.