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Delivery, Shipping, and Replacements

Some services may issue physical documents (for example, identity cards). Delivery instructions and timelines depend on the service.

Before You Apply​

  • Confirm your mailing address is correct in your profile.
  • See Manage your profile for profile update guidance.

Delivery Timelines​

Processing and shipping times are shown on the relevant service page. For example:

  • Identity Cards includes estimated processing and delivery timelines.

Not Received​

If you believe your document should have arrived:

  • Re-check the delivery address on your profile.
  • Review your application messages for updates.
  • Contact support with your application reference (if available).

Lost or Stolen​

If a delivered document is lost or stolen, follow the instructions in the relevant service and report it as soon as possible.

Need Help?​

Use Contact support and include the service name and any application reference shown in the ePortal.