What to Do If Your Tracking Number Has Not Updated

What to Do If Your Tracking Number Has Not Updated

We understand that it can be worrying when your tracking number hasn’t updated for some time. Rest assured, we are here to help you resolve this issue. Here’s what you need to know and the steps you should take if your tracking information is not updating.

Step 1: Check When Your Delivery May Be Considered Lost

  • Start by visiting our Lost Shipment Timeframe page to see the specific timeframes for when a delivery service is considered lost.
  • Each delivery service has different criteria for when an item can be declared as lost, which depends on the service level and destination.
  • Please refer to this page for the most up-to-date information on expected delivery times and what to do if your package has not arrived.
    • For guaranteed delivery services (such as Special Delivery) this is after 24 hours.
    • For express couriers this is typically when a tracking number has not updated after 48 hours
    • For slower postal services this is typically around 10 days after the expected delivery date (or longer if an international delivery)

Step 2: Contact Us if the Delivery is Considered Lost

  • If the timeframe for considering your package lost has passed, please contact our customer support team. Make sure to provide:
    • Your order number.
    • The tracking number that has not updated.
  • We will then begin the process of filing a claim with the courier service on your behalf.

Step 3: Allow Time for the Claim Process

  • Be Patient During the Investigation:
    • Filing a claim with a courier can take some time, and we kindly ask for your patience while we work with the delivery service to resolve the issue.
    • We will keep you updated throughout the process and let you know as soon as we have more information.

Step 4: Important Note on Shipping Costs

  • Refunds for Delayed Deliveries:
    • Unless you selected and paid for a guaranteed delivery service, we cannot refund shipping costs for late deliveries.
    • Guaranteed services typically include specific delivery timeframes and compensation for delays, while standard or economy services do not.

Need Further Assistance?

  • If you have any additional questions or concerns about your order, please feel free to reach out to our customer support team. We are here to help and will do our best to ensure your order is delivered as soon as possible.

Thank You for Your Patience

We appreciate your understanding and cooperation while we work to resolve any issues with your shipment. Your satisfaction is important to us, and we are committed to providing you with the best possible service.


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