Rest assured, it is completely normal for tracking updates to have temporary gaps of 3 – 5 business days. This typically occurs during international transit, customs inspections, or during the hand-off between carriers. If there has been no movement for more than 10 business days, please contact [email protected] so we can investigate.
1. Why is my tracking not updating?
“Stuck” tracking usually happens for a few standard logistical reasons:
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International Transit: Your package is likely en route between major hubs (e.g., crossing the ocean). It will only update once scanned at the next destination facility.
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Customs Processing: Upon entering your country, packages must clear customs. This can take several days, especially during high-volume holiday seasons.
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Carrier Hand-off: There is often a pause when our international shipping partner transfers your package to your local postal service (such as USPS, Royal Mail, or Canada Post).
2. How to find more detailed updates
To see if there is movement not yet synced to our main page:
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Go to our Order Tracking page.
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Click “View on carrier site” to see detailed logs.
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Look for a “Local Tracking Number” or “Last-mile ID.” Copy this and paste it into your national postal service’s website for the most accurate local data.
3. When should I contact support?
Please reach out to us at [email protected] if:
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The tracking shows zero movement for more than 10 consecutive business days.
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The status shows an “Alert,” “Address Issue,” or “Returned to Sender.”
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The estimated delivery window (7 – 12 business days after production) has passed.
4. Our Commitment
If our investigation with the courier confirms that your package is lost:
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We will immediately provide a free replacement or a full refund according to our policy.
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We will handle the official inquiry with the delivery courier on your behalf.