Why is my parcel not tracking or updating correctly online

Frequently Asked Questions

• Did your order just ship?** Please allow at least 1-3 days after your order shipment notifications for tracking updates to appear. At least try again in a few hours. Some shippers can take up to 24 hours to add your tracking information.

• Did you enter order number instead of tracking number?** Make sure to enter tracking number, which you can find on your order page, or in the shipment notification email.

• Make sure you typed tracking number correctly,** often people mistake digit “0” zero for letter “O”.

• Did you enter the correct number of repeated digits in the tracking number (i.e. 0000)?** It's easy to miss one digit or type it more times than required.

• Did you copy and paste the tracking number?** Please check that there are no any unwanted prefixes/postfixes like "N°", "#", ",", "-", etc.

Why has my parcel tracking stopped updating?

Most often when a parcel's tracking has stopped updating, it is simply due to a small delay in the delivery, or a delay in the tracking system registering the parcel’s progress. However, if your parcel has passed its expected delivery date you'll need to contact your retailer/seller to open an enquiry.

Why did my shipment get stuck at customs?

Having a shipment of yours held at customs is obnoxious. Order enough international items online, though, and you're bound to run into this at some point. You can read more about what to do in our guide on packages stuck in customs.

There are three basic reasons your shipment could get stuck in customs:

1. Most often, customs clearance documentation is incomplete, causing delays while customs coordinates with the shipper to gather needed information.

2. You may owe taxes on the shipment, which will be released when you pay them.

3. If the items being shipped are prohibited or restricted, customs may delay or even destroy the package.

Is your package just not moving at all?

If the tracking shows only "label created" or nothing at all, the parcel may not have been handed to the carrier yet. Read what "electronic data received" means for the tell-tale signs and the dispute deadlines. And if the parcel did move but then froze mid-route, see why parcels get stuck in transit.

What do I do if my shipment is stuck in customs?

Ensure that your shipment is actually stuck in customs. Often express shippers like DHL or FedEx will be able to have customs clear your shipment. Generally, the best way to contact carriers is by phone, but beware, often carriers use premium rate numbers which can quickly become expensive. Contacting the shipper will help you identify if there is anything you can do to speed up your shipment's time in customs. Make sure you have your tracking number on hand, as it will help your shipper locate your package.

If your shipment is stuck in customs, first check with your carrier and make sure there are no unpaid taxes. Should you come across unpaid taxes, pay them.

If that doesn’t work, your next point of contact is the shipper. The shipper then has two people they can contact: the carrier and, if they have one, their fulfillment company. The shipper may need to provide additional information to complete paperwork. In either case, it’s the shipper’s responsibility to resolve customs issues as long as you’ve paid your taxes.

That said, oftentimes, the only thing you can really do is be patient. International shipping is not always fast. Sometimes customs can hold on to packages for prolonged periods of time. You are very likely to receive your package at some point. Sometimes customs drags their feet. Sometimes the tracking information isn’t updated, and your package actually is being shipped to you.

One more warning: some sellers under-declare the value of their parcels to lower the duties that get charged. If customs catches that, the parcel can be held or even seized, so make sure your own declarations are accurate and don't ask a seller to undervalue your shipment.