What it means when tracking hasn’t updated
It’s common for tracking to show limited updates early on—especially messages like “Label created”, “We’re expecting your parcel”, or “Preparing for dispatch.”
In many cases, tracking updates after the carrier collects the parcel and performs the first scan, which can take a little time.
Before you contact us (quick checks)
- Check your dispatch email
- If you received a dispatch email, your order has left our warehouse process and is with the carrier network.
- Wait a little for the first scan
- Tracking can take up to 24–48 hours to show movement after dispatch, depending on carrier processing.
- Check delivery address details
- Confirm the delivery postcode/address on your order confirmation email.
When to contact us
Please contact us if any of the following apply:
- Tracking has shown no movement for more than 48 hours after dispatch
- Tracking shows Delivered, but you haven’t received the parcel
- Your order is past the estimated delivery window
- The parcel appears damaged, lost, or delivered to the wrong address
What to include so we can help faster
When you contact us, please include:
- Order number
- Delivery postcode
- Your full name
- (If available) Tracking number/link
- A short description of what you’re seeing (e.g., “Label created since Monday”)
What we’ll do next (our process)
Once we receive your message, we will:
- Check your order status (picked/packed/dispatched)
- Confirm carrier handover details (dispatch time + tracking info)
- If needed, escalate to the carrier for investigation
- Where appropriate (based on the client brand’s policy), we’ll advise on next steps such as:
- replacement shipment
- refund
- delivery reattempt / address verification
Typical timelines (guidance)
- 0–48 hours after dispatch: Tracking may not yet show scans (normal in some cases).
- 48+ hours with no tracking movement: We recommend contacting us so we can investigate.
- Delivered but not received: Contact us right away so we can start a “Delivered Not Received” check.
Contact us
Use the contact method provided by the brand you purchased from, and include the details listed above so we can locate your order quickly.