Order or delivery

Shipment status is not changing.

Table of contents

  1. What you should check now
  2. When missing updates are normal
  3. When you should contact our customer service
  4. Required information for an inquiry

1. What you should check now

  • Open the tracking directly on the shipping carrier's website and check the date and time of the last scan.
  • Allow for weekends and holidays, when shipments are sometimes not processed or scanned.
  • Check that the delivery address and phone number in your order were entered correctly.

2. When missing updates are normal

  • During the first 24–48 hours after dispatch, the carrier may be delayed in registering the shipment.
  • On weekends and holidays, tracking information may remain unchanged for longer periods.
  • International shipments may have longer gaps between scans as they move from one transport leg to the next.

3. When you should contact our customer service

  • The shipment status has not been updated for at least 5 business days.
  • The last scan shows an unusual or obviously incorrect location.
  • The tracking indicates that the shipment was damaged or held by customs.

4. Required information for an inquiry

  • Order number
  • Tracking number
  • Date of the last tracking update
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