Track Your Order

What to Do If the Tracking Number Is Invalid?

Encountering an invalid tracking number can be frustrating, but there are steps you can take to resolve this:

1. Double-check the number: Sometimes, it’s a simple typo or miscommunication. Check your emails, order confirmations, or account details on the website where you made the purchase. Make sure you’re entering the number exactly as it’s provided.
2. Contact customer support: If you’ve confirmed the tracking number is as provided but still invalid, reach out to our customer service representatives. Our team might need to correct the number or issue a new one if the error is from our end.
3. Use a universal tracker: Sites like AfterShip or 17TRACK can help if one courier’s system doesn’t recognize the number. These sites work with numerous couriers globally and might catch a number that’s valid but not recognized by the primary courier’s website.
4. Check for updates: Sometimes, tracking numbers become valid only after the package has moved to a certain point in the shipping process. Please wait for 5-7 working days after receiving your shipping confirmation email and try again.
5. Ensure the number is complete: Some tracking numbers require all segments (prefixes, country code, etc.) to be included for them to work. Make sure you’re entering the full tracking number.
6. Check for courier transition: If your package is shipped internationally, it might have different tracking numbers for different parts of its journey. The number given might not work until the package is handed off to the final delivery service.
7. Check with forwarding services: If you’re using a parcel forwarding service for your purchase, it’s worth noting that you might receive a unique shipment number from the company. It’s a good idea to confirm with your forwarding service whether this is indeed the correct tracking number for your order.

Remember, if you’re dealing with an invalid tracking number, staying patient and persistent with our customer service team is key. Our highly skilled team has the tools and connections to fix tracking issues or provide you with a new number if necessary.

Failed Delivery Attempt Action Algorithm

If you’ve encountered a failed delivery attempt, take immediate action by visiting the website of your local postal service:

• USPS (USA): Use the “Schedule a Redelivery” feature on the USPS website or call 800-ASK-USPS to arrange a new delivery time. Alternatively, you can pick up your package at the Post Office specified on the delivery notice. If the item remains unclaimed for 5 days, it will be sent back to the sender;
• Royal Mail (UK): Check the Royal Mail website for options to reschedule delivery or to find out where you can collect your package;
• Australia Post (Australia): Navigate to the Australia Post website to manage redelivery or to locate the nearest collection point.

Here are some other things you can do if a courier like USPS, Royal Mail, or Australia Post fails to deliver your package:

1. Check for a delivery notice: Often, couriers leave a notice card if they can’t deliver your package. This card usually has information on how to proceed, whether it’s picking up the package at a local depot or rescheduling delivery.
2. Check tracking information: Use your track parcel number to see any updates or notes about why delivery was attempted but not completed. This might include “attempted delivery” or “customer not available.”
3. Monitor for updates: Keep an eye on your tracking details. Sometimes, packages are attempted multiple times before being returned or held longer at a depot.

Note that each courier might have slight variations in their procedures, so it’s important to familiarize yourself with the policies of the specific service handling your package. Acting quickly if you experience a failed delivery attempt can save time and ensure you receive your parcel as soon as possible.

Remember, if you don’t claim your package within 5 days, it will be returned to our store. If the failed delivery is due to an error by the postal service, we’ll reship your order at no extra cost to you. Alternatively, you can opt for a refund. Note that this money-back guarantee only takes effect if your order does not arrive within 30 days of dispatch. A potential reason for a failed delivery could be a lost parcel, though the likelihood of that happening under our supervision is very low, with only about 0.2% of packages going missing. However, if the unlikely event occurs that your parcel goes missing, our money-back guarantee applies: we’ll either reship it at no extra cost or provide a full, no-questions-asked refund.