Q. My Parcel Seems Stuck, What Should I Do?Updated 6 hours ago
We completely understand how stressful it can be when it looks like your parcel hasn’t moved in days. Because we ship internationally — including from Australia to the US, UK, and Europe — it’s not uncommon for parcels to experience delays as they travel through various postal hubs, customs checks, and courier partners along the way.
If your tracking appears to be stuck, here’s what you can do:
Step 1: Review Your Tracking Information Carefully
If you’ve used our Tracking Page to check the status of your shipment:
Click on the tracking number displayed — this will take you directly to the courier’s official website.
There, you’ll find a more detailed scan history and real-time updates from the delivery network.
🔍 Important: Once a parcel has been dispatched, its movement is in the hands of the courier and customs officials. While we can’t intervene or speed up the process, the courier’s tracking page will always show the most accurate status available.
Step 2: Allow a Little Extra Time
It’s completely normal for tracking updates to pause for a few days, even while your parcel is still en route. Delays often occur due to:
Customs inspections
Seasonal or high-volume shipping periods
Processing at international sorting centers
In most cases, your parcel will continue moving on its own. We suggest waiting a few additional days to allow the tracking to refresh.
Step 3: Reach Out to the Courier (If You’re Worried)
If you’ve already reviewed our article, “Why is my order delayed?”, and you’re still concerned, you can contact the courier directly for a more in-depth update.
Visit the courier’s site by clicking your tracking number.
Use the Contact, Support, or Help sections — most couriers offer phone, email, or live chat options.
The courier can help clarify situations like:
Parcels held at customs
Missed or delayed scans
Weather or logistics-related slowdowns
Step 4: Still Need Assistance?
If you’ve already contacted the courier and your package is still delayed or lost, our Customer Service Team is happy to help.
When reaching out, please include:
Your order number
A brief summary of your contact with the courier
Any screenshots or notes from the tracking page
This will help us investigate and escalate the issue if needed. Contact us here.
To Recap:
✅ Use the tracking page to follow your parcel and click through to the courier’s site for deeper insights
✅ It’s normal for tracking to pause — delays are often temporary
✅ Contact the courier if you’re worried or need more details
✅ Reach out to us if you’ve done all the above and still need help
Thanks so much for your patience and understanding — international shipping can be unpredictable, but we’re here to assist however we can!