Order tracking
Where is
my parcel.
One field: the tracking number from your dispatch email. You get every scan the carrier has recorded, the current status and the estimated delivery date — no account, no order number needed.
Parcel lookup
Track a parcel
New numbers can take up to 24 hours to appear after dispatch, and a number only works for the box it was printed on. Re-check the digits against the email, or send it to the support desk and we will look the parcel up manually.
Scan codes
What each scan means
| Scan | What it means | What to do |
|---|---|---|
| Label created | We printed the label; the parcel is packed and waiting for the carrier. | Nothing — the first physical scan appears within 24 hours. |
| In possession of item | The carrier has taken the parcel. | Live tracking starts here. |
| In transit | Moving between carrier facilities. | Allow 1–2 business days between scans. |
| Arrived at facility | Checked in at a regional hub or the local post office. | Normal — no action. |
| Out for delivery | On the van for today's route. | Someone 21 or older must be there to sign. |
| Delivered | The scan is closed at the address. | Check the porch, mailbox and any parcel locker. |
| Exception | Address problem, refused delivery or damage. | Contact us — we correct, reship or refund. |
Checklist
If tracking looks stuck
- The tracking number is in the dispatch email, sent when the parcel leaves the warehouse — not in the order confirmation.
- The first scan can take up to 24 hours from dispatch to appear.
- Multi-box orders ship with one number per box; check how many boxes your confirmation lists before assuming something is missing.
- An adult signature may be required; a missed attempt is usually retried the next business day.
FAQ
Tracking questions
I never received a tracking email.
Check spam and any promotion tabs first, then confirm the address on your order. If nothing arrives within 48 hours of dispatch, send us the order number through the contact page and we will resend the link.
Tracking has not moved in three days.
A gap between scans is normal at hub handovers. If there is no movement for three business days, contact us with the tracking number — we open a trace with the carrier and, if the parcel is confirmed lost, reship it.
It says delivered but nothing arrived.
Look around the delivery point, ask neighbours and check any parcel locker or front desk. Then contact us within 48 hours with the tracking number: we file a carrier claim and replace the order while it is investigated.
Can I change the delivery address after ordering?
Only before the parcel is handed to the carrier. Email us immediately; once it is in the network the address cannot be changed and the parcel has to come back to us before it can be reshipped.
The number is valid but the page says no record.
Either the parcel has not been scanned yet, or the number belongs to a box that has not left the warehouse. Wait 24 hours, then send the number to the support desk and we will check it against the manifest.
Number not moving?
Send us the tracking number and we open a trace with the carrier.