We’d like to take a moment to explain how parcel tracking works for US orders, as we know tracking updates can sometimes be confusing. Transparency matters to us, and we hope this helps.
Here’s the journey your parcel takes:
1. Label created
As soon as your parcel is generated, a shipping label is created. This is when you’ll receive your tracking email from us.
2. Pick and pack
Your order is carefully picked and packed in our warehouse.
3. Courier collection
Parcels are loaded onto pallets and collected by our courier four times a week.
4. Tracking activates at the depot
Once the pallet arrives at the courier’s depot, the label is scanned. This is when tracking updates begin.
Why tracking may show no updates at first
Because we send your tracking email as soon as the label is created, you may see “no information available” for a short time. This is completely normal and simply means the parcel has not yet reached the courier’s depot.
About “Delivered” status in your online account
Our system automatically marks a parcel as delivered after 15 days. This allows the support link to appear in your account so we can quickly help with any missing or damaged items if needed.
If your parcel arrives sooner, that support link will only appear once the 15-day window has passed.
Looking ahead
We are actively working to improve this process and make tracking clearer and faster. We will be sharing further updates in the New Year.