Support
Track your order
Tracking numbers are emailed the moment the carrier first scans your parcel — not when the label is printed. Track it on the carrier's own page below, or email us and we will chase it.
Track with the carrier
Your confirmation email names the carrier and the tracking number. These open each carrier’s own tracking tool, which is more current than any third-party page.
What each scan state means
- Label created
- We have printed a label. The carrier has not taken the parcel yet, so there is nothing to track. This can sit for a day without anything being wrong.
- Accepted / picked up
- The carrier physically has the parcel. This is the scan that starts the transit clock, and the one the estimates on our shipping page are measured from.
- In transit
- Moving between facilities. Domestic parcels often go a full day between scans without stopping — a quiet tracking page is not a stuck parcel.
- Out for delivery
- On a vehicle, scheduled for today.
- Delivered
- Scanned at the destination. If it is not where you expect, check with a mailroom, a reception desk or a neighbour before reporting it — that is the outcome in most cases.
- Exception / attempted
- The carrier could not complete delivery: no access, nobody to sign, or an address problem. These usually resolve on a second attempt, and the carrier's own page will say which it was.
When a parcel counts as lost
A parcel with no carrier scan for a full business week is treated as lost and is replaced or refunded at your choice. We do not require a carrier claim to be settled first — that is ours to pursue, not yours to wait on. A parcel marked delivered that you did not receive should be reported within five days of the delivery scan. Full terms on the shipping page.