I’m tracking my order and I haven't seen a new tracking event in a few days. Is my order lost/delayed?Updated a year ago

Probably not, but let's go a bit more in-depth on this.

First and foremost, shipment tracking works by providing an update each time that your package is scanned at a given milestone in the shipping process. Tracking can only tell you the last place that your package was scanned. It cannot necessarily tell you where it is right at this moment, however. So if your package was scanned in a given city two days ago, it may be awaiting transportation to the next location, or it may already be on its way there.

If you are outside the US and Canada, it is normal for some time (longer than a week in some cases) to pass in-between tracking updates. By itself, this does not necessarily mean that your shipment has been delayed.

Within the US & Canada, you may see 1-3 days pass in-between tracking events in some cases. For US orders in particular, small delays may occur between when we ship your parcel and when it gets handed off to its final courier, as the package must be transferred to the United States from Canada before this can occur.

There are three situations where you should contact us:

1. Your shipping label has had zero activity whatsoever for a period of three days or more (it should at least receive a "scanned in terminal" tracking event within that timeframe, indicating that the package was received by our shipping partner, Wizmo).

2. Your order has not had new tracking activity for a period of 1 week (US/Canada) or 2 weeks (international). There may be delays outside of our control impacting your order, but if so we will do our best to advise you of when you can expect more movement to occur.

3. Transit time has significantly exceeded the estimated timeframe that was quoted to you during the checkout process. For reference, those times would be:

Canada - 2-6 days

United States - 3-9 days

International - 14-28 days