My order tracking is showing delays, what can I do?Updated 16 days ago

We understand how frustrating shipping delays can be. The good news is that in most cases your parcel is still moving, and tracking updates can sometimes lag behind real-world movement. This is more likely to occur when parcels are handed between carriers, go through customs, or travel internationally.

Below are the best next steps to take.

1) Check the latest tracking update (and the timestamp)

Open the tracking link from your order’s Shipping Confirmation email and look for:

• The most recent scan (date/time)
• Any notes (e.g., “customs clearance”, “weather delay”, “in transit”, “pending/label created”)
• Whether the parcel has been handed to a final-mile carrier (sometimes a second tracking link appears)

Tip: Some tracking pages show limited info until the parcel receives its first carrier scan. If its the weekend, please keep in mind some carriers pause shipping intermittently over weekends and holidays.

2) If tracking says “Label created” / “Pending”

This usually means the label has been generated but the carrier hasn’t scanned it yet. This can be normal for the first 24–72 hours after dispatch (and can take longer around weekends/public holidays).

If it’s still showing no first scan after ~4 business days, please contact us so we can investigate.

3) Confirm your delivery details

Double-check:

• Shipping address (unit/apartment number, street number, suburb/city, postcode)
• Phone number (some carriers require this for delivery updates)

Small address errors can cause delays or returned-to-sender parcels.

4) Allow for common delay causes

Even when everything is correct, delays can happen outside our control, including:

• Customs processing
• Weather and transport disruptions
• Carrier backlogs or public holidays
• Handovers between international and local carriers

5) If tracking hasn’t moved for several business days (or you’re concerned)

If your tracking looks stalled, please reach out via chat or email and we’ll check it with the carrier.

When you contact us, please include:

• Your order number
• The full shipping address (as entered at checkout)
• A screenshot or the latest tracking status + date

Contact us:

• Chat (bottom-right of our website)
• Email: [email protected]

We’ll investigate and come back to you with next steps.