What do the different tracking statuses mean?
- Label Created: Indicates the Retailer has generated a shipping label at their warehouse and electronically shared the shipment information, but the package has not yet been physically handed over to the carrier. Once the retailer transfers the package to the carrier, the shipment will be scanned, and tracking updates will begin to reflect movement. Because the carrier has not yet received possession of the parcel, no investigation or inquiry can be initiated while the shipment remains in Label Created status. We recommend continuing to monitor the tracking information, as it will automatically update once the package is received and processed by the carrier.
- In Transit: The parcel is on its way to the destination. If your delivery is taking more than 10 calendar days
from SHIPment Received please contact the retailer directly. - Out for Delivery: Out for Delivery means the package has been received by the delivery carrier, loaded onto a delivery vehicle, and currently on its way to the delivery address. At this stage, the shipment is in the final step of the delivery process and is expected to be delivered soon. Tracking may continue to update throughout the day as the driver progresses along their route. Please note that an Out for Delivery status does not guarantee a specific delivery time. If the carrier is unable to complete the delivery, the tracking will typically update with additional details.
- Delivered: Delivered means the carrier has reported that the package was successfully delivered to the destination address and the shipment has completed its transit through the carrier network. Delivery may be made to a front door, parcel locker, reception area, mailroom, or another location deemed appropriate by the carrier.
If proof of delivery photos were provided, please review them for additional details about the delivery location. If you are unable to locate the package after the tracking shows Delivered, we recommend checking around the delivery location, with household members or neighbors. - Exception or Delay: There may be an issue such as weather delays, address problems, or customs clearance. Shipping Exceptions or Delays indicate that an unexpected circumstance has interrupted the normal movement or delivery timeline of a package. These events can occur while a shipment is in transit and may impact the estimated delivery date.
Common causes of shipping exceptions or delays include weather conditions, transportation disruptions, facility processing backlogs, address related issues, access restrictions, customs processing, or other operational challenges encountered.
When a shipment is delayed due to an address issue, we can make an effort to communicate updated address information or delivery instructions to the final- mile carrier. However, address changes are not guaranteed and are subject to the carrier’s policies and capabilities. The most effective course of action is to contact the Retailer from whom the purchase was made, as they may have additional options available to assist with the shipment.
My tracking hasn’t been updated. What should I do?
A package may experience delays between tracking updates while it is being processed by the Retailer or carrier.
If the tracking remains in “SHIPment Information Received or Label Ready”, status for more than 72 hours without showing “SHIPmen Received at Processing Facility” or another movement scan, we recommend contacting the Retailer. This may indicate that the package has not yet left the retailer’s warehouse.
Once the carrier receives and scans the package, tracking updates will begin to reflect its movement through the network.
Can I change the delivery address or intercept my parcel after it has shipped?
Once a parcel has shipped, address changes and package intercepts may be limited and are subject to the policies and capabilities of the final-mile carrier.
We can make an effort to communicate updated address information or delivery instructions to the final-mile carrier on your behalf. However, address changes are not guaranteed, and the carrier may be unable to modify the delivery once the package is in transit.
In many cases, the most effective course of action is to contact the retailer from whom you made the purchase, as they may have additional options available to assist with the shipment.
Please note that the final-mile carrier does not offer on-site package pickups at this time. If delivery cannot be completed, the parcel may be returned to the sender in accordance with the carrier’s delivery policies.
Who do I contact if there’s an issue with my parcel?
If you are experiencing an issue with delivery of your parcel, we recommend contacting the Retailer or Merchant from whom you made the purchase. The retailer has access to your order details and can provide assistance with shipment concerns, replacement requests, refunds, cancellations, or other order- related questions.
While carriers can provide tracking updates and delivery status information, the Retailer is typically best positioned to assist with resolving issues related to your order and can work directly with the carrier if additional action is required.
For the fastest resolution, please reach out to the Retailer’s customer support team and provide your order number and tracking information when available.