There are a few reasons why the tracking information for your package hasn't been updated for a while:
1. The package might still be en route from one facility to another.
This can happen during periods when high amounts of traffic occur (such as holidays) when there are extreme weather conditions or some part of the delivery chain is holding a strike. Check if any of these conditions apply in your case or contact us on firstname.lastname@example.org and we can check if any additional information is available.
2. Your package is being delayed at customs.
If your tracking information shows that the package has entered your country, but doesn't provide any additional information after that, your package could just be delayed at customs. This is a common occurrence during the holiday season when there is an increase in sent packages. Please wait up to 48 hours and if there is no new information displayed after that, contact your country's customs office or our support team at email@example.com and we will submit an enquiry with the delivery courier.
3. Your destination doesn't have a tracking system in place.
Some smaller or rural post offices don't have a tracking system available or don't input the data on the packages they handle or receive. if you think this might apply to your package, please wait between 3 - 5 days before checking again. If your package still hasn't arrived after 7 days, and there is no new tracking information available on it, please contact us at firstname.lastname@example.org and we will submit a claim with the delivery courier.
4. Your package is lost.
If the tracking information on your package is incorrect (for example showing a destination that is not en route to you), or it hasn't been updated in more than 10 days, it is possible that your package is lost. Please contact us with the detail of your order on email@example.com, and we will open an official enquiry with the delivery courier or provide a replacement for your lost package if it cannot be retrieved.
How long does it take to get an update about my package's tracking information?
DHL and similar courier services can usually provide an update on a package's tracking information within 48 hours.
National Post offices can take between 7 to 14 days to provide an update on tracking information since they need to collect the information from different sources that handled your package during shipping.