If you have not received your purchase / rental order, this article will provide you with a step-by-step guide on what can be done and how to locate your order.
1. Check the Tracking Status:
For registered users
Open the order you need and click on "Tracking details summary" tab.
For unregistered users
In your mailbox, locate the order with the subject line "Your items (order #000000) have been shipped!"
In the email, you will find the link to your tracking number.
Alternatively, locate the email "Purchase/Rental order #000000 confirmed". In this email, you will find the "View order details" button. It will redirect you to your order page.
In your order details, the tracking tab is showcased at the very top. It will showcase your mail carrier, the tracking number, link to the tracking on the mail carrier's website and the most recent update.
2. Order Is Within ETA:
Please refer to the estimated delivery date provided in your order details, as well as in your confirmation email! If your order is within the ETA, we advise waiting for the delivery until the ETA has passed.
The estimated delivery date is provided by the mail carrier, and we will not be able to conduct further investigation as within the first step, the mail carrier requests to wait for the provided delivery time frame.
3. Order Past ETA:
Please monitor the status of your tracking - sometimes the delay may due to unforeseen circumstances such as severe weather conditions, seasonal holiday delays, natural catastrophes, etc. If your order still receives active tracking updates, but have not reached your location yet, there are no reasons to suppose the package has been lost in transit.
4. Order Status States Delivered, Not Received:
If your tracking status states that your order has been delivered, but you have not received it, please follow this check-list that may assist in locating your order:
Look for a notice of attempted delivery;
Look around the delivery location for your package;
See if someone else accepted the delivery;
Some packages travel through multiple carriers: check your mailbox or wherever else you receive mail;
Wait 36 hours - in rare cases, packages may say delivered up to 36 hours prior to arrival.
If your tracking status says, "Delivered / Parcel locker", it may indicate that you need to pick up your package from the parcel locker affiliated with your local post office. Please check your mailbox for a notice containing options for redelivery and pickup, or a key to a locker.
Your tracking status may also state, "Awaiting Pickup" which indicates that the mailman could not deliver your mail for one reason or another. In this case, you will need to collect the package from the post office specified in the tracking; you will need to show your ID for the package to be released to the recipient.
Related Questions:
How can I track my order? ; How do I know when my order is supposed to arrive? ; When will you deliver my order? ; Where do I find my tracking number? ; How do I know where my order's at? ; Did you ship my order? ; The tracking stated it's delivered but I have not received my order. ; Where is my order? ; I cannot locate my order even though it says delivered. ; Can you check where my order was delivered? ; Do I need to pick up my order?
