Common customer questions:
Why hasn't my tracking updated?
Why is my tracking not moving?
Why is my tracking stuck?
My tracking hasn't changed in days
Why does my tracking say label created?
Tracking hasn't updated
It can be concerning when you check your tracking link and see that the status hasn't changed for a few days. If your package is stuck in "Pre-Shipment" or "Label Created," it usually means one of a few things is happening behind the scenes.
Possible Scenarios
- Courier Processing: Occasionally, couriers pick up large batches of products but miss the initial "origin scan." This means the package is moving through the network, but the system won't update until it reaches the next major sorting hub.
- Transit to Center: Your order may be in transit to the distribution center and awaiting its first official scan by the shipping company.
- Transit Delay: There is a possibility the package has encountered a delay or was misplaced during the initial handoff to the courier.
What should I do?
We recommend keeping a close eye on your tracking link for a few days. Often, the status will suddenly jump from "Label Created" to "Out for Delivery" once it hits your local post office.
When to contact us
If your tracking status remains unchanged with no updates for 5 or more business days, please reach out so we can look into this for you!
To help us assist you faster, please include:
- Your order number (e.g., #1234567)
- A brief note letting us know how long the status has been stalled
Once we have those details, our team will investigate with the courier and, if necessary, arrange for a replacement to be sent out immediately.