Use this article if…
- You've ordered and you're waiting on tracking.
- You have a tracking number and it hasn't moved.
- You want to know when your order is due to leave.
Quick answer
Your tracking number emails itself to you the moment your order leaves the warehouse, so no tracking email usually means it hasn't dispatched yet rather than that something has gone wrong. Check your order status first, then the carrier. If your order has a dispatch month on it, that date is on the product page you ordered from.
Problem
- You want to know where your order is and when it arrives.
Symptoms
- You haven't had a tracking email.
- Your tracking number shows nothing, or hasn't updated in days.
- Part of your order arrived and the rest hasn't.
Cause
- Your order hasn't dispatched yet. Tracking is generated at dispatch, so there's nothing to send you before then.
- Your order has a pre-order item on it. Orders ship complete, so one item still in production holds the rest with it.
- The carrier hasn't scanned it in. A number goes live when the first depot scans the parcel, which can be the evening of dispatch or the next morning.
- It's crossing a border. International parcels go quiet for days at a time while they clear customs, and that silence is normal.
Fix Step-by-step
- Check your order first: look up your order with your order number and email. It tells you what's dispatched and what's still to come.
- Search your inbox for the tracking email: it comes from us automatically at dispatch, so check your spam and promotions folders before you assume it never came.
- Give a new number a day: a number that returns nothing has usually been created but not yet scanned.
- Check the product page you ordered from: anything on pre-order carries its dispatch month there, and that's the date your order is working to.
- Raise a ticket with your order number if your tracking hasn't moved in five business days domestically, or three weeks internationally.
Still stuck? Send us these photos
Send your order number and the tracking number you're watching, and tell us the last scan you can see.
Why part of your order can arrive on its own
Orders ship complete wherever we can, because one parcel is cheaper and easier to track than three. There are two times we split it instead.
- One item is in production and the rest is on the shelf. If the wait is long we send the in-stock part ahead rather than holding everything.
- The items ship from different places. Some parts come direct, so they travel on their own tracking and can arrive days apart.
Each parcel gets its own tracking email, so two emails on one order is normal rather than a duplicate.