Common questions about order tracking and delivery
When will I receive my tracking number?
Your tracking number is sent via Telegram or email within 2–4 hours of dispatch. If you haven’t received it within 6 hours of placing your order, contact our support team with your order ID.
My tracking hasn’t updated in 24 hours — is that normal?
Tracking updates can occasionally be delayed at sorting hubs, especially over weekends and public holidays. Wait 48 hours before raising a concern. If there is still no update after 48 hours, contact us and we will investigate with the carrier.
My tracking shows “delivered” but I haven’t received anything.
First check with neighbours or your building’s reception. If the parcel is still not found, contact us within 24 hours of the “delivered” scan. We will open an investigation with the carrier and either locate your parcel or initiate a reship.
What does “customs clearance” mean on my tracking?
This means your parcel is being processed by customs in your country. This is a routine scan and the vast majority of parcels are cleared within a few hours. If your parcel is held for more than 3 days, contact us immediately.
Can I change my delivery address after dispatch?
Once a parcel is dispatched, address changes are very difficult and depend on the carrier. Contact us immediately if you need to redirect — we will attempt to intercept with the courier, but this is not always possible after scanning begins.
What happens if my parcel is seized at customs?
We offer a full reship guarantee. If you receive a customs seizure notice or your tracking stops at a customs facility for over 5 days, send us the notice or a screenshot. We will dispatch a replacement within 24 hours at no extra cost.
Still need help?
Our Support Team Is Always Here
24/7 support via Telegram and email. Average response time under 20 minutes.
