Orders & Delivery
Tracking Hasn't Updated in Days
A silent tracking page is usually a scanning gap, not a lost package — here's how to read it.
You refresh the tracking page and it says the same thing it said three days ago. It's an unsettling feeling, and almost always a less dramatic problem than it looks. Here's what's typically happening.
Tracking shows scans, not movement
A tracking page only updates when someone physically scans your package. Between scans, the package is still moving — it's just not being logged. A long-haul leg can cover a lot of ground with no scan events at all, which is why the page can look frozen while your order is very much on its way.
The handoff gap
Most orders pass through more than one carrier. A long-haul carrier moves your package, then hands it to a local last-mile carrier for the final stretch. During that handoff, tracking often pauses for a day or two and then jumps forward with several updates at once. This is the single most common reason for a quiet tracking page.
Customs can be quiet too
On international orders, a package sitting in customs clearance may not generate scans while it waits. That silence isn't a problem signal by itself. See International Shipping and Customs.
What's normal, and what isn't
- A day or two of silence — completely normal, especially over a weekend or a public holiday.
- Several days mid-transit — still common on a long route or during peak seasonal periods.
- No movement at all while your delivery estimate is still open — worth watching, not worth worrying about yet.
The useful reference point is the estimated delivery date on your order tracking page, not the timestamp of the last scan. Delivery estimates run 6 to 15 business days in total, and business days exclude weekends and public holidays — see How Long Delivery Takes.
When to contact us
Reach out if your order hasn't arrived within the expected delivery window, or if tracking has been genuinely static well past your estimated date. Send us your order number and we'll open it up with the carrier and chase it from our side. You don't need to argue with a delivery company yourself.
If it says delivered
That's a different situation with a different set of steps — go straight to Tracking Says Delivered, But There's No Package.
And if you're missing one of several packages
Sets and bundles sometimes ship separately, each with its own tracking link, so one may update while another sits still. See Why Your Order May Arrive in Multiple Packages.
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