My item is stuck in transit, what can I do?Updated 16 hours ago
We understand how frustrating it can be when your order appears to be sitting still, especially if tracking hasn’t updated for several days. Due to the nature of international shipping — particularly from Australia to destinations like the US, UK, and Europe — parcels often pass through multiple postal hubs, customs checkpoints, and partner networks, which can sometimes cause delays.
If your tracking hasn’t moved recently, don’t worry — here's what you can do:
Step 1: Check Your Tracking Details Thoroughly
If you've used our Tracking Page to view your order:
Click on the shipment/tracking number link shown on our tracking page — this will redirect you to the courier’s website.
There, you can see a more detailed timeline of your parcel’s journey and current status.
⚠️ Please note: Once your parcel has been dispatched, we’re no longer able to control or speed up its movement. Carriers and customs authorities manage all transit checkpoints, but the courier’s tracking page will always have the most up-to-date information.
Step 2: Allow for Additional Time
Sometimes, a tracking status may not update for several days even though the parcel is still moving through the network. This can be due to:
Customs clearance processes
High parcel volumes
Delays at international transfer hubs
In many cases, parcels will resume moving without any action required. We recommend waiting a few extra days to see if tracking updates.
Step 3: Contact the Courier Directly (If You’re Concerned)
If you’ve already read our article on "Why has my order been delayed?" and are still concerned:
You can contact the courier directly for more information.
On the courier’s tracking page (accessed by clicking your tracking number), look for a “Contact” or “Help” section — they often provide chat, email, or phone options.
Couriers can provide more insight into:
Customs hold-ups
Missed scans
Delays due to weather or routing issues
Step 4: Still Need Help?
If you've spoken with the courier and still need help or the parcel is significantly overdue, please feel free to reach out to our Customer Support Team. Be sure to include:
Your order number
A summary of your courier interaction
Any tracking screenshots or details you have
This will help us escalate the issue further if needed.
In Summary:
Track your order using our tracking page and click through to the courier’s site for detailed info
Most “stuck” parcels are just waiting at a checkpoint and will move again soon
Contact the courier if you want to check the status or request assistance
Reach out to us if you’ve done all the above and still need help
We appreciate your patience and understanding — international shipping can be unpredictable, but we're always here to support you if needed!