I received my tracking number, but it hasn't been updated recently.

If you received our automated email with a tracking number but it hasn't been updated, it could be held up for multiple reasons. 

Here is an example of a tracking status that shows that the label was printed and is waiting for the carrier to update the tracking. The carriers pick up packages in bulk and typically scan them at their facility, but sometimes there are delays or they miss scanning a package at the first facility.  

We typically see an update on a package like this in 2 to 3 business days when it is scanned at the next facility, but if you don't see an update within 5 days you can request an investigation (see details below).  

This tracking status shows that the label was printed, and the facilities have been logged in the tracking details.  This package appears to be on track, however, if it stalls, and you don't see an update within 5 days, you can request an investigation (see details below).  

If your package has not received an update for at least 5 days, we can investigate this as a potentially lost package.  Please send us the tracking number and the item that is delayed along with the following information by opening a ticket. 

See the instructions below:

1. Click on the HELP > SUBMIT A TICKET button
2. Fill in the required fields (Your email address, Related issue, and Subject)
3. Include the following information in the description:

• Name
• Order Number (if applicable)
• Additional details to help us address your concerns

If we verify this order is lost, we can either send a comparable replacement at no additional charge or issue a refund for the cost of the item.

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