My tracking hasn't moved. What's going on?

A pause in tracking is usually the postal network being slow, not a lost parcel. Parcels, international ones especially, often sit without a scan for a while and then start moving again, so give it a few days first.

If there's been no movement for seven days, email us with your order number. That's the point at which Australia Post will accept a trace request from us, and they come back to us in about 48 hours with whatever they can find. We'll chase it and keep you posted.

If your tracking says to contact the sender, or your parcel looks to be heading somewhere it shouldn't, email us straight away rather than waiting. And if there's no tracking at all yet, your order may not have left us, so here's when orders are posted.