Short answer: Once your package leaves our warehouse, you get an outbound tracking number to follow it to your door. Express services usually take 1–5 business days. Asendia and Aramex shipments first travel to the carrier's New York hub every Thursday, so tracking may not show much until they're scanned there.
Two tracking numbers, two journeys
- Inbound tracking is the number the store gives you. It follows the package from the store to our warehouse.
- Outbound tracking is the number we give you once we ship. It follows the package from our warehouse to your door.
If you're waiting for a package to reach us, see "My package shows as delivered but isn't in my account yet". This article is about the outbound journey.
How long delivery takes
Transit time depends on the courier, the service, the destination country and the weather. Express services usually take 1–5 business days. Whether you ship DDP or DDU can also make it a little shorter or longer. The estimate shown at checkout is the best reference for your shipment.
Asendia and Aramex: the Thursday hub
Asendia and Aramex shipments don't go straight from our warehouse to the carrier's international network:
- They leave our Delaware warehouse for the carrier's New York hub every Thursday.
- The carrier scans them into its own system at the hub.
- From there they continue to your country.
Until that scan, tracking may show little or no movement. That's expected. Delivery with these economy services can take longer than with express services.
Tip: if you're shipping with Asendia or Aramex, try not to leave your order until Thursday or Friday. A shipment that misses the Thursday handoff waits for the next one, which can add about a week.
Why tracking isn't updating
Gaps in tracking are common and usually harmless. Typical reasons:
- the carrier hasn't scanned the package at its next stop yet
- the package is traveling between hubs, where there are no scans
- the carrier's system is slow to share updates
- a scan was missed along the way
If your tracking hasn't moved for a while and you're worried, contact us with your tracking number.
Customs holds
Customs in your country may hold a shipment, for example to check documents or collect duties and taxes. If the carrier contacts you, reply quickly, since a hold usually can't clear without you. For paperwork questions, see "Customs paperwork: declarations, invoices and high-value shipments". To avoid paying duties on delivery, check whether DDP is available for your destination with the duty calculator and the options at checkout.
Changing the delivery address after dispatch
This is usually possible. The courier charges us a fee for the change, about $20 on average (it varies by courier), and we pass that amount on to you. Contact our support team as soon as you can.
Lost or damaged packages and insurance
Insurance is an optional add-on at checkout that costs $3 for every $100 of declared value. If an insured shipment arrives damaged, file the insurance claim form within 7 days after delivery.
For what's covered and excluded, see "Shipping insurance: what it costs and what it covers". For the full claim steps and the evidence you'll need, see "Lost or damaged shipment: how to file a claim".
Common questions
My tracking hasn't changed since you shipped it. Is it lost? Not necessarily. Asendia and Aramex shipments aren't scanned until they reach the New York hub, and other carriers have gaps between hubs too.
Can I change my address after the package has shipped? Usually yes. The courier's fee, about $20 on average, is passed on to you.
How much does insurance cost? $3 for every $100 of total declared value, added at checkout.
How long do I have to file a claim? One week at the latest. Use the insurance claim form and include your proof.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].