Why is the tracking information on my order not being updated?

The tracking page for my order hasn't been updated in awhile. It looks like my order has stopped shipping. What happened?

We're sorry to hear that the tracking page isn't being updated. This could occur for a couple of reasons:

1. USPS doesn't deliver directly outside the United States. So, once a USPS International order clears US customs, it is handed off to your country's mail service, and the tracking information needs to be updated on the USPS site. You must contact your country's mail provider to locate the shipment.

If your order is shipped with UPS Worldwide Economy DDU, please check for an "Alternate tracking number." This number can be found under "View Details" in the UPS tracking for your order. This second number can track the package with USPS and your local service once it is handed off to them. 

2. Some carriers take longer than others to show progress on their tracking pages, especially if the shipment is crossing an international border or is being delivered to a remote or rural area. Please check on your shipment again in 24 hours. If your shipment has yet to move in 48 hours, please let us know, and we will try to help you locate the shipment.

We have seen increased delivery times with UPS Worldwide Economy DDU delivery service, so please keep this in mind as the package is in transit. There are often few details along the way, so the tracking updates may be limited during travel from port to port. This is a bulk service shipped by container, which means that even after the package leaves our office, it may sit at the port waiting for the containers to be full enough to be shipped, so you may see your package sitting for multiple days in New York.

3. If you make an international order, it must pass through customs. If you did not pay to ship with these taxes and fees paid upfront, there might be a customs hold on your package while they contact you to collect the fees. Sometimes there are additional fees even when paid upfront. This is usually done by mail and can lead to additional wait times.  Please be on the lookout for any mail, emails, or phone communications that may be customs trying to reach you.
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