If your shipment goes missing
Contact us straight away. Don't wait to see whether it turns up.
A person on our team handles this — get in touch through our contact page with your order number and what you're seeing, and we'll start a trace with the carrier directly.
Why speed matters here
Freight tracing is much more effective early. Terminals move a lot of pallets, and a misrouted shipment is far easier to find while its trail is fresh than a fortnight later. Carriers also have windows for filing claims.
So the instinct to give it a few more days is understandable and works against you. Tell us on day two rather than day ten.
First, though — check it isn't just quiet
Freight tracking updates in fewer, larger steps than parcel, and a legitimate pause is normal:
- A day with no scan is normal.
- A weekend with no scan is normal.
- The PRO number can lag the physical shipment by up to a day.
Full detail in Tracking your shipment. What isn't normal is several business days with no movement, or a delivery window that passed with no call from the carrier.
What counts as worth flagging
- Tracking hasn't moved in several business days
- A promised delivery window came and went with no carrier contact
- Tracking says delivered and nothing arrived
- Part of a multi-carton shipment arrived and part didn't
- The carrier says it was delivered to an address that isn't yours
Any of those, tell us.
What we'll need
Your order number, the tracking or PRO number if you have it, and when you last saw movement. If a partial delivery arrived, tell us how many cartons came and what was on them — carton counts are how a short shipment gets proven.
This one doesn't get a canned answer
A missing freight shipment is a real problem with real money attached, and it's handled by a person rather than an automated reply. You won't be sent in a loop.