Why is my tracking not working or not updating?

Most often the tracking simply hasn't caught up yet. Either we are still waiting for the carrier to send us the tracking number, or the carrier hasn't scanned your package into its network. Give it a few days: your package keeps moving even while the tracking shows nothing.

Where to find your tracking number

Every shipment gets a tracking number. You find it in two places:

• Email: when we ship your package, we send Your package #… has been shipped with the carrier and the tracking number.
• Your account: in Packages & Shipments, shipped packages are listed under the Archived filter. The Status column shows Shipped with the tracking number; click it to open the tracking page. For many carriers, the latest status, such as Delivered, appears under the number. On the package page, the number is in the Info box next to Tracking.

"Available soon. Check back later."

If the shipping email says the tracking will be sent to you shortly, or the package page shows Available soon. Check back later., your package has left with the carrier but we don't have its tracking number yet. We add it as soon as the carrier sends it, and email you Here is your tracking for package #…. This usually takes 1–2 days. You don't need to contact us in the meantime.

No updates in the first days

• The carrier hasn't scanned the package yet. Right after the label is created, the carrier's website may show no movement or say the number isn't found. It updates after the carrier's first scan.
• China warehouse: carriers based outside mainland China, such as DHL Hong Kong, receive the package only after we bring it to their collection point in another country. It can take up to 5 days until their tracking shows anything. Chinese carriers show progress sooner.
• Czech and German warehouses: each offers the other country's carriers too, for example Deutsche Post DHL from the Czech warehouse. We move the package across the border first, which usually adds 1 working day before the first scan.

Postal services update slowly

Postal services, for example Hong Kong Post, Czech Post and Deutsche Post, scan packages far less often than express couriers. Gaps of several days, or of weeks with Hong Kong Post Surface Parcel, are normal. Tracking often stops once the package leaves for the destination country and may not update again until delivery.

• Try the number on a universal tracking site such as 17track. It may show updates from your country's postal service.
• Once the package is in your country, your national post is responsible for it. Call them with the tracking number; they can often tell you more.

For how long each service usually takes, see How long does delivery take? If you want to follow every step next time, choose an express courier. See How to choose a carrier.

The carrier says the number isn't valid

• The package left only a day or two ago: wait. Many carriers show "not found" until their first scan.
• DHL special lines from China can't be tracked on the main DHL website. For these numbers, the tracking link in your account opens DHL's special-line tracking page instead.
• The number may be wrong: this is rare. If the carrier still doesn't recognize the number 7 days after shipping, contact us and we'll check it.

The package hasn't been delivered

Tiptrans isn't a carrier. Independent carriers transport your package, and our responsibility ends when the carrier accepts it. What we can do is ask the carrier to search for the package, once the normal delivery time has passed: 4 weeks after dispatch for postal services and 2 weeks for express carriers. For what to send us and what happens next, see Package lost or damaged: what to do.

What to send us

Contact us with:

• the package ID, for example #1234A,
• the carrier and the tracking number,
• what the tracking shows and the date of the last update, or the carrier's error message.