International orders are first processed through the Asendia Export Facility in Bell, CA area. After it is processed at this facility, the package is shipped to its destination country. Often, the tracking info seems to freeze as it travels to the destination country. The tracking will take a few days to update during this part of the shipment.
If your package has already arrived in your country and the tracking info has not updated since its arrival, it is likely because your package has been handed off from Asendia to your local postal provider for the final leg of delivery. Sometimes tracking will end, or “freeze”, once this hand off has occurred. Your tracking updates will now be provided from your local postal provider instead of Asendia at this point. To get your local postal provider’s tracking number, go to the Asendia tracking webpage and locate the field “Delivery by Postal provider” on the right. This number should work in your local postal provider’s website.
If it has been more than 15 days since the last update, contact our Customer Happiness team.