What to do if your tracking hasn't updated

It's common for a shipment's status to stay the same for a while — that doesn't necessarily mean something is wrong. Here's how to tell normal transit from something worth escalating.

Usually normal

• Ocean freight can show In Transit for 10–30+ days on long-haul lanes; the next update typically comes at the destination port.
• Weekend and public-holiday gaps at customs offices in the origin or destination country.
• A short gap between consecutive updates at busy hub airports or ports.

Worth checking on

• No status change for more than 5 business days on an air shipment, or more than 10 business days beyond the expected arrival on an ocean shipment.
• Customs Hold for more than 3 business days without any communication from us.
• Your expected delivery date has passed with no Out for Delivery or Delivered update.
• A booking reference that still isn't trackable more than one business day after you booked.

If your situation matches the second list, reach out through our contact page or open a ticket under Support in the portal. For time-critical or high-value shipments, use the 24/7 Emergency Operations line on the contact page.