It’s completely normal for tracking updates to pause while your parcel moves through the courier’s network.
Tracking updates can sometimes take a little time to appear, especially while your parcel is moving through the courier’s network.
Why hasn't my tracking updated?
Tracking may not update immediately for several reasons, including:
Your parcel is travelling between courier depots.
The courier hasn’t completed its next scan yet.
The parcel is awaiting processing at a sorting facility.
Tracking systems can occasionally take time to refresh.
A delay or lack of tracking movement does not automatically mean that your parcel has been lost.
How long should I wait?
Tracking updates can sometimes take time to appear. During busy periods, weekends, public holidays or while a parcel is moving through the courier's network, tracking may not update immediately.
If your parcel is still within the estimated delivery timeframe, please continue to monitor your tracking for further updates.
A delay or lack of tracking movement does not automatically mean that your parcel has been lost.
International orders
For international deliveries, tracking may remain unchanged while your parcel moves between countries or passes through customs.
Tracking may pause while your parcel is being processed by customs. This is completely normal and tracking will usually update once the parcel reaches the next stage of its journey.
For more information, please see our Customs & Import Duties article.
When should I contact Customer Service?
Please contact our Customer Service Team if:
Your parcel has passed the estimated delivery timeframe and there have been no further tracking updates.
Your tracking shows an exception or delivery issue.
Your parcel appears to be moving in the wrong direction.
The courier tracking advises you to contact the sender.
Please include:
Your order number
Your tracking number, if available
A brief description of the issue
We'll review the available tracking information and, where required, investigate with the courier.
A delay or lack of tracking updates does not automatically qualify for a refund or replacement. Any further resolution will depend on the available tracking information and, where required, the outcome of the courier investigation.
Need further assistance?
If you need further assistance, please contact our Customer Service Team at tickets@druids.com, quoting your order number, and we'll be happy to help.
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