Orders can be delayed before or after shipping. Here's how to figure out what's going on and what to do.

Before shipping (order still "Processing" or "Pending")

If your order hasn't shipped yet, common reasons include:

Payment verification: Your bank or payment provider may need extra time to approve the transaction, especially for larger orders or first-time purchases.
Stock delay: One or more items may be temporarily out of stock. We'll email you if this happens and give you the option to wait, swap, or cancel.
Address issue: If our system flags a possible address problem (missing apartment number, unrecognised postcode), we may hold the order to confirm details with you.
Fraud review: For your security, some orders are reviewed. This is usually resolved within 24 hours.

⏰ Time-Sensitive: Most pending orders clear within 24 hours. Contact us if yours is stuck longer than 2 business days.

After shipping (tracking not updating or delivery overdue)

Most orders arrive within the estimated delivery window, but delays can happen:

Carrier delays: High-volume periods (Black Friday, holidays) or extreme weather can slow things down.
Customs processing: International orders may take extra time at the border.
Address issues: An incomplete or unclear address can cause failed delivery attempts.

Check your tracking: Log in to your Reyrr account or use the tracking link in your shipping email.
Check your email: Look for messages from us (including spam folder).
Contact us: If tracking hasn't updated in 5+ business days, or the estimated delivery date has passed by more than 3 days, reach out to info@reyrr.com with your order number.

We'll investigate with the carrier. If the package is confirmed lost, we'll send a replacement or issue a full refund.

⚠️ Note: Always allow for buffer time if you need gear for a game or event.

Need more help? Contact us at info@reyrr.com or use our live chat.