Tracking and Delivery Help
After dispatch, the relevant record is the international parcel and its carrier updates. A seller's delivery to the warehouse is an earlier shipment with a different reference.
Which shipment are you following?
Start with the reference for the shipment you are actually tracking. The order, submitted parcel and carrier number describe related but different stages.
The seller's delivery
A seller's shipment ends when the warehouse receives the item. It does not tell you where the later international parcel has reached.
Your international parcel
Use the parcel reference and any carrier number shown for the submitted shipment when following international delivery.
The parcel is moving, or updates have paused
The first carrier event may follow submission or handover. A quiet interval can be a gap between scans; read the last recorded place and event before deciding what to ask support.
Carrier handover
A handover record shows that a carrier has received or been told about the shipment. It is a different event from delivery to your address.
In transit without a new scan
When updates pause in transit, keep the parcel number, last event and date together. Status labels vary by carrier, so use the latest event, location and date when checking a delay.
Customs has asked for information
If customs requests information, respond to the actual notice and match it to your parcel records. Once the parcel is in transit, respond to the customs notice using the parcel and carrier records.
Delivery did not go as expected
A failed attempt and a collection notice ask for different actions. Read the carrier event and the address or pickup information attached to it.
An unsuccessful delivery attempt
A delivery attempt may require the recipient or carrier to resolve an address or access issue.
A parcel waiting for collection
For a parcel waiting for collection, check the pickup location and deadline shown by the carrier.
Delivered, but something is wrong
When the status says delivered but the parcel is missing, begin with the delivery record and location. For damage or missing contents, keep the packaging and photographs together with the parcel information.
The parcel is missing
Ask about the delivery location and recipient details attached to the carrier record.
The parcel or its contents arrived damaged
Photograph the outside of a damaged parcel, its label and the affected contents before discarding packaging.
Something is missing from the parcel
List the missing pieces against the parcel contents, including any separate shipment that may account for them.
Give support the right records
An account-specific enquiry needs the parcel or order reference and the relevant event, photographs or message. For an account-specific issue, use the parcel or order reference when contacting Kakobuy support.