Sometimes a journal takes longer than expected, or a tracking page seems to sit without moving. In most cases the shipment is still on its way, and here is how to tell what is happening.
First, check where you are in the delivery window
The delivery clock starts when your journal actually leaves the warehouse, not when you place your order. Typical windows once it ships are: USA 2 to 5 business days, Canada 8 to 10 business days, and international within 2 to 3 weeks.
You will get an automated email from [email protected] with a tracking link as soon as your shipment leaves the warehouse. If you have not received that email yet, your order usually has not shipped out, even if you can see a carrier status page. Once the tracking email arrives, the delivery window above begins.
If tracking was created but never seems to move
Occasionally a shipping label is created but the parcel never gets scanned into the carrier network, so tracking shows a label but no movement for days. This means the shipment has stalled rather than being on its way. If your tracking has shown no scan activity for several days past the point the label was created, email us and we will check directly with the warehouse and arrange a replacement rather than have you keep waiting.
If tracking says delivered but you did not receive it
If your tracking is marked delivered but nothing arrived, first check any pickup point, reception, gate, or neighbour where parcels are sometimes left, and allow a day, as carriers occasionally scan delivered early. If it still has not turned up, email us. We will request proof of delivery from the carrier and, if the parcel cannot be located, send you a replacement and handle the carrier claim ourselves so you are not left without your journal.
When to reach out to us
Contact [email protected] if any of these apply:
It has been well past the window above and you still have no tracking email.
You have a tracking link, but it has not updated for several days.
Your tracking is marked delivered but the parcel never arrived.
You were expecting your journal before a specific date (for example, before travel) and it is at risk of arriving late.
Include the email address on your ENCODED account and your tracking number if you have one. Our team can check the shipment directly with the warehouse and, where needed, arrange a reshipment.
Bottom line: most delays clear once the tracking email lands and the delivery window starts, but if you are past the window, stalled with no movement, or marked delivered without receiving it, email [email protected] and we will make it right.