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 your tracking email and your shipment status in the app
Every journal shipment appears in the app with a live status and a Track link. On the web, open Shipment History in your account area; in the iOS app, open Your Journal Shipments. Statuses include Delivered, Shipped, Scheduled, Awaiting Confirmation, Processing, Exception, On Hold, and Cancelled.
If your shipment shows Scheduled, Awaiting Confirmation, or Processing, it has not left the warehouse yet, even if you can see a carrier status page. Once it shows Shipped, use the Track link to follow it with the carrier. Exception and On Hold are the statuses that flag a problem worth checking with us.
You will also 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.
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.
If your parcel was returned as undeliverable
Carriers return a parcel when they cannot complete delivery, and the most common reason is an address that is missing a detail rather than an address that is wrong. Tracking usually shows something like undeliverable, incorrect address, or a failed delivery attempt. Nothing needs to be re-ordered: we will correct the address and reship at no cost to you.
So we can fix it in one pass rather than several, email [email protected] with your full address written out as the carrier needs it:
Street, including building, floor, and door or apartment number where that applies
Postal code, city, and province, region, or state
Country
A phone number. Carriers in many countries will not attempt delivery without one, and a missing number alone can cause a return.
Please also update the same address under Shipping and journals in My account, so your next scheduled shipment doesn't repeat the problem. If your address changed after an order went out, see Can I Correct My Shipping Address After Ordering?
When to reach out to us
Contact [email protected] if any of these apply:
Your shipment shows Exception or On Hold.
Your shipment has sat in Scheduled or Processing for much longer than you expected.
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: check your shipment status in the app first. If it shows Exception or On Hold, has stalled with no movement, or is marked delivered without arriving, email [email protected] and we will make it right.