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My order was dispatched some time ago, but it has not yet arrived.

First, check with your tracking number what is the online status of the package. Please note that only EMS will provide detailed tracking information, whereas the economy air tracking is limited to main events of transit and might not be available at all depending the destination country. Sea mail tracking only shows the dispatch date of package.

If your shipment progress has stopped for unreasonable time there might be several reasons for it:
  1. The local post office or transit point did not input your shipment details (common in Italy, UK and some other countries).
  2. The shipment is waiting for customs clearance and depending of the location it might take time. US and most European countries clear in 1-2 days only.
  3. Delivery was attempted but no-one was present. You should be able to find notice from the post office at your mailbox, but these might go missing sometimes. You can contact your post office with the tracking number and inquire if they have the package. This is especially so if the tracking shows that the package has been attempted to deliver or that it has arrived to the local branch office. Some post offices or customs might hold the package for days before they contact you - in such cases you can expedite the progress by contacting the office on your own.
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Document created: March 20, 2010
Last modified: March 20, 2010

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