Where is my package?
Tracking Delays, Carrier Issues & Next Steps
Delayed Parcels: Reasons & Solutions
Parcel delays can occur during fulfilment, transportation, customs clearance, carrier handoff, or final delivery. This guide explains the most common causes, what tracking messages may mean, and the steps to take before requesting seller intervention.
Check All Parcels Orders may ship separately
Carrier First Confirm current status and required action
Estimates Only Delivery windows are not guaranteed appointments
Complete Request One message with all evidence
1
Common Reasons for Delivery Delays
A shipment may be delayed by one or several operational conditions at the same time.
High Parcel Volume
Major sales, holidays, seasonal demand, and carrier backlogs can slow collection, sorting, transport, and final delivery.
Reduced Transport Capacity
Limited flights, port congestion, route changes, equipment issues, and consolidated shipping may extend transit.
Weather & Natural Events
Storms, floods, wildfires, extreme temperatures, road closures, and other emergencies may interrupt service.
Weekends & Public Holidays
Suppliers, customs offices, postal operators, banks, and couriers may close or use reduced schedules.
Regional Conflict or Disruption
Security measures, labour action, border restrictions, or political events may cause rerouting, delay, or suspension.
Carrier Handoffs
International and economy services may use several carriers or sorting hubs before final delivery.
2
Customs Clearance Delays
Border authorities may hold a parcel while reviewing the shipment, documentation, value, or import eligibility.
Possible Causes
- Routine or random inspection
- Import duty, VAT, GST, or brokerage due
- Recipient identification or tax information required
- Missing or incomplete shipping documentation
- Restricted or regulated product review
- Customs backlog or reduced staffing
Customer Actions
- Review the complete tracking history
- Respond promptly to carrier or customs requests
- Pay assessed charges through an authorized channel
- Provide required recipient documents
- Contact us if sender documentation is requested
Customs authorities control the review and release decision. Très Elite and the carrier cannot guarantee a clearance date or override government action.
3
Address Problems
Missing or incorrect address information can delay, redirect, return, or prevent delivery.
Common Address Issues
- Missing apartment, suite, unit, or building number
- Incorrect street number or postal code
- Misspelled city, street, or recipient name
- Invalid telephone number or email address
- Address not recognized by the local carrier
What to Do
Submit an address-correction request within 60 minutes of payment. If tracking is already active, contact the carrier to ask whether an intercept, correction, hold, or depot collection is available.
Address changes are not guaranteed. Once processing, label creation, packing, or dispatch begins, the shipment may no longer be editable.
4
Oversized, Heavy or Special-Handling Parcels
Large or unusual shipments may require manual processing and different carrier routes.
Why They May Take Longer
- Manual sorting or warehouse handling
- Freight appointment or scheduled delivery
- Limited vehicle or route availability
- Special packaging, palletization, or inspection
- Remote-area or liftgate coordination
What to Expect
Tracking may update less frequently than standard parcel tracking. The freight provider may contact the recipient to confirm access, appointment, or delivery requirements.
5
Restricted or Prohibited Items
Destination rules may affect transport, import, or final delivery.
If a carrier or authority identifies a restricted, prohibited, or improperly documented product, the parcel may be held, returned, abandoned, seized, or disposed of under local rules.
Product legality and importability can depend on the destination, intended use, quantity, ingredients, materials, batteries, liquids, electronics, and other characteristics. Review local requirements before ordering.
6
Tracking Pauses, Misrouting & Investigations
A tracking pause is not automatically proof that a parcel is lost.
No Recent Update The parcel may be between scan points, in consolidated transport, or waiting for a carrier handoff.
Misrouted The parcel may have entered the wrong facility or route and require carrier correction.
Exception or Operational Delay Weather, capacity, equipment, address, customs, or facility conditions may be affecting movement.
Trace or Investigation Opened The carrier is reviewing scans, route records, facility handling, or delivery information.
A parcel should not be described as lost unless the carrier or applicable investigation reaches that conclusion. A tracking pause also does not guarantee that the parcel is still moving normally.
7
What to Do When a Parcel Is Delayed
Follow these steps before submitting a support request.
1
Check Every Tracking Number
Orders may be split into separate parcels with different carriers, routes, and delivery dates.
2
Review the Complete Tracking History
Look for customs, address, payment, pickup, delivery-attempt, weather, or operational messages.
3
Check Current Carrier Alerts
Review official service notices for the origin, destination, and active route.
4
Contact the Carrier
Ask whether action is required, whether an investigation can be opened, and whether a case or reference number is available.
5
Contact Très Elite When Needed
Send the order number, tracking number, latest scan, carrier response, case number, and any written request for seller-side action.
8
Delivered but Not Received
This situation requires prompt review because carrier records may be time-sensitive.
Immediate Checks
- Review the delivery photograph or location note
- Check entrances, mailrooms, parcel lockers, and safe places
- Ask household members, concierge, or neighbours
- Confirm that the delivery address is correct
Report Promptly
Contact the carrier and report the issue to Très Elite within 24 hours of the documented delivery scan. Include the order number, tracking number, address confirmation, and carrier case information.
9
Delivery Estimates & Available Resolutions
Estimated dates are planning tools rather than guaranteed appointments.
Estimated Delivery
Customs, weather, route changes, peak volume, public holidays, final-mile restrictions, and other external conditions may extend the estimated window.
Resolution After Review
Any replacement, refund, credit, reshipment, or other remedy depends on carrier findings, order eligibility, product terms, and the applicable policy.
Shipping charges are not automatically refundable solely because a parcel arrives later than an estimate.
10
Contacting Support
Send one complete request after reviewing tracking and contacting the carrier when possible.
Include These Details
- Order number
- Tracking number
- Destination address or postal code
- Latest scan and date
- Carrier response and case number
- Any supporting screenshot or document request
Support Hours & Response Time
Mondays and Fridays:
10:00 a.m.–3:00 p.m. Pacific Time
Tuesdays through Thursdays:
10:00 a.m.–2:00 p.m. Pacific Time
Closed on weekends and observed British Columbia statutory holidays. Please allow up to 72 hours during periods of high contact volume.
Avoid duplicate requests while awaiting a response. Duplicate messages may separate the evidence and delay review.
Need Help With a Delayed Parcel?
Review every tracking number, contact the carrier for the latest status, and then send one complete support request if seller action is still required.