What if my order hasn't shipped, or my tracking says "Pending"?Updated 2 hours ago

If it has been more than 3 business days since you ordered and you haven't had a shipping email, or your tracking says "Pending", this article tells you what to do.

At a glance

• Email us if it has been more than 3 business days since you placed your order and you haven't received a shipping email.
• "Pending" is an Australia Post status. If it hasn't moved within 4 business days of your shipping email, email us.
• Couriers Please and Border Express don't show "Pending". For any issue with those parcels, email us.

My order hasn't shipped

Please email us at [email protected] if it has been more than 3 business days since you placed your order and you haven't received a shipping email. Include your order number and we'll look into it. If your order includes a preorder, check the release date on the product page first.

My tracking says "Pending"

"Pending" usually means the parcel missed an Australia Post scan point but is still on its way. If your tracking hasn't moved from "Pending" within 4 business days of your shipping email, please email us at [email protected] with your order number so we can investigate. Couriers Please and Border Express tracking doesn't show "Pending". If you have any issue with a parcel sent by either of them, please email us at [email protected].

Still need help?

Email us at [email protected] with your order number.