Track

Frequently Asked Questions

Q: Why can’t I see tracking info immediately?
A: It can take up to 24–48 hours for the carrier to update the tracking status after pickup.

Q: My tracking shows “Not Found”. What does it mean?
A: It means the carrier has not uploaded the information yet. This is common in the first stage of shipping. Please try again later.

Q: Can I track multiple orders at once?
A: Yes. You can enter multiple tracking numbers separated by commas or new lines, then click "Track".

Q: Why hasn’t my package updated for a long time?
A: International shipping can take longer due to transit or customs clearance. If there is no update for more than 10 days, please contact our support team.

Q: Why is the shipping speed so slow?
A: This may happen because your product is very popular and the factory is catching up with orders, or because your product is a custom-made exclusive design, which takes more production time. Please kindly wait with patience.

Q: Why was my order split into multiple packages?
A: If you purchased multiple items, we may ship them from different warehouses. Each package will have its own tracking number.

Q: Why is my package stuck at the same status for several days?
A: During international transit or customs clearance, tracking updates may be delayed. This is normal. Please allow some extra time.

Q: What does “In Customs” mean?
A: It means your package is being processed by customs. Once cleared, the tracking will update. The time varies depending on each country’s regulations.

Q: Can I change my shipping address?
A: Once the order has been shipped, address changes are usually not possible. If you notice an error, please contact us as soon as possible.

Q: Why does my tracking number show a different courier?
A: This happens because international packages may switch carriers during transit. 17TRACK will automatically recognize the correct courier.

Q: My tracking shows “Delivered” but I didn’t receive the package. What should I do?
A: Please check with family, neighbors, or parcel lockers. If you still cannot find it, contact us immediately.

Q: Where can I find my tracking number?
A: Your tracking number is provided in the order confirmation email or the order details page.

Q: What if I don’t receive my package after a long time?
A: Please check the tracking status first. If it exceeds the promised delivery time, contact us via WhatsApp or email, and we’ll help you resolve it.