Status of my order

Where is my order?

After your order has been shipped, you will receive a tracking link from Paack that will allow you to track the status of your delivery in real-time.

In the event that the first delivery attempt is unsuccessful, don't worry. We will make a second attempt on the next day or the first available business day. Additionally, if we are unable to deliver your order to your address, we have two alternative options:

Delivery to a neighbor: If we cannot deliver your order to your address, we can leave it with the nearest available neighbor, unless you have previously indicated that you do not want this option.

Condo concierge: We also have the option of leaving your order at the condo concierge if it is available and you have not specified otherwise.

If, for any reason, you have not yet received confirmation that your order has been shipped, we recommend contacting your seller for more information.

Please note that, in the case of multiple failed delivery attempts and if we are unable to deliver your order, we will unfortunately have to return it to your seller so that you can arrange for a new delivery or resolve any issues

How can I track my delivery?

You can track your order and check the status in real-time through the tracking link received in your shipment email or directly on our website. You will need your tracking number and the delivery postal code.

Why has the delivery address on the tracking changed?

If you've noticed a change in the delivery address on the tracking, it's because, after several unsuccessful attempts, the order has been returned to its origin for resolution.

In this situation, we strongly recommend that you reach out directly to your seller. They will be able to provide assistance and resolve any issues related to the delivery address to ensure your order reaches you successfully.

Why didn’t I receive a paper delivery note?

At Paack, we are committed to eco-consciousness and sustainability whenever possible. As part of our efforts, we have increased the number of electric vehicles in our fleet and have chosen to electronically record all delivery receipts instead of using paper.

This decision not only reduces the environmental impact but also allows us to provide a more efficient service. If you're wondering why you didn't receive a paper delivery receipt, it's because we have opted for this eco-friendly practice. However, don't worry, if you need to access information about your delivery or the delivery receipt, your seller will have access to these records and will be happy to assist you at any time.

What happens if my parcel is being returned to the retailer?

If your order has been returned to the seller, it means it is no longer in the possession of Paack. In this case, we recommend that you contact your seller directly to seek a quick resolution.