First step: take a deep breath. A delay does not mean your package is lost. Check which stage it is in, confirm that the tracking number and your identifier are correct, and write to us with the tracking number. We will tell you what is confirmed and the next step.
First step: take a deep breath
A delay is uncomfortable, but it does not mean something was lost. Your timing depends on the day the package reaches the Miami warehouse, the flight cycle, customs and domestic shipping in Colombia.
Check the status
- Go to Mis paquetes (My packages) and see which stage it is in.
- Confirm that you pre-alerted the correct tracking number, not the order number.
- If the store split your order, check each tracking number.
Common causes
- The carrier marked it as delivered, but the warehouse has not logged it yet. This can happen with USPS.
- The package arrived after the weekly cutoff and moved to the next cycle.
- Missing information: identifier, invoice or description.
- Customs review: some cases take longer, and their outcome cannot be guaranteed.
When should you write to us?
When your package has gone a while without changing stage, or the carrier marks it as delivered and it does not appear in your account. Write to us with your tracking number and we will look into it. We will tell you what we know and what we are checking.
Frequently asked questions
Does a delay mean my package is lost?
No. A package without an update is not automatically lost. The records need to be reviewed before concluding anything.
Can you give me an exact date?
No. We work with an estimated window, because timing depends on receipt in Miami, the flight cycle and customs.
When does the time start counting?
From the actual receipt in Miami, not from the day you made your purchase.