Tracking
- A tracking number is emailed once the order ships. Customers can follow the parcel with it.
Tracking hasn't updated or the parcel is delayed
- Contact Ravepack and the team will follow up with the carrier.
- If the order hasn't arrived within the estimated delivery time, or tracking hasn't updated for 10 business days, the team investigates with the carrier.
Tracking shows delivered but the customer can't find it
- First check with neighbours, around the property and any safe-drop spots.
- Contact Ravepack within 7 days of the delivered scan. The team will lodge an investigation with the carrier.
- Ravepack isn't responsible for parcels stolen after being delivered to the address entered at checkout.
Confirmed lost in transit
- Once a parcel is confirmed lost, the Ravepack team decides the outcome (reship or refund) after reviewing the case.
- Customers who bought Shipping Protection at checkout get their case prioritised — they don't have to wait for the carrier investigation to finish. The team confirms the outcome.
Outcomes
- Any reship or refund is decided and confirmed by the Ravepack team, not promised in advance.