First, the short version: if it has been more than 20 days since you ordered, email us at info@lumabelly.com and we will resend your order or refund you. Your choice. We will not ask you to wait another week first.
If it has been less than 20 days, here is what is most likely going on.
Days 1 to 4: no tracking movement yet
This is normal. Your tracking number is created when your parcel is labelled, which happens before the carrier physically scans it in. Until that first scan, the link will look empty or say something like "label created." Nothing is lost. It has just not been picked up yet.
Days 5 to 14: tracking has stalled
Long-haul parcels sit still for stretches. A parcel can go quiet for four or five days while it moves between facilities or clears customs, then jump forward several stages at once. A stalled tracking page during this window is common and usually resolves on its own.
If it has been quiet for more than seven days, email us and we will chase the carrier directly. You do not need to do that part yourself.
Days 15 to 20
You are outside our normal window. Email us. We will look at where it actually is, tell you what we find, and give you a real answer rather than asking you to keep waiting.
Past 20 days
We treat it as lost. Tell us whether you would rather have a replacement sent or your money back, and we will do that.
Please include your order number. It is in your confirmation email and starts with a #. It saves us a round trip and gets you an answer faster.
We know the waiting is the worst part
Especially when you ordered these because your legs hurt now, not in two weeks. We are sorry it takes as long as it does. If your order runs past our window we will make it right, and if the wait has been genuinely bad we will usually do a little more than that.
