Package stuck in transit or order delayed: what to do next
A package stuck in transit usually means a pause at customs or a sorting centre, so read the carrier’s last status before you write to anyone.
What you need
- Your order number
- The tracking number, if you have one
Read the carrier’s last status
Open the official tracking page of the carrier and enter the exact number. Note the last status, its date and its place. A parcel can go several days between scans, especially across borders.
At VITON13 the stage, carrier and tracking number appear in Cabinet → Orders once the carrier accepts the shipment. The expected date there is an estimate, not proof of arrival.
Know what “in transit” without updates means
It usually means customs clearance, a sorting hub, a handover between carriers, a weekend, a public holiday or a busy season. Most parcels start moving again without any action from you. Delivery options, cost and timing depend on the destination and the exact address, and they are confirmed for each order before payment, so compare the status with that confirmed time rather than with a guess.
When the tracking number shows nothing yet
A new number often shows nothing until the carrier scans the parcel for the first time, which can be a day or more after dispatch. VITON XIII bottles are dispatched within two working days, and Old Money ships from the warehouse in Primorsky Krai. An empty tracking field does not mean the order is lost.
If it says delivered but you have nothing
Check with neighbours and building reception, look in the mailbox and any safe place the courier may have used, and see whether the parcel went to a pick-up point. Confirm that the address on the order is correct. Then ask the carrier for proof of delivery, such as a photo, a signature or a scan location, and keep it for your message to us.
Write to us with the order number
Write when the status has not changed for longer than the time confirmed for your order, or when the parcel is marked delivered and is missing. Include the order number, the tracking number, the last status with its date, the delivery country and a screenshot of the tracking page.
Never send a password, a verification code or a full card number.
Cancel if it has not shipped yet
If the order has not been dispatched, ask to cancel it in the order conversation. A cancellation before dispatch is refunded in full, to the payment route used, no later than 10 days from the date of your request. The bank or provider may need a few more days to show it.
A late parcel is not a reason to ship anything back. Do not send a return before we give you the return address.
Last checked: 3 November 2026
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