Why hasn't my order been shipped yet?

We'll let you know as soon as your order has been shipped. If you're concerned that it won't arrive on time, because it hasn't shipped yet, check your address details, the size of the item your ordering, and your payment details to make sure your order can be processed as quickly as possible. If we need to, we'll often proactively upgrade your shipping to get it to you on time.

If you're concerned your order hasn't shipped yet, depending on what you're seeing in Your Orders, there's a few things you can do to find out why. Follow the advice below depending on your situation.

My estimated delivery date keeps changing

If your estimated delivery date keeps changing, or your orders have been 'Shipping Soon' for a while:

  • There may be an error with the address you've entered. It's worth double checking it.
  • If you've ordered it to a PO Box, or a Pickup Location, your item may be too large to deliver to that location. Find out which items can be delivered to Pickup Locations.
  • We take your payment when we're shipping your order, not when you place your order. If your payment hasn't processed, it's worth checking your payment details.
  • Items in your order may also be out of stock, see the section 'I haven't received a delivery estimate' below for more information.

My estimated delivery date is close, but my order hasn't shipped

In metro areas, sometimes your order will depart a nearby Fulfillment Centre close to the estimated delivery date. At this point, there's no need to worry. Depending on your area and when your estimated delivery date is, we will upgrade your delivery at our own expense to get your order to you by when we promised.

If your item is eligible for Release Date Delivery, learn more about Release Date Delivery.

I haven't received a delivery estimate yet

Check your original order confirmation for a delivery estimate.

When you place your order, we'll usually confirm your estimated delivery date. If your item is not in stock, we may have said that we can't confirm your delivery date yet.

You could also check the product detail page to confirm whether your item is in stock. While we try to avoid it as much as possible, sometimes, the stock we have can fluctuate, and lead to delays in sending your order.

Tip: There may be other sellers with similar items that are in stock. In making your purchasing decision, you may need to consider the speed one seller can provide you the item, versus the price another seller will provide you that item for.

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