My tracking says “label created” and nothing else.

If USPS is showing USPS Awaiting Item or Shipping Label Created along with this message:

…then your package is almost certainly fine. This is the single most common thing we hear.

USPS does not scan packages when they pick them up from our warehouse. The first real scan happens when your package reaches a regional distribution center, which is usually 1–3 days after it leaves us. Until that scan lands, USPS keeps showing the message above — it is what their system displays for anything it has not scanned yet, whether or not the package is already on a truck.

Tracking has not updated in several days.

USPS scans at facility checkpoints, not continuously along the route. A package can sit “quiet” for several days while it is physically traveling between facilities.

Gaps of 3–5 days are normal, and they stretch longer over weekends and holidays. Packages crossing the country often go quiet in the middle of the trip and then reappear close to home.

I ordered weeks ago and it still has not arrived.

International orders ship via DHL eCommerce, which hands your parcel off to your national postal service for final delivery. That handoff is what makes international shipping slow.

Our published estimate is 7–14 business days after processing. In practice, once customs clearance and the local postal handoff are added, it is normal for delivery to take up to a month.

We know that is a long wait. It is genuinely how cross-border shipping works, and it is not a sign that your package is lost.

My tracking shows a country that is not mine.

Also normal. DHL eCommerce consolidates international parcels through hub facilities before they reach your country.

That means a package headed to Mexico might scan in Germany, and a package headed to Australia can sit in a U.S. export facility for a week or more before it flies. Neither is a misroute — it is the parcel waiting for a consolidated shipment on that lane.

Your delivery address has not changed. The routing simply is not a straight line.

It has been sitting in the United States for over a week.

This is the export stage. Parcels are held at a U.S. facility until there is a full outbound shipment for your region, then they clear export and fly.

The wait before departure is often the longest single stretch of an international order, and it happens before your package has really started traveling. Once it lands in your country, movement usually picks up quickly.

Will I be charged duties or taxes?

Possibly. International orders ship DDU (delivered duties unpaid), which means any duties, taxes, or customs fees are not collected at checkout and are charged by the carrier when your package arrives.

These are set by your country, not by us, and we have no way to waive or refund them. If a package is refused at delivery over unpaid duties, it is usually returned to us or destroyed by customs.

My order has not shipped yet.

Orders are processed and shipped within 1–3 business days, Monday through Friday, excluding holidays. Orders placed later in the day or over a weekend start counting from the next business day.

You will get a shipping confirmation email with a tracking link as soon as your order leaves our fulfillment center.

I only received part of my order.

Occasionally items in one order ship in separate packages. First, check your email for a second tracking number, and check the original package carefully — grips are small and can sit underneath packing material.

If there is no second tracking number and the item is genuinely not in the box, email us with your order number and what is missing. We will get the rest of it to you.

Tracking says delivered, but I do not have it.

Give it 48 hours first — carriers sometimes scan a package as delivered slightly before it actually arrives. Then check with everyone at your address, your neighbors, and any building mailroom or front desk.

If it still has not turned up, there is a specific process that lets us act on it.

See the full missing package steps →

My package is going the wrong direction, or is heading back to the sender.

This usually means the carrier could not deliver to the address on the order — an incomplete apartment number, an old address, or a failed delivery attempt.

Rerouted packages often correct themselves and still arrive, so it is worth watching tracking for another day or two. If it comes all the way back to us, we will email you to confirm the correct address and reship it.