Help! My Order Hasn't Arrived (International)Updated a month ago

International orders on average take two weeks to ship and be received, but please keep in mind that this is an average. They can get there sooner (or much later).

Shipping Method Matters:

• Standard International Shipping: Standard International Shipping does not include tracking. It also has an extra 4 to 7 business days to be shipped from our warehouse to another location to be sent out through a broker. It does not include tracking because it follows this process and that is designed to keep our prices as low as possible.
  
  On average, international orders arrive within 2 to 6 weeks from the ship date. That’s an average, not a guarantee. Some orders arrive sooner, while others can take longer. 
  
  
• Priority International Shipping:  Priority International Shipping does include tracking. These orders take 5 to 8 business days to arrive in your country. After that, delivery times are determined by your local customs agency and postal service.

What's Usually Happening:

Many international packages spend time held at customs for inspection or processing. This is completely normal and often the reason an order appears delayed.

It’s also common for tracking to pause or stop updating once a package leaves the U.S.

Tracking usually resumes after it clears customs or is handed off to your local postal service. Please keep in mind that a lack of updates does not mean the package is lost.

While most orders arrive within the expected window, some countries or local customs agencies may take longer to process incoming packages. In rare cases, we’ve seen international orders take several months to be delivered.

What To Do For Delays:

If your order hasn’t arrived after 6 weeks, we recommend contacting your local postal service and customs office, as they’ll have the most accurate information once the package enters your country.

In some cases, international orders are marked as undeliverable due to an incomplete or unverified address and are returned to us. When that happens, we process all returns within 48 hours of receiving them and will reach out to you to confirm next steps.

If you believe your package may be delayed beyond these timelines or on its way back to us and you haven’t heard from us yet, please reach out to our support team by clicking here or by e-mailing us at support [at] onceuponatee [dot] net.

We always do our best to respond within a business day.