Good news, your package shipped! You may have some questions. In this article, I'll answer the most commonly asked questions people have after they receive a shipping confirmation email.
How can I track my package?
You can track your package using the link in your shipping confirmation email.
If you've selected the tracked shipping option, you will be able to track it using your national mail carrier's website after the package has crossed your border.
When will my package get to the destination?
Often, packages will be picked within one day of you receiving the shipping confirmation email, and it'll then take one a day for it to be sorted. Here are some common shipping estimates for the services you can choose:
- PostNL Tracked: 1 working day
- DHL GlobalMail: 4 to 5 working days within Europe, 4 to 7 working days for the United States, 7 to 9 working days for Canada and Japan, and up to 14 working days for other destinations.
- DHL Express: 1 working day within Europe, 2 to 4 working days for other destinations.
Due to COVID19 and weather conditions, these estimates may vary. With the reduced air traffic, all packages sent with DHL GlobalMail (the tracked option) may take significantly longer, especially to countries outside of Europe. It's not uncommon for packages to take up to two months when their destination is overseas, as sea freight is more commonly used with the reduction in air traffic.
Where's my package?
The track and trace link in your shipping confirmation will tell you more about your package's whereabouts. However, at times it may seem to be stuck. What gives?
Once I get to pack your order, I'll make, pick and pack everything you've ordered and put it into a box. That box then gets a shipping label, and at that point, you'll receive the shipping confirmation email.
When you've ordered your keyboard with the tracked option, I'll then put your box in a bigger box, along with many other orders. This box then gets picked up by a DHL courier to be shipped from the Netherlands to Frankfurt in Germany, where DHL's sorting centre is located. They'll receive these big boxes, unwrap them, and then sort all the small boxes within. This is why your shipping status can seem to hang on "Shipment information uploaded to Deutsche Post" for a while, since the next time it's scanned will be in the sorting center.
After it gets sorted, it can go on a truck, boat or a plane, and often it'll use multiple of those methods of transportation. With the tracked option, I don't have control over which method is used: DHL will pick the one that's most likely to get your package to you on time.
If you've chosen the DHL Express shipping method, it'll always be faster than tracked. Packages are usually first routed to Zwolle in the Netherlands, and from there they'll usually go to Schiphol Airport to be shipped by plane to its destination.
My package seems to be stuck. What now?
Sometimes, the tracking page won't update for several days. This happens frequently with international shipments, and is no reason to panic. Often, the package will be waiting for a scheduled flight, or it might be on hold by the outbound or inbound customs authorities.
If there have been no changes for some time, and you have opted to get Route Package Protection, please consider filing a claim with Route. For international orders, please allow for twenty days to pass from your the last update. You can only report a package as lost within 30 days from the last tracking update. If you report it any later, your claim might not be awarded.
There's something wrong with my package.
Though we pack your items with the greatest care, shipping can be rough, and packages do get damaged sometimes. If your package happens to be damaged, please take photographs of the shipping label, the damage on the outside of the box, and the damage to your items. Please then send these photos to us through email@example.com, and we'll try our best to help resolve the situation.
If you have opted to get Route Package Protection, consider filing a claim for damage. You'll need to do this within fifteen days of the date of delivery. You may be requested to send photos of the damage and of the box, so if your box was damaged, be sure to make photos, and it's best to keep the box until the claim has been fully resolved.
I received my package!
Yay! Now you get to use the items you ordered! Maybe it's time for your next build, or perhaps you got fancy new keycaps. Either way, we'd love to see what you do with it. You can join our Discord server to share pictures, get help with your build and chat with others, and follow our Instagram for regular updates. We also have a blog where we post monthly updates, and you can also subscribe to our mailing list there. Thank you for being around, and we're sure you'll enjoy your keyboard! :)