BACKER SUPPORT

If your order has not been delivered within the expected delivery time then please do not panic, as parcels can often be temporarily held up in the postal system for a number of reasons before proceeding towards delivery as normal. If your order was sent by a tracked service then please continue to check its delivery status for updates using the link provided in our shipping notification.

If there is no tracking available on your parcel, or if your tracking says "delivered", then we would recommend that you speak to your neighbours and local post office to see if the parcel has been left with them - the postal workers don't always leave a note in our experience, if customers are out at the time of delivery. In some cases they may even decide to leave parcels in a "safe place" (such as a porch, garden, or recycling bin), so it may be worth checking those as well.

You may also want to check if there are any service updates regarding the postal systems in your area, as there may be regional delays caused by weather conditions, industrial action, or public holidays.

In some cases a parcel may not be received because the address we have been provided is no longer up-to-date, or is incomplete. Please examine the delivery address in the shipping notification you received from us, and let us know if it is incorrect in any way.

The postal services typically advise that we should allow some time for a parcel to arrive before it could be considered lost in transit, depending on the service and destination country. With that in mind please consult the table below to see how many days we recommend allowing for the parcel to arrive after despatch before contacting us.

If your parcel has still not arrived and cannot be located in that time then please submit a new support ticket with us here as soon as possible. We can then investigate its status with the postal service on your behalf if sent with tracking, and can liaise with the publishers to see how best to replace the items for you if necessary.