Issue: “My tracking information hasn’t updated in days. Where is my order?”
At Moresoo, we understand how important it is to receive your hair extensions on time.
If your logistics/tracking details haven’t been updated, here’s what you need to know and how we can help.
Common Reasons for Delayed Tracking Updates
1. Carrier Processing Delays
-Shipping carriers (e.g., USPS, FedEx, DHL) may experience delays in scanning packages, especially during peak seasons or due to high volume.
-The tracking status may not update until the package reaches the next facility.
2. International Customs Hold (for International Orders)
-Packages crossing borders may be held for customs inspections, which can delay tracking updates by several days.
3. Package Not Yet Scanned
-If the order was recently shipped, the carrier may not have scanned it yet. Updates typically appear within 24–48 hours.
What You Can Do
1. Wait 1–2 Business Days
-Minor delays are common. Check again after 24-48 hours.
2. Verify the Tracking Number
-Ensure you’re using the correct tracking number provided in your confirmation email.
-Visit the carrier’s official website for the most accurate updates:
[USPS Tracking](https://www.usps.com/) | [FedEx Tracking](https://www.fedex.com/) | [DHL Tracking](https://www.dhl.com/)
3. Contact the Carrier Directly
-Provide them with your tracking number for real-time assistance.
4. Check for Delivery Attempts
-Some carriers mark packages as “delayed” if a delivery attempt failed (e.g., no one was home).
5. Reach Out to Us
-If no updates after 5 business days, please reach out to us.
-We’ll investigate with the carrier and resolve the issue promptly.
FAQ
Q: What if the tracking shows “Delivered” but I didn’t receive my package?
A: First, check with neighbors, your mailbox or your local post office. If unresolved, contact us immediately for assistance.
Q: What if my package is stuck in customs?
A: Customs clearance times vary. We’ll provide documentation to assist, but fees (if any) are the customer’s responsibility.
Q: Can I get a refund if my order is lost?
A: Yes! If confirms loss, we’ll refund or reship your order at no cost.
Need More Help?
Reach out to our customer service and we’ll help you out!
We’re committed to ensuring you love your hair extensions! Thank you for your patience and understanding.