My Order Hasn't Arrived - What To Do?

We know you're excited to receive your custom controller, and waiting for a package that seems delayed can be worrying. Please don't worry—in most cases, there's a simple explanation and a clear path to getting an update.

This guide provides a step-by-step process to follow if your order hasn't arrived as expected.

Step 1: Check Your Tracking Information

This is always the first and most important step. Your tracking number is the key to understanding where your package is in its journey.

1. Find Your Shipping Confirmation Email: Search your inbox (and spam folder) for the email we sent when your order was dispatched.
2. Get Your Tracking Number: Copy the full tracking number from that email.
3. Check the Carrier's Website: Go to the official tracking website for the carrier (e.g., FedEx, DHL, Andreani) and enter your tracking number.

➡️ **Need a refresher on how to do this? Read our guide: How to Track Your Shipment

The tracking information will provide the most up-to-date status of your package.

Step 2: Understand the Tracking Status

Look closely at the latest status update. Here are some common situations:

If the status is "In Transit" or "On its way"...

This means the package is still moving through the carrier's network. International shipping can sometimes have unexpected delays due to weather, logistical backlogs, or routing changes. If the estimated delivery date has passed but the package is still showing as "In Transit," it's best to wait another 1-2 business days, as it often resolves itself.

If the status is "In Customs" or "Clearance Event"...

This is a normal part of all international shipments. Your controller has arrived in your country and is being processed by the local customs office.

• Normal Delays: Customs clearance can take anywhere from a few hours to several days. This is completely normal.
• Action Required: If the package is held in customs for an extended period, it may mean they require payment of import duties or taxes. The carrier (FedEx/DHL) should have contacted you about this. Please check your email and phone messages. If you haven't heard from them, you should contact the carrier's local office directly.

➡️ **Learn more about this process: Understanding Customs, Duties, and Import Taxes

If the status is "Delivered" but you don't have it...

This can be alarming, but there are a few things to check before panicking:

1. Check Around Your Property: Carriers sometimes leave packages in less obvious places like a back porch, behind a planter, or at a side door to keep them safe.
2. Check with Neighbors: Ask your immediate neighbors if the package was accidentally delivered to them.
3. Check with Others at Home: See if another member of your household or a building manager/receptionist accepted the package on your behalf.

Step 3: Contact the Shipping Carrier Directly

If you've checked the tracking and the status is unclear, or if it says "Delivered" and you still can't find it, the next best step is to contact the local office of the shipping carrier.

• Why? They have the most detailed, internal information about the delivery, including the specific delivery driver's route and notes.
• What to Have Ready: When you call, have your tracking number ready.

Step 4: Contact Yaeltex Support

If you have completed all the steps above—checked your tracking, understood the status, and contacted the carrier—and you still don't have a resolution, it's time to contact us.

Please email us at support@yaeltex.com and include the following information:

• Your Order Number.
• Your Tracking Number.
• A brief summary of the steps you have already taken (e.g., "I have contacted FedEx, and they were unable to locate the package.").

Our team will then step in to investigate from our end and help you resolve the issue.

Updated on: 03/07/2025