Where is my package?
Enter the number from your shipping confirmation and we will take you straight to its live status on the Ecom tracking portal.
Three things to check first
Check the retailer's email
The number is in the shipping confirmation sent by the shop you ordered from, not by Ecom. Search your inbox for the order number.
Know what it looks like
Copy the tracking number from your shipping confirmation. A retailer’s order reference may be different, so use the number labelled for tracking.
Give it until the first scan
A number is issued when the label is printed and starts reporting once the parcel is scanned into the network. Very new numbers can return nothing yet.
What happens to your parcel
Tracking shows events recorded against your shipment. Updates may be less frequent before the first scan or while a parcel travels between facilities. If the delivery expectation has passed, contact support with the tracking number.
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The retailer's order is picked and packed
Your order is assembled at the warehouse holding that retailer's stock and a label is printed for it. That label is where your tracking number comes from, which is why the number can exist before the parcel has moved.
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It is scanned into the network
The parcel is collected and scanned at the facility handling it. This first scan is the point at which the number starts reporting: before it, there is nothing recorded against the number to show you.
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It travels between facilities if it needs to
A parcel going beyond the region it was packed in moves on scheduled capacity between our facilities. Long gaps between scans are normal on this leg, because the parcel is on a vehicle rather than passing through a building.
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It is sorted onto a delivery route
Parcels for the same area are grouped and loaded onto the route covering it, sequenced by where the stops actually are.
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It is delivered, and the delivery is recorded
The driver closes the delivery out against your tracking number with a timestamped photo, so the record exists without anyone having to phone for it.
Proof that it arrived
A completed delivery carries a tracking event and a timestamped photo, both visible against the shipment. If something arrived damaged or part of the order is missing, report it with the tracking number and photographs.
Still cannot find it?
Send us the order number from the retailer's confirmation and we will trace it from our side.
Shipping with Ecom and after tracking for your own customers? See what the platform exposes