The package is missing. Or at least it feels that way. The order confirmation arrived, the money left your account, but the headphones are nowhere to be seen. A familiar feeling – like waiting for a pizza that never shows up. Except the pizza cost thirty euros and the headphones a bit more.
No worries. Usually this is sorted out in a couple of minutes.
Where's the package hiding?
Most "lost" packages aren't actually lost. They're either still in transit, waiting for pickup in a locker somewhere, or the tracking just hasn't updated yet.
Most common reasons:
- The tracking code doesn't work yet. It sometimes takes the carrier 1–2 business days to activate tracking. If you ordered yesterday, take a deep breath.
- The package is waiting for pickup. Your carrier may have left a pickup notice in email or SMS that got buried in spam. Check that folder too.
- The carrier is doing carrier things. Sometimes a package takes a route you won't find on any map. We can't control this, much as we'd like to.
- International shipments. Some shipments change carrier along the way, and the last leg is usually handled by a local company. The tracking code from your order confirmation works the whole way.
How to sort it out
- Dig up your order confirmation. You got an email when your order left our warehouse. It has the tracking code and a link.
- Enter the tracking code on the carrier's website. The tracking link in the same email takes you straight to the right page.
- Read the tracking info. They tell you where the package is. If it says "Arrived at pickup point," the package is waiting for you. Remember to check the last pickup date – after that the package returns to us, and no one is happy.
- Check spam and text messages. Sometimes the pickup notice arrives via a channel you weren't expecting.
- Wait 1–2 business days, if the tracking code still shows nothing. Systems update at their own pace.
If the package is truly missing
If the tracking hasn't updated for a week or the package seems stuck in a black hole, contact us: info@valco.fi. Include your order number and tracking code, and we'll sort it out.
We don't control the carriers (though once the Death Star is finished that might change), but we do know how to track a package and can send a new one if needed.
One more thing: if you got a pickup notice, don't let the last pickup date pass. The package will be returned to us, and resending it costs time and nerves – for both sides. Go pick it up. Headphones don't get better by waiting in a locker.
