Missing or Delayed Orders
We’re here to help you find out what happened to your parcel.
Start with the tracking link in your shipping confirmation email, then follow the steps below.
Email our team
What to do first
Check tracking
Open the link in your shipping confirmation email. Look for a revised delivery date, delivery attempt or pickup notice.
Check delivery spots
If marked delivered, look in your mailbox, parcel locker and sheltered areas, and ask household members or reception.
Contact us
If the parcel is overdue or still missing, send us your order number, tracking number and a brief description.
Choose your situation
Tracking hasn’t updated
Check the carrier page for new scans or service alerts. If the estimated delivery date has passed, contact us.
Marked delivered
Review any delivery photo or notice and check around your address. If it is still missing, contact the carrier and our team promptly.
Address issue
Email us right away with your order number and correct address. Changes may not be possible once the parcel has shipped.
Frequently asked questions
Where can I find my tracking number?
Check your shipping confirmation email for a tracking link. If you cannot find the email, check your spam or junk folder. Email sales@rocksandgemscanada.com with your order number if you still need help.
My tracking has not updated. Is my parcel lost?
A gap between scans does not necessarily mean a parcel is lost. Check the carrier’s tracking page for a new delivery estimate or service alert. If the estimated delivery date has passed and your parcel has not arrived, contact us with your order and tracking numbers.
My order is taking longer than expected. What should I do?
Check tracking for a delivery attempt, pickup instructions or a revised delivery date. If it is overdue or you think it may be missing, email sales@rocksandgemscanada.com with your order number, tracking number and a short description of the issue.
I entered the wrong shipping address. Can it be changed?
Email us as soon as possible with your order number and correct address. We’ll check whether a correction is still possible. Changes cannot be guaranteed after dispatch.
Will my order arrive before Christmas?
See our Christmas Shipping page for current guidance. Christmas delivery is not guaranteed. If you need your order by a particular date, contact us before purchasing.
Tracking says Delivered, but I cannot find my parcel.
Check your mailbox, community parcel locker, any parcel-locker key, sheltered areas, household members and building reception. Review any carrier delivery photo or notice and confirm the address on your order. If the parcel is still missing, contact the carrier and email us promptly with your order and tracking numbers.
Need us to look into it?
Email sales@rocksandgemscanada.com with your order number, tracking number if available, and what has happened. If you have a carrier case number, include that too. We’ll review the shipment and help determine the next steps.
Shopping for the holidays? See our Christmas Shipping page for current guidance.
Questions about your order? We’re here to help.
Send us your order details and our small team will help you work out the next step.
