Use the tracking tool on this page with the tracking number provided after dispatch. Personalized orders do not normally receive carrier tracking while they are still being prepared.
Why is there no tracking update yet? Tracking begins only after the parcel is dispatched and scanned by the carrier. A new number may appear before the first physical scan, and movement between facilities may not be shown in real time.
How to Track a Shipment
1. Find the dispatch message linked to the email used at checkout.
2. Copy the tracking number exactly as shown.
3. Enter it into the tracking tool on this page or use the carrier link in the dispatch message.
4. Review the latest carrier scan, estimated delivery information, and any action required.
5. Contact support with the order and tracking details when the status remains unresolved.
Understanding the Order Journey
|
Stage |
What It Means |
|
Order received |
The order and personalization information have been recorded. |
|
In review or production |
The personalized item is being checked, prepared, or produced; carrier tracking is not yet expected. |
|
Ready for dispatch |
Packing or carrier handover is being prepared. |
|
Shipped |
The parcel has been assigned to a delivery service; the first scan may still be pending. |
|
In transit |
The carrier is moving the parcel through its network. |
|
Out for delivery |
The parcel is scheduled for a local delivery attempt. |
|
Delivered |
The carrier has recorded delivery at the address, safe place, collection point, reception, or another approved location. |
Tracking Number Not Recognized
Check for typing errors and allow time for the carrier’s first scan. Confirm that the correct carrier link is being used. If the number remains invalid after the carrier has had a reasonable opportunity to accept the parcel, contact support with the order number and dispatch message.
Tracking Has Stopped Updating
Gaps can occur while a parcel travels between facilities, crosses a border, waits for customs, or transfers to a local delivery partner. Review the estimated delivery information and any customs or collection notice before requesting an investigation.
Tracking Says Delivered but the Parcel Is Missing
1. Check the delivery address on the order.
2. Look around entrances, safe places, reception areas, mailrooms, parcel lockers, and collection points.
3. Ask household members, neighbors, building staff, or the intended recipient.
4. Review any delivery photograph, signature, map, or note provided by the carrier.
5. Contact the carrier when its process requires the recipient to report the missing delivery.
6. Contact Pure Keepsake with the order number, tracking number, and steps already completed.
Incorrect Delivery Address
Contact support and the carrier immediately. An address change or redirection may not be possible after dispatch and may involve additional cost. Delivery to an address entered incorrectly at checkout may require a separate investigation or replacement decision.
Need More Help?
Review Shipping and Delivery for customs, delays, split shipments, and address guidance. For an unresolved case, use the Contact page and provide the order number, tracking number, checkout email, and latest carrier status.