My parcel is late or tracking hasn't updated what happens next

We know it’s stressful when tracking doesn’t move the way you expect. Here are a few quick checks first, and then what we can do to help.

First, check the basics

Make sure you’re looking at the right tracking link for the right order. If you’ve placed more than one order, it’s easy to open an older link by mistake.

Tracking can update in batches, especially later in the day or in the evening.

If your delivery date is close, updates can sometimes appear later than you’d expect (for example, when a parcel is moving between depots).

What we can do
If your parcel looks delayed, we can:

-check the courier status and confirm the latest scan we can see

-confirm whether it’s still moving through the network

-advise next steps if it appears to be stuck or off-route

Because medication deliveries are dispatched and managed through our pharmacy, we may need the pharmacy team to raise the investigation directly with the courier. That’s the quickest way to get an accurate update.

If you contact us, please include

your order number

your tracking number (if you have it)

and the delivery postcode on the order (so we can locate it quickly)

We’ll take it from there and keep you updated. If you did have any questions after dispatch you can also give us a call to speak with one of our prescribers. You can call the pharmacy team at any time between 10am and 5pm, Monday to Friday on 03330 34 24 38 and select option 2 to get through to them.