The tracking email comes from the shipping service I would assume. Certainly we at Petersen Games don’t know exactly when a package leaves the warehouse. I mean, we know in general, because the shipper tells us “We’re shipping out of the Australian warehouse” or whatever, but we don’t know vis-a-vis individual shipments. I often don’t get the tracking e-mails myself. 

I wish I could give you a more profound answer . We do tell our shippers to send tracking e-mails, but for whatever reason, people tell us all the time they didn’t get one. I assume in a few cases it’s because they have anticipated by a day or two when the e-mail would come. Other times perhaps it was a spam filter. But I am sure that plenty of times it’s because the warehouse guy didn’t send it, or sent it to a mispelled e-mail address or something else lame like that.

The best thing you can do if you are in the United States is sign up for MYUPS on ups.com with the address you are having it delivered too and UPS will often get the tracking as soon as it becomes available, which can be days before it ships as sometime they make the labels early. UPS will also then notify you much more reliably when it has shipped. Unfortunately that doesn’t work outside of the United States. Even here in support, I often can’t see a tracking number until after the item has shipped and the warehouse has updated the shipping interface we use.

As Sandy said, they are supposed to send out an e-mail with every order, however sometimes the e-mails come a few days after it has shipped and sometimes they may have put in the wrong e-mail address or it got caught in spam. It’s a hard thing to diagnose on our end when we have our warehouse saying they sent it, some customers saying they haven’t gotten one and other saying they have and not having access to either the warehouse or the customers e-mail boxes to be able to check and see where the e-mails ended up. So we urge everyone to check their spam filter and make sure it didn’t end up in there first. And of course you can create a support ticket and we may or may not have the tracking number ourselves yet, but we do ask that you wait until Arthur has said that everything has shipped out so that we don’t get overloaded with tracking requests.

In the end we will try to take care of you if there is something wrong with your delivery.

Thanks 🙂