Tracking Hasn't Updated—What Should I Do?

Tracking Hasn't Updated—What Should I Do?

Carriers like USPS and FedEx may experience delays in updating tracking details. If your tracking hasn’t been updated in several days:

1. Submit a support ticket at [e-mail], and we’ll follow up with the carrier. You’ll receive a response within 48 hours.
2. In rare cases, a package may still be in transit even if it hasn’t been scanned at recent stops.
3. If the package is declared lost, COMPLEX will assist in filing a lost package claim with the carrier.
4. Lost package claims will typically receive a response within 30 days of filing.

In the case of a Brand Partner denying a request to file a claim, customers can follow up with Customer Service [e-mail].

Note: The carrier is not guaranteed to respond to lost package claims.