Fix a delayed or missing delivery

I have no tracking numberCopy Anchor Link

Check the checkout email's inbox and spam folder for a dispatch message. An order confirmation means the purchase was received; it is not necessarily a carrier scan. Tracking can initially show label created before the parcel appears in the carrier network. If there is no dispatch email a few business days after payment (orders usually ship within 1–2 business days), or tracking stays unchanged for more than 48 hours, contact support with your order number, checkout email, and purchase date. You can also use these details if you cannot find the order number.

My parcel is late or on holdCopy Anchor Link

1. Open the carrier tracking link and compare the latest scan with the estimated delivery time. Estimates are not guarantees, especially when customs or high order volume is involved.
2. For a failed delivery attempt, pickup-point hold, or customs request, contact the carrier shown in your tracking with your tracking number. Follow its instructions for any required recipient details or charges. Customs fees are separate from shipping costs.
3. For tracking that does not progress, a return to sender, or a parcel beyond the estimate, send Vitruve the order number, tracking link, last update, and full delivery address. The team can investigate with the carrier and advise you on the next step.

I need to change the addressCopy Anchor Link

Contact Vitruve as soon as you notice the mistake. Give your order number and the complete corrected recipient name, street and building/apartment number, city, postal code, country, phone, and email. Before dispatch the team may be able to correct the order. After dispatch, contact the carrier shown in tracking as well; a redirect may be unavailable, delayed, or subject to a carrier fee. A billing-address change is a separate invoice request.

Tracking says delivered but I cannot find itCopy Anchor Link

Check reception, neighbors, other people at the delivery address, parcel areas, and any carrier pickup point. Look for a signature or delivery photo in the carrier tracking. If it is still missing, send Vitruve your order number, tracking link, full address, and what you checked. The team can open a carrier investigation and tell you whether a replacement or another resolution is appropriate; do not assume a delivered scan proves you received the parcel.

An item is missing from the boxCopy Anchor Link

Check the entire package, including inserts and accessory compartments, and whether the order has multiple tracking numbers or separate shipments. Compare what arrived with your order confirmation rather than a different bundle's contents. If a unit or accessory is still missing, send support your order number, which item and quantity are missing, and photos of the received contents and packaging. The team can verify the packing and arrange the next step.

For a device that arrived faulty rather than missing, follow hardware checks and the claim process.