Many De-Fi products ship in multiple boxes via FedEx Ground. Because of this, and because of the current global logistics crisis, your packages may arrive at separate times. We appreciate your patience and understanding!
Understanding Your Tracking Number
You will receive an email with your tracking information once your order is ready to leave the warehouse. This message will be sent to the email you provided when placing your order.
All shipments have a Master Tracking number tied to the shipment. If your shipment is one box, that is the Master Tracking number. If your order contains multiple boxes, there will be a Master Tracking number assigned to your entire shipment. This Master Tracking number will display all packages associated with your shipment. You may see several statuses related to each box:
- In Transit: Your package is in transit and should arrive by the estimated date provided by FedEx.
- Delivered: Your package has been delivered.
- Pending: Your package may be delayed, but is still en route.
- Shipping Exception: Your package may be missing, misrouted or a delivery attempt was made on a Signature Required delivery.
- Please call FedEx at +1-800-GO-FEDEX (+1-800-463-3339) and provide your tracking information for clarification before contacting Output Support.
Note: If you have multiple tracking numbers associated with your shipment, and only part of your shipment was delivered, please check your other tracking numbers associated with the Master Tracking number. Your other packages are likely still en route and are not missing.
It is common for shipments with multiple boxes to be delivered on separate days, sometimes several days apart.
Note: If you call FedEx to request a Location Hold on your shipment at a FedEx location for pick up when it is convenient, you MUST provide every tracking number in your order.
Example: If your shipment contains 4 packages, please provide ALL 4 tracking numbers to the FedEx Representative in the HOLD request.
My shipment doesn’t seem to be moving, or says “Pending.” What do I do now?
If your tracking number indicates that your package has not been scanned for a few days, this is normal. FedEx Ground usually has longer periods between scans from pickup to the final destination.
If your tracking number shows as “Pending,” this simply means your package is running late, and is not lost. It's on the way.
My tracking number says my package has been delivered, but I didn’t receive it
If your package has been marked as “Delivered,” on the FedEx tracking website, your package has been delivered in a location where FedEx normally delivers your packages. This could be at your front door, in a leasing office or concierge, by your garage, etc.
Please check any known locations where FedEx has previously been instructed to deliver your package at your address, such as your front desk, leasing office, etc. If you are unable to locate your package, please check with your neighbors or any residents that you live with to ensure that they did not receive the package on your behalf.
If your package is still missing, please reach out to our support team and we will be happy to help. Per FedEx protocol, you must contact Output Support within 1-5 days of your package being “delivered”, according to your tracking number. If you wait longer than 5 days, we may not be able to assist with locating your package(s).
FedEx says my package has been lost
If FedEx determines that your package was lost during transit, Output Support will be able to file a Claim on your behalf. This can only occur if you have notified Output Support within 1-5 days of your package being “delivered” (according to your tracking number) and FedEx has determined that there was a mistake. Once a claim is filed, Output will prioritize your replacement shipment and do our best to ensure that you receive your product(s) as soon as possible after the claim has been fully processed.
How long until my package is found?
Tracers often result in the package being found if your package went missing during transit, and your package will then be routed to its final destination. A Tracer typically takes 7-14 days to complete.
Replacement Parts
If a Tracer is unsuccessful in locating your missing or misrouted package and FedEx confirms they lost your shipment or a part of your shipment, only then will we be able to dispatch replacement parts once our investigation has closed.