This article explains why an order might show as delayed or stuck "in transit," and when to reach out for help versus when to wait.
Why does my order say it's delayed?
Carriers report delays for a range of reasons, including customs clearance and other external factors outside PerkUp's control. When your shipment's status changes to delayed, PerkUp automatically sends you an email — the message reads: "Your order is delayed due to customs clearance / external factors." You don't need to contact support just because you received this email; it's a status update, not necessarily a sign something has gone wrong.
Is it normal for a package to sit "in transit" for a while?
Yes, to a point. Carriers don't scan every package at every checkpoint, so a status that hasn't changed in a day or two usually just means the package hasn't reached its next scan point yet — not that it's lost. Check the tracking history timeline on your order's Transactions page for the most recent checkpoint and location.
Is PerkUp already aware if my shipment is at risk?
Often, yes. Shipments that a carrier reports as lost, stuck, or failed are automatically flagged to PerkUp's operations team, in addition to triggering the delay emails sent to you. That means many at-risk shipments are already being looked into before you reach out — but if you're worried, contacting support never hurts.
When should I contact support about a delay?
Reach out through the messenger on this help center or in the app if your order is significantly past its estimated delivery date, if you received a customs-delay or delivery-problem email and haven't seen movement since, or if the tracking history hasn't updated at all in more than a few days. Lost-in-transit and missed-delivery claims must be reported within 14 days, so don't wait too long if the package still hasn't shown up. When you contact support, include your order number so the team can look into the shipment directly with the carrier.
What happens after I contact support about a delay?
Support can investigate the shipment with the carrier and follow up with next steps, which may include continuing to wait, arranging a replacement, or issuing a refund depending on what the carrier reports. If your package never arrives at all, see "My order never arrived" for what happens next.