If your order status has stayed the same for a few days, this document provides essential information about your order status.
You will learn the following:
Possible Causes
Several possible reasons exist why your order status has not been updated for a while, including:
A. Your order is likely still in transit between facilities
It may occur due to high shipping volumes during peak seasons and adverse weather conditions. Please rest assured that we closely monitor your delivery and will provide any updates as soon as they become available.
B. Your order is still within the delivery estimated date
Your order is currently on track to arrive within the estimated delivery window. While we understand that waiting for a package can be frustrating, please be assured that we are monitoring your delivery closely and will do our best to ensure it is delivered as soon as possible. We will continue to provide updates through your tracking link as soon as new information becomes available.
C. The order was marked 'Out for Delivery' for 24+ hours without delivery
Although packages marked as 'Out for Delivery' are usually dispatched on the same day, it is possible that our network partner encountered unforeseen challenges, such as difficulty locating the address or experiencing delays en route.
D. Your order is experiencing a delay in customs
This may occur during peak shipping periods, particularly during the holiday season when a significantly larger volume of packages is being processed. Please be patient as your package undergoes the necessary customs procedures.
E. Your order has exceeded the estimated delivery date.
Although delays can occur, we usually complete 95% of our deliveries within the Service-Level Agreement (SLA). If your delivery takes longer than this, our team is ready to assist you. Please click here to lodge an investigation with us.
Order Statuses
We have established API connectivity with all our network partner systems, and our platform will reflect the updated information.
Below is the list of available order statuses for our services.
First Mile
Order Status | Description |
Order Information Received | Our partner has received information about the order, but the physical items still need to be picked up or shipped. |
Pick Up Requested | We have requested our partner to pick up a delivery or package received at Main Hub from a designated location. |
Pick Up Scheduled | Our partner has scheduled a time to pick up the delivery or package from the designated location. |
Canceled | The ordering or delivering party did not send the item to the intended destination as it terminated it. |
Pick Up in Progress | Our partner has dispatched a driver or courier to the pickup location and is loading the goods onto the vehicle. |
Picked Up at Origin | Our partner has taken the package or delivery from the origin warehouse, which will deliver it to its destination. |
Failed Pick Up | Our partner has been unable to collect a delivery as planned from the designated location due to various factors, including unprepared cargo, carrier non-attendance, or sketchy details given to the carrier. |
Hub Transfer | We are transporting the delivery from one transportation hub to another |
Received at Main Hub | The delivery or package has been received and processed at the logistics company's main distribution center or hub. |
Returned to Shipper | Our partner returned the package or delivered it to the original sender instead of having it to the intended recipient. |
On Delivery to Freight Forwarder | The sender has delivered the delivery to our freight forwarding partner, which will handle the transportation of the goods to the intended destination. |
Delivered to Freight Forwarder | Our freight forwarder partner has received the delivery or package and will be responsible for arranging the transportation of the load to its final destination. |
Shipment Failed | Our partner still needs to deliver the delivery or package to its intended destination successfully. |
Shipment Lost | Our partner did not deliver the transported package or cargo to its intended destination and may have misplaced, stolen, or damaged it during transit, resulting in its loss. |
Shipment Damaged | Shipping has partially or entirely damaged the goods or products transported from one location to another. |
Order Dropped Off at PUDO Point | Order delivered to Pick Up Drop Off (PUDO) point for first-mile transport from seller's location to carrier's hub. |
Order Handed over to FM Partner | We have transferred the order or shipment to a first-mile (FM) partner for delivery. |
Freight Forwarder
Order Status | Description |
Order Information Received | Our freight forwarding partner receives the necessary information and documentation from the customer to arrange for the transportation of goods from one location to another. |
Canceled | The services of the freight forwarder, who is responsible for arranging and managing the transportation of goods, have been canceled or terminated. |
Received at Freight Forwarder Hub | The freight forwarder has received the delivery and will now manage its movement through the transportation network until it reaches its final destination. |
Shipment to Airline | The goods have been transported and delivered to the airline for further transportation to the final destination by air. |
Pending Export Customs Clearance | Customs authorities must clear the delivery before exporting it to its destination country. |
Rejected by Export Customs | The customs authorities have denied clearance to our freight forwarding partner for shipping the exported goods. |
Rejected by Airline | The airline rejected the delivery of goods due to regulatory compliance, safety concerns, cargo size or weight, packaging, or documentation issues. |
Returned to Origin Warehouse | The warehouse has received a returned delivery or package. |
Export Customs Cleared | Our freight forwarder partner has completed the customs procedures to enable the transportation of the delivery to depart from the country of origin. |
Received by Airline | The airline received the delivery from the freight forwarder and will transport the goods to their destination. |
In Flight | A shipment is in transit, i.e., transported from one location to another, typically by air. |
Departed Origin Port | A shipment or cargo has left the port of origin and is on its way to the next destination as arranged by the freight forwarder. |
Received at Transhipment Facility | Our freight forwarder partner has received the shipment or cargo at a transhipment facility. |
Received at Transhipment Hub | The hub has received a shipment and will transfer it to another mode of transportation or another hub for further delivery to its final destination. |
Returned to Transhipment Hub | A shipment has been sent back to a transhipment hub by our freight forwarder partner. |
In Flight to Destination Country | The cargo or shipment is on board an aircraft and en route to the destination country. |
Departed Transhipment Hub | One mode of transportation has transferred the shipment or cargo to another, and it has left a transportation hub. |
Arrived at Destination Port | A shipment or cargo has reached its final destination port and is now in the custody of the freight forwarder. |
Parcels Confiscated | A shipment of packages or goods has been seized or taken possession of by a freight forwarder for various reasons, such as non-payment of fees, incorrect documentation, or illegal or prohibited items. |
Returned to Shipper | The freight forwarder has returned a shipment or package to the original sender. |
Customs
Order Status | Description |
Order Information Received | The customs clearance authorities have received the necessary information for customs clearance of a shipment, which may include details such as the description of the goods, the value, and the intended recipient. |
Canceled | A shipment has been stopped or delayed by customs officials due to issues related to customs clearance. |
Rejected by Import Customs | A shipment or package has been denied entry into the destination country by the customs department for reasons related to compliance with import regulations. |
Returned to Origin | A shipment or package has been sent back to its point of origin because it needed to clear customs in the destination country. |
Received by Customs Partner Warehouse | The customs partner has received the shipment, and it is in their custody for customs clearance. |
Handover to Last Mile | Transferring the shipment or package to the final stage of transportation involves the last-mile delivery to the intended recipient after customs clearance. |
Arrived at Import Customs Facility | A shipment has arrived at a customs inspection and clearance facility in the destination country. |
Pending Import Customs Clearance | Customs authorities hold a shipment or package and await clearance for import into the destination country. |
Import Customs on Hold | The customs clearance process for imported goods has been temporarily suspended or delayed by customs authorities. |
Import Customs Cleared | The customs authorities have completed the customs clearance procedures for the goods imported into the country, and now the goods are ready for further processing. |
Shipment Lost | A shipment has been detained or lost during the customs clearance process. |
Shipment Damaged | The customs clearance process damaged the cargo. |
Handover on hold | The transfer of goods from one party to another has been temporarily paused or delayed due to customs-related issues. |
Rerouting | We may redirect your shipment to a different customs clearance location if the original destination experiences delays or issues or if the sender sent the package to a region with additional customs requirements. |
Received at Transhipment Hub | The hub will undergo customs clearance procedures and transfer the shipment to another mode of transportation or destination. |
Departed Transhipment Hub | A shipment has left a transhipment hub and is en route to its destination, with customs clearance being the next step in the process. |
Parcels Confiscated | Customs officials seize or hold packages or shipments for various reasons, such as non-compliance with import/export regulations, incorrect or missing documentation, or suspicion of illegal activities. |
Last Mile
Order Status | Description |
Order Information Received | Our last-mile partner has received the necessary information to proceed with the final delivery leg. |
Canceled | Delivery canceled due to recipient unavailability or incorrect/ incomplete address information during the final stage |
Received at Destination Warehouse | A shipment has arrived at its final destination warehouse, where it will be sorted and prepared for delivery to the end customer's doorstep or last destination address. |
Out From Distribution Center | A package or shipment has left the distribution center and is en route to the final destination for delivery. |
On Delivery Process | The hub typically transports the package or shipment to its final destination, usually a residential or commercial address. |
Shipment Delivered | The package or shipment has reached its final destination, typically the customer's address or a designated delivery location within a short distance. |
Failed Delivery | Our partner still needs to deliver the shipment or package to its final destination successfully. |
Returned to Destination Warehouse | The warehouse that serves as the final point of delivery to the recipient has returned a shipment or package. |
Returned to Shipper | The original sender returned the package or shipment before it reached its final destination. |
Relabel | It is the process of updating or changing the labels or packaging of products before their final delivery to the end consumer. |
Shipment Lost | The shipment can only reach its destination during the last leg of the delivery process due to an incorrect address, the delivery driver's inability to locate the recipient, theft, or damage during transit. |
Shipment Damaged | It is a package or shipment damaged or unusable during the final delivery stage, usually due to improper handling, accidents, or poor packaging. |
Ready Self-pickup | It is a process where a customer can pick up their package from a designated location, usually a warehouse or a distribution center, rather than having it delivered to the doorstep. |
Rerouting | The delivery vehicle's route is changed based on real-time traffic conditions, weather, or other factors. |
In Transit | The package is sorted and dispatched from a nearby hub or distribution center for final delivery by a local courier or driver. |
Order Received at PUDO Point | The customer chose to pick up their order at a PUDO location instead of delivering to their location. |
Order Self Collection Successful | A customer has successfully placed an order and has chosen to collect the package themselves for the final leg of the delivery journey. |
What to Do Next?
Follow the steps outlined below to proceed if the system has not updated your order status for an extended period:
1. Check Your Order Tracking Number
If you have been waiting for updates on your order status for a few days, please ensure you have the correct tracking number to track your order. Here are some reliable sources where you can check the number:
The confirmation email from Luwjistik (Consignee only)
The order label
The order tab on our portal (Log into your Luwjistik account)
2. Wait for a Couple of Days
Consider giving it a few days before checking on the status of your order, as our partner may be able to address many of the potential delays mentioned. Your package may even arrive during this time.
3. Contact Luwjistik Team
If you have been waiting to receive updates on your tracking status for a week, please email us at [email protected] for any questions or concerns regarding your tracking updates. Or you can go through LChat, our direct network partner messenger, on the Luwjistik platform.
We will connect you with a representative who can provide accurate and reliable information.