Where is my parcel?
As soon as your order is handed to the carrier, you receive an email with your tracking number and a direct link. Check your spam folder if you can't find it: that's the number one cause.
You can also find tracking in your customer account, under the “Orders” tab.
Tracking has stopped updating
A parcel can go quiet for 24 to 48 hours between two sorting centres; that's normal. After 72 hours without movement, write to us at bonjour@tropik.so with your order number: we open the investigation with the carrier ourselves.
Parcel marked as delivered but nowhere to be found
First check with your neighbours and in your letterbox: couriers sometimes drop parcels off without ringing. If nothing turns up within 24 hours, let us know: we report the loss and ship again.
Changing an address
As long as the order hasn't been handed to the carrier, we can change the address. Write to us as soon as possible. Once the parcel has left, only the carrier can act, usually through its own redirection service.
