I placed an order but I have not received the tracking number yet

This is expected, and it does not mean that something is wrong with your order.

How it works

1. Order confirmation. Right after the payment, you receive a confirmation email. This email confirms the payment only, so it does not contain any tracking number.

2. Order processing. Your order is then prepared within the lead time indicated in the StereoLabs store at the moment of the purchase. The lead time starts when the payment is completed, and it depends on the availability of the ordered items. If your order contains different products with different lead times, it is shipped when all the items are ready.

3. Shipment. As soon as the parcel leaves our warehouse, you receive a second email containing the carrier name and the tracking number. Please note that the tracking events can take up to 24 hours to become visible on the carrier website after the label has been created.

Before contacting us

• Check the spam, promotions, or filtered folders of the email address used for the order.

• Verify that the email address entered at checkout is correct; a typo prevents the delivery of the shipping notification.

• Keep in mind that lead time and transit time are two different things. The lead time is the time needed to prepare your order after the payment; the transit time is the time the carrier needs to deliver the parcel after the shipment. Choosing Express Shipping instead of Standard Shipping reduces the transit time only, so it does not change when your order is processed nor when the tracking number is sent to you.

If the lead time has passed

Do not hesitate to write to support@stereolabs.com, indicating your order number and the email address used for the purchase. We will check the status of your order and send you the tracking information as soon as it is available.