Tracking

Track the current status of your order quickly and conveniently.

As soon as your order has been shipped and tracking is available for the selected shipping method, you will receive a shipping confirmation by email. This usually contains your tracking number as well as a link to the carrier’s tracking page.

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Where can I find my tracking number?

You can usually find your tracking number:

• in your shipping confirmation email,
• in your customer account under your orders,
• or via the tracking link included in the shipping confirmation.

Please also check your spam or junk email folder if you have not received a shipping confirmation.

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Track shipment

Enter your tracking number on the website of the respective carrier or use the tracking link from your shipping confirmation.

Please note that the tracking status may not update immediately after you receive the shipping confirmation.

Several hours may pass between the electronic pre-notification of the shipment and the first scan at the parcel center. In some cases, an update is only visible on the next business day.

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What do the most common shipping statuses mean?

The shipment has been electronically announced

We have transmitted the shipping data to the carrier.

The shipment may still be in our shipping department or may already have been handed over, but has not yet been scanned at the first parcel center.

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The shipment has been accepted by the carrier

The parcel has been recorded by the carrier and is on its way.

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The shipment has been processed at the parcel center

The parcel has been sorted at a parcel center and prepared for onward transport.

It may pass through several parcel centers during transport.

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The shipment is out for delivery

The parcel has been loaded into the delivery vehicle and is usually scheduled to be delivered on the same day.

However, we cannot guarantee delivery at a specific time.

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The shipment has been delivered

According to the carrier, the shipment was successfully delivered.

Delivery may have been made:

• directly to the recipient,
• to a household member,
• to a neighbor,
• to an agreed drop-off location,
• to a branch,
• or to a parcel shop or parcel locker.

Please refer to the exact details in the tracking information.

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The shipment could not be delivered

Delivery may not have been possible because:

• no one was available,
• the address was incomplete or incorrect,
• the recipient name was not visible on the doorbell or mailbox,
• access to the building was not possible,
• or there was another delivery obstacle.

Please check the tracking information. There you will often find information about a new delivery attempt or collection from a branch or parcel shop.

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The shipment is ready for pickup

The parcel has been forwarded to a branch, parcel shop, or parcel locker.

Please note the specified pickup deadline and, if applicable, bring a valid ID as well as the pickup notice.

If the shipment is not collected in time, it may be returned to us.

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The shipment is being returned to the sender

A return to us may occur, among other reasons, if:

• the delivery address was incorrect or incomplete,
• the recipient could not be identified,
• the name was not displayed on the doorbell or mailbox,
• receipt was refused,
• or the pickup deadline was exceeded.

As soon as the shipment has arrived back with us and has been checked, we will inform you about the next steps.

If the failed delivery is not attributable to us, additional shipping costs may apply for a reshipment.

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My tracking is not updating

Please wait until the next business day first.

It can happen that a shipment is not scanned separately at every stop during transport. The status may therefore not change for a certain period of time, even though the shipment is still on its way.

On weekends, public holidays, or during periods of high shipment volumes, updates may take longer.

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My shipment is delayed

The usual delivery time within Germany after shipment is generally 1–3 business days.

Delays may occur in particular due to:

• weekends or public holidays,
• increased shipping volume,
• adverse weather conditions,
• technical disruptions,
• traffic disruptions,
• or unforeseen events with the carrier.

Please note that the stated delivery times are generally estimated delivery times unless expressly agreed otherwise.

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The shipment is shown as delivered, but cannot be found

Please first check:

• your mailbox,
• the stairwell and entrance area,
• the agreed drop-off location,
• whether a household member accepted the shipment,
• whether the parcel was left with a neighbor,
• as well as the detailed delivery information in the tracking.

Please also ask nearby neighbors if the recipient’s name is not clearly stated in the tracking information.

If the shipment still cannot be found, please contact our customer service. We will review the case and, if necessary, initiate an investigation with the carrier.

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I have not received a shipping confirmation

Please first check your spam or junk email folder.

Possible reasons are:

• The order has not yet been shipped.
• An incorrect email address was provided with the order.
• The selected shipping method does not include full tracking.
• The shipping confirmation was classified as spam by the email provider.

If you have not received a shipping confirmation after the stated processing time has passed, please contact our customer service.

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Important note about the delivery address

Please carefully check before completing your order:

• the recipient’s full name,
• street and house number,
• postal code and city,
• if applicable, company name, floor, or apartment number,
• as well as the name shown on the doorbell and mailbox.

The recipient name should match the name on the doorbell and mailbox.

We cannot accept responsibility for delays or returns due to incorrect, incomplete, or untraceable recipient information.

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Need help?

If your shipment has not arrived after the usual delivery time or if the tracking information is unclear, please contact our customer service.

Please provide us with the following details if possible:

• your order number,
• your full name,
• your tracking number,
• and a brief description of the issue.

MY & MT Store
Email: info@mymtstore.de

We will be happy to help you.