Order Stuck or Not Moving

My Order is Stuck or Not Moving

First of all — take a breath. A tracking number that hasn't updated in a few days doesn't necessarily mean something is wrong. International shipments, especially those containing blades, go through multiple checkpoints and customs processes that can cause temporary delays. We've been shipping Cinderblade knives worldwide for years, and the vast majority of "stuck" orders do eventually arrive safely.

Here's everything you need to know.

Why Does an Order Get Stuck?

There are several common reasons why your tracking may appear frozen or inactive:

  • Customs Clearance: This is the most common reason. Your package is being inspected and processed by customs authorities in your country. This can take anywhere from 2 to 10 business days depending on your location and current customs workload. Knives and bladed tools often receive additional scrutiny.
  • Carrier Handoff: When a package transfers from an international carrier to your local postal service, there can be a gap of several days before the new carrier scans and updates the tracking.
  • Sorting Facility Delays: High-volume sorting facilities — especially during peak seasons like holidays — can cause delays in scanning and updating tracking information.
  • Public Holidays: Postal services and customs offices in both the origin and destination country may be closed during national holidays, causing temporary halts in movement.
  • Weather or Logistical Disruptions: Severe weather, strikes, or other unforeseen events can delay shipments in transit.
  • Incorrect or Incomplete Address: If your shipping address had an error, the package may be held at a facility awaiting resolution.

What Should You Do?

Step 1: Check How Long It's Been

If your tracking hasn't updated for fewer than 7 business days, please wait a little longer. This is within the normal range for international shipments, especially during customs processing.

Step 2: Check Your Tracking Link

Use the tracking number provided in your shipping confirmation email. Try checking it on both the carrier's website and a universal tracker like 17track.net or Parcelsapp.com for the most up-to-date information.

Step 3: Check for Customs Notifications

In some countries, customs authorities will send you a notification (by email, SMS, or post) if your package requires additional documentation, duties payment, or inspection. Check your email inbox and spam folder for any such notices.

Step 4: Contact Your Local Post Office or Customs Office

If your tracking shows the package has arrived in your country but hasn't moved in over 7 business days, contact your local post office or customs office with your tracking number. They can often provide more detailed information than what's visible online.

Step 5: Contact Us

If your order has been stuck for more than 15 business days with no movement and you've exhausted the steps above, please reach out to us. Provide your order number and tracking number and we will investigate on our end and work with you to find a resolution.

Important Notes

  • Cinderblade ships from Pakistan. International transit times vary significantly by destination country.
  • Customs duties and import taxes, if applicable, are the responsibility of the buyer. These are determined by your country's customs authority and are not collected by Cinderblade.
  • We are unable to control or expedite customs processing times.
  • Once a package is handed to the carrier, tracking updates depend entirely on the carrier's scanning infrastructure.

We're Here for You

We understand how frustrating it can be to wait for something you're excited about. Every Cinderblade knife is packed with care and shipped with the intention of reaching you in perfect condition. If something genuinely goes wrong, we will make it right. That's our promise.

For more information, visit our Where is My Package? page or our FAQ page.