Track your order
Every order ships tracked. This page explains where your tracking number comes from, what each scan actually means, and what to do when a parcel stops moving.
Where your tracking number comes from
Your tracking number is created at the moment your parcel is packed and its shipping label is printed, not at the moment you pay. We email it to the address you entered at checkout, and the number always travels with your order reference, which begins with IG. Keep that reference. It is the fastest way for us to find your order, and quoting it saves a round of questions.
Orders placed before 2pm AEST on a business day are dispatched the same day, so the tracking email usually lands the same evening. Orders placed after that cutoff, or on a weekend or public holiday, are packed on the next business day. Our shipping and delivery page sets out the timeframes for every state, including the longer runs into regional Western Australia and the Northern Territory.
How to track your parcel
- Open the dispatch email and copy the tracking number exactly, with no trailing space.
- Paste it into your carrier's tracking page. For parcels moving through the Australia Post network, use the official Australia Post tracking tool. Your dispatch email names the carrier handling your parcel.
- Give it a few hours. A number that returns nothing immediately after dispatch is normal, and usually resolves overnight.
What each tracking status means
Tracking language is written for logistics staff rather than customers, which is why it worries people unnecessarily. In plain terms:
- Label created or awaiting collection: we have packed your order and the carrier has not yet scanned it in. This is the normal state on the evening of dispatch.
- In transit: the parcel is moving between facilities. There can be long gaps between scans here, and that is expected rather than a problem.
- At facility or processed at: it has reached a sorting centre in that city. On a long interstate run you may see this several times.
- Out for delivery: it is on a van and is due that day.
- Carded or awaiting collection at: nobody could take the parcel, so it is waiting at a collection point. These are held for a limited period before being returned, so act on this one promptly.
When tracking stops updating
A parcel is only scanned at handover points, not continuously, so silence is not the same as a problem. A parcel crossing the country can genuinely sit for two or three days without a new scan while it is on a truck. Weekends and public holidays pause the whole network in the affected state, which quietly adds days to what looks like a stall.
Our working rule is five business days with no movement at all. At that point contact us with your order reference and we will open an enquiry with the carrier. Doing it earlier rarely helps, because the carrier will simply point at the same scan history you can already see.
No tracking email at all
Three things cause this, in order of how often we see them. First, the email is in the spam or promotions folder. Second, there is a typo in the address entered at checkout, which is easy to do on a phone. Third, the order was placed very close to the dispatch cutoff and has not been packed yet.
The quickest fix is to message us on WhatsApp with your order reference, since we can look it up and resend while you are still in the conversation. You can also email Contact@igetvapesaustraliastore.com or use the contact page.
Marked delivered but not received
Before anything else, check the letterbox, any safe drop spot such as a porch or side gate, and with neighbours and building reception. Couriers routinely leave parcels somewhere sensible and out of sight, and the large majority of these cases resolve within the hour.
If it is genuinely missing, contact us the same day. Scan data including GPS and delivery point detail is easiest to retrieve while it is recent, so a same day report gives an enquiry the best chance. Our returns and refunds page explains what happens next if a parcel cannot be recovered.
Your delivery rights in Australia
Under the Australian Consumer Law, goods must be delivered within the timeframe agreed, or within a reasonable time if none was stated, and the seller carries the risk until the goods reach you. That means a parcel lost in transit is our problem to resolve, not yours. The ACCC guidance on delivery of products sets out those rights in full and is worth reading if you ever need to push a claim with any retailer.
Tracking questions, answered
How long after ordering does tracking start working?
Allow a few hours after dispatch. The number is generated when the label is printed, but it stays inactive until the parcel is physically scanned into the network, which usually happens that evening. A number that returns nothing at 6pm often works fine by the next morning.
My tracking has not updated in three days. Is my parcel lost?
Almost never. Parcels are only scanned at specific handover points, so a parcel moving between two states can sit without a scan for two or three days and still be perfectly on schedule. Treat five business days with no movement as the point to contact us.
I never received a tracking email.
Check the spam folder first, and check the address you typed at checkout for a typo. If it is not there, message us on WhatsApp or email with your order reference beginning IG and we will resend it.
The tracking says delivered but nothing arrived.
Check your letterbox, any safe drop location, and with neighbours first, since couriers often leave parcels out of sight. If it is genuinely missing, contact us the same day with your order reference so we can open an enquiry while the scan data is still recent.
Can I change my delivery address after ordering?
Only before dispatch. Message us immediately with your order reference. Once the label is printed the address is locked into the carrier network and cannot be edited by us.
Does someone need to sign for an age restricted parcel?
Sometimes. Age restricted parcels can require an adult signature on delivery. If nobody suitable is home the parcel goes to a collection point and a card or notification is left.
Still stuck? Message us on WhatsApp or email Contact@igetvapesaustraliastore.com with your IG reference. If you are waiting on a restock rather than a delivery, the full IGET range shows live availability, and the FAQs cover payment and age verification.