We want every Brotherwise order to reach you safely and on time. If your package is taking longer than expected, here are a few things that usually clear things up quickly.
1. Check your tracking link
Most packages include a tracking number you can follow from start to finish. Carriers sometimes move shipments between major hubs without scanning them at every stop. This can make the tracking look paused even when your order is still on the way.
2. Tracking has not updated for a few days
This is common during high volume periods, especially around large releases like the Cosmere RPG. A brief pause in updates does not always indicate a problem. Most packages resume normal scans once they reach the next facility.
3. Tracking has not updated for more than 10 business days
If nothing has changed for ten business days, your package may be delayed or possibly lost in transit. This is rare, and we are happy to help if it happens.
4. Your order says delivered but you do not have it
This can occur when a package is scanned early or left in a secure location. Before reaching out, check with neighbors, household members, parcel lockers, or your front office. If the package does not appear within two business days, we can step in and help.
5. Returned to sender
If a carrier brings the package back to us due to an address issue or delivery restriction, we will contact you so we can reship it to the correct address.
Still need help
If your order appears missing, delayed, or you are not sure what the tracking means, please open a ticket through our customer support portal. Include your order number and any details that may help our team. We are here to make sure you get your items safely.
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