If you only have an order number

Order numbers are private store records and cannot safely be used for public carrier lookup on a normal page. If the tracking email is missing, contact us with your order number and checkout email so we can help locate the shipment information.

What tracking statuses usually mean

• Label created: the shipment record exists, but the first carrier scan may not have appeared yet.
• In transit: the parcel is moving through the carrier network or between logistics partners.
• Customs or clearance: the parcel may be waiting for destination-country review.
• Out for delivery: the local carrier is attempting delivery soon.
• Delivered: check mailbox, reception, front desk, building delivery area, family members, or neighbors if you cannot find it.

If tracking is delayed

Tracking can pause during carrier handoff, customs review, local transfer, holidays, weather disruption, or high-volume periods. A short pause does not always mean the parcel is lost.

If there is no meaningful update for several business days, email support@lumegem.com with your order number, checkout email, tracking number, and destination country.

Delivered but not received

If tracking shows delivered but you cannot find the parcel, first check common delivery locations such as mailbox, porch, parcel locker, reception desk, building office, front door, side door, family members, or neighbors.

If it still cannot be found, contact support with the tracking screenshot, delivery address, and order number so we can help review the next step.