That’s normal. Parcels are scanned when they change hands, and between hand-offs (or while clearing customs) tracking can sit still even though your order is moving. If it hasn’t moved in more than 10 days, email support@suntouched.co and we’ll chase the carrier for you.

That’s longer than it should take. Email support@suntouched.co with your order number and we’ll look into it with the carrier. Parcels that never arrive are always taken care of.

Carriers sometimes scan a package as delivered a day or two early, or leave it somewhere unexpected. Check around your entrances, mailbox and with neighbours, and look for a delivery photo in your tracking link. If it hasn’t turned up within 48 hours of the delivery scan, email us and we’ll make it right.

Check your spam and promotions folders first. If it’s not there, a small typo in your email at checkout is the usual reason. Email support@suntouched.co with your name and we’ll confirm your order and resend everything.

If your order hasn’t shipped yet, we can usually help. Look up your order in chat or email support@suntouched.co with your order number as soon as you can. Orders usually ship within 24 hours, and once an order has shipped we can’t change it.