The tracking status of a shipment has not updated for a few days. How do I check what's going on?

There can be more than one reason why a shipment's tracking status won't update. Here are the scenarios to check for:

Is the only status that you see on your order “Created”?

This means that your order has not been processed at our hub yet. Please verify if your shipment has been sent to our hub, and if it has been delivered to the hub already. The address of our hub is:

BorderGuru / APC Postal Logistics

Attn: Parcel Verification / BG

5634 Bandini Boulevard

Bell, CA 90201

[phone]

BorderGuru / APC Postal Logistics
Attn: Parcel Verification
140 E. Union Ave.
East Rutherford, NJ 07073
[phone]

Does the status history of your shipment include an entry that reads “Delivery attempted”?

If the delivery has been attempted, but the shipment has not yet been delivered, this means that the last-mile carrier was not able to reach the recipient for delivery. If this happens, our last-mile carriers notify the recipients in one or multiple ways (text messages, doortags, email notification, etc.) to arrange for re-delivery, or to notify the customer of the nearby pickup location where they can retrieve their package. 

If your customer is asking about a shipment that shows a "delivery attempted", it can be helpful for the customer to get in contact with the last mile delivery service provider directly so that they can arrange the delivery.

You can determine the last mile carrier and its tracking ID in the APC tracking site

Does your shipment show status "On the way" or "Making a stop"?

Shipments in this status normally receive tracking updates at least daily. That being said, no updates post to the tracking page in these statuses, that does not necessarily mean that your shipment isn't moving. In some cases, this might simply be a delay in the tracking data getting posted to the status page. If you require more information about a shipment in one of these statuses that does not show updates for two days or more, please reach out to the BorderGuru client support team.