My package hasn't arrived, what now?
If your package is taking longer than expected, here's exactly what to do.
Step 1: Check the tracking link
Open the track and trace link from your shipping confirmation email. The status will tell you where your package is right now.
Common statuses:
- In transit: still on its way, give it 1 to 2 more business days
- Out for delivery: should arrive today
- Delivery attempted: check for a notice from the carrier, your package may be at a pickup point
- Delivered: see "Tracking says delivered but I don't have it" below
Step 2: Check the expected delivery window
| Country | Expected delivery | |---|---| | Netherlands | 1 to 2 business days | | Belgium | 1 to 3 business days | | Germany | 1 to 4 business days | | Rest of EU | 1 to 5 business days | | UK | 3 to 5 business days |
If your package is less than 2 business days past this window, please wait. Most packages arrive shortly.
Step 3: Tracking says "delivered" but you don't have the package
Before contacting us, check:
- With your neighbours
- Your mailbox (smaller orders fit in a letterbox)
- Garden, porch, designated drop-off spots
- Whether your tracking link shows a pickup point address
Step 4: Still missing? Contact us
If your package is more than 5 business days late, or marked delivered but missing, send us:
- Your order number (#100...)
- The tracking number
- A short description of what happened
Email: support@getomniair.com
We'll start an investigation with the carrier and get you a resolution, either a replacement or a full refund.