Order help
Tracking your OptiReaders Pro order
Your tracking link arrives once the carrier scans your parcel, not the moment you order. Here is the full lifecycle with realistic timing, how the updates actually work, and exactly what to do if tracking stalls or a parcel shows delivered but is not there.
Official store pricing
1 Pair $29.99 · 2 Pairs $49.99 · 3 Pairs $69.99
Free shipping on 2+ pairs · 30-day money-back guarantee
The order lifecycle, stage by stage
| Stage | Typical timing |
|---|---|
| Order confirmed | Immediately - confirmation email sent |
| Packed and handed to carrier | Within 24 hours on business days |
| Tracking link emailed | Once the carrier logs the first scan, usually 1-2 days after packing |
| In transit | Most of the delivery window; updates can pause between hubs |
| Out for delivery | Final day, usually a same-day update |
| Delivered | 5-9 business days (US/UK/Canada/Australia/New Zealand), 6-10 (EU), 7-14 (elsewhere) |
Delivery windows by region, at a glance
| Region | Typical tracked delivery | Common extra delay |
|---|---|---|
| US, UK, Canada, Australia, New Zealand | 5-9 business days | Rural or remote addresses can add 1-3 days |
| European Union | 6-10 business days | Customs handoff between countries, typically 1-2 days |
| Rest of world | 7-14 business days | Customs inspection can add several days and varies by country |
Where your tracking number comes from
The tracking link is emailed to the address used at checkout once the parcel is scanned by the carrier - it is not generated the instant you place the order, so do not expect it within minutes. Check spam and promotions folders before assuming it was not sent.
How tracking updates actually work
Each update on the tracking page reflects a physical scan at a carrier facility, not a live GPS position. It is normal for a parcel to show no movement for a few days while it sits between hub scans, particularly on international routes or during a customs handoff. A quiet tracking page for two or three days is not, by itself, a sign of a problem.
Worked example: reading a realistic tracking history
A typical international tracking history might read: label created on day 0, picked up by the carrier on day 1, arrived at an outbound hub on day 2, then nothing new until day 6 when it shows "arrived at destination country customs," then a further gap until day 8 when it shows "released from customs," followed by out-for-delivery and delivered on day 9. Two separate gaps of three to four days sit inside that entirely normal delivery - it is the total elapsed time against the stated window that matters, not each individual pause.
When tracking has genuinely stalled
If tracking has not updated at all for five business days, that is worth acting on. Email support@optireaderspro.net with your order number so we can open a trace directly with the carrier. Most parcels resume moving once the trace is opened; if a parcel is confirmed lost, we reship it or refund the order under the terms on the warranty page.
Edge case: parcel stuck in customs
A customs hold looks like a stall but is a different situation - the parcel is sitting with a government agency, not lost in transit, and carriers generally cannot expedite it on request. If tracking shows a customs status for more than a week with no change, email us anyway; we can check with the carrier whether anything is needed on our end, such as paperwork, but we cannot personally speed up a customs office's queue. In the rare case a parcel is returned to us by customs, we reship it at no extra cost or refund it in full.
Marked delivered but the parcel is not there
This happens occasionally with every carrier, not just ours. Before contacting us:
- Check with neighbours and any porch, mailroom or safe-drop location the carrier uses
- Wait 24 hours - some carriers mark "delivered" slightly ahead of the actual drop-off
- Check for a calendar note or missed-delivery card if you were not home
If it is still missing after that, email us with your order number - we investigate with the carrier and, where a parcel cannot be located, treat it the same as a lost shipment under the warranty terms.
Step-by-step: what to send us for a stalled or missing parcel
- Your order number and the email used at checkout.
- A screenshot or copy of the last tracking status you can see.
- How many days it has been since that last update.
- Whether the status shows "delivered" or is simply not moving.
- Your current delivery address, in case anything was mistyped at checkout.
What we cannot fix through tracking
Once a parcel has been dispatched, we cannot change the delivery address ourselves - only the carrier's own redirection service, where offered, can do that. Customs delays on international orders are also outside our control, though they should still resolve to a delivery rather than a loss. For anything not answered here, the customer service page explains what to include in your email so it moves faster.