Help

Tracking your order

Where's my parcel? How KORD tracking works, when to expect updates, and what to do if it goes quiet.

You'll always get tracking

Every KORD order ships by tracked courier, and we email you a tracking link the moment your parcel is dispatched. From then on you can see where it is at each step — no wondering, no waiting blind. If you've ordered and haven't yet had a tracking email, your order likely hasn't shipped, which usually just means it's within our dispatch window.

When to expect your tracking email

Orders placed before 2pm on a working day are dispatched the same day, and the tracking email follows once the courier collects the parcel. Orders placed later, or on weekends and public holidays, ship the next working day. So if you order on a Friday evening, expect your tracking email on the following working day rather than over the weekend.

If it's been a full working day since you ordered and there's no tracking email, check your spam folder first, then email hello@kord.nz and we'll resend it.

Reading the tracking

The tracking link updates as your parcel moves through the courier network — collected, in transit, out for delivery, delivered. It's normal for there to be gaps between updates, especially overnight and for rural deliveries, so a quiet few hours doesn't mean anything's wrong. Delivery estimates are next working day for metro areas and one to three working days for rural addresses.

If tracking seems stuck

Occasionally tracking stops updating for longer than expected — a scan gets missed, or a parcel sits at a depot over a busy period. If your tracking hasn't moved in a couple of days, or the estimated delivery has clearly passed, get in touch. Email hello@kord.nz with your order number and we'll chase the courier directly and keep you posted. You don't have to deal with the courier yourself.

Delivered but not received

If tracking says delivered but you don't have the parcel, check the usual safe places and with anyone else at the address first, as couriers sometimes leave parcels in a sheltered spot. If it's genuinely missing, contact us straight away and we'll investigate with the courier and put it right.

Changing a delivery in progress

Once a parcel is with the courier, we have limited ability to redirect it, but some couriers let you manage delivery through the tracking link — for example, choosing a different day or a pickup point. If you need help, email us and we'll do what we can.

Any tracking question at all: hello@kord.nz.