Tracking your order.
Samples and bulk shipments are tracked from the moment they leave the facility. Here is where to find the reference, what each status means, and what to do when the tracking stops moving.
Where to find your tracking reference
The reference is issued when the shipment is booked and appears in:
- the shipping confirmation email sent to the buyer contact;
- the packing list inside the shipping documents folder;
- the invoice notes, for consolidated orders;
- the bill of lading or air waybill, for sea and air freight.
Carriers and references
| Shipment type | Reference | Track with |
|---|---|---|
| Express courier (samples) | Courier tracking number | Carrier website, using the number in the shipping email |
| Air freight | Air waybill (AWB) | Airline or freight forwarder tracking |
| Sea freight (FCL / LCL) | Bill of lading (B/L) | Shipping line or forwarder tracking |
| Consolidated orders | Container / booking reference | Forwarder portal or our team |
What the statuses mean
-
Booking confirmed
The carrier has accepted the booking. The tracking reference may not be active yet.
-
Picked up / on board
The shipment has left the facility or the origin port and is moving.
-
In transit
Moving between hubs, ports or customs points. Long gaps are normal on sea freight.
-
Customs clearance
The destination authority is reviewing documents. Delays here are usually about paperwork, not the goods.
-
Out for delivery
With the local carrier. Someone should be available to receive the goods.
-
Delivered
Received at the address on the order. Inspect and report any damage within 7 days.
If tracking has not moved
Sea freight can show no update for several days while the vessel is at sea or waiting at a port; air freight can pause at a transfer hub. Before contacting us, check:
- that the reference is entered exactly, without spaces;
- whether the carrier shows a customs or weather notice;
- that the estimated transit time on your invoice has elapsed.
If the shipment is more than 5 business days past its estimated arrival, or the tracking shows an exception, send us the order number and reference through the contact page. We will open a case with the carrier and keep you updated.
Address changes and missed deliveries
If the address on the order is incorrect, contact us before the shipment reaches the destination hub; changes after dispatch may incur a carrier fee. For missed deliveries, the carrier normally leaves a notice and reattempts or holds the goods at a local depot for a limited period. Please arrange collection promptly to avoid return-to-sender charges.
Consumer orders
If you bought a Gloschef product from a retailer, the retailer holds the delivery contract and sees the tracking first. Contact the retailer for delivery updates; we support them with the original shipment data. For after-sales on a retail purchase, see Shipping & Returns.
Shipment stuck?
Send the tracking reference and we will chase the carrier on your behalf.