Track Order

Every ModSession parcel ships tracked with FedEx, on one tracking number that covers the whole journey from our warehouse in Kwai Chung, Hong Kong to your door. This page is where you follow it, and where you find out what the scans mean.

Look up by order number

If the tracking email has not arrived yet, or you cannot find it, enter your order number and the email address you checked out with. That will show you exactly where the order stands.

Where the tracking number comes from

We do not create a tracking number when you place the order. It is created when the parcel is physically scanned at the warehouse, at the end of the 1 – 3 business days it takes to pick and pack. The number is emailed to you the moment that scan happens, and it also appears on your order in My account.

So there is a normal, quiet gap of a few days between paying and having anything to track. Nothing has gone wrong during it. If more than three business days have passed and you still have no dispatch email, check your spam folder first, then email us.

The first scan can take 48 hours

A tracking number often goes live on the FedEx site before FedEx has recorded any movement against it. For up to 48 hours you may see nothing but a label record, or a page saying the number is not recognized. That is the gap between the number being issued and the parcel being scanned into the network.

The same thing happens again mid-journey. An international parcel can sit with no new scan for a day or two while it is on the air leg or waiting at a sorting hub. Silence is not the same as a problem.

What each FedEx status means

• Shipment information sent to FedEx — the number exists, the parcel has not been handed over yet. Usually the last stage of packing.
• Picked up — FedEx has the parcel and has scanned it in Hong Kong. The transit clock starts here.
• In transit — it is moving between facilities. This is the status you will see for most of the journey, and it is the one that stays still the longest.
• Departed FedEx location / Arrived at FedEx location — routine hub scans as the parcel is sorted and moved. More of these is a good sign, not a detour.
• International shipment release – Import or Clearance in progress — the parcel is going through US customs. Nothing is required from you and nothing is owed by you. If a carrier ever contacts you asking for a payment, do not pay it — email us with your order number and we will deal with it.
• At local FedEx facility — it has reached the depot that covers your address. Delivery is normally the next working day.
• On FedEx vehicle for delivery — it is on a van and due today.
• Delivery exception — something stopped the delivery attempt: an incomplete address, nobody available, weather, a closed business. FedEx normally tries again the next business day. The tracking page will say what it needs; if it is asking for an address correction, tell us as well so we can push it from our side.
• Delivered — FedEx has scanned the parcel as handed over. The tracking page records the time and, usually, where it was left or who signed.

What the order status on your account means

• Processing — payment cleared and your order is being picked and packed. No tracking number yet.
• Completed — the parcel has left us and the tracking number is live.
• On hold — we are waiting on payment confirmation or a delivery detail. If we need something from you, we will have emailed you.

If tracking has not moved in five business days

Wait for five business days of no new scan at all. Below that, the parcel is almost certainly just in motion between two scan points, and a trace opened too early only slows things down.

After five business days, email support@modsession.com with your order number. We will open a trace with FedEx, which puts a person on the parcel rather than a scanner. We will tell you what comes back, including if the news is bad. A parcel confirmed lost in transit is replaced or refunded in full, whichever you prefer, at our cost.

If it says delivered and the parcel is not there

This one is worth working through in order, because most cases resolve in the first three steps.

• Give it 24 hours. Parcels are sometimes scanned as delivered at the depot or on the van shortly before they actually arrive.
• Read the delivery detail on the FedEx page. It usually records where the parcel was left — a porch, a side door, a mail room — or the name of whoever signed for it.
• Ask at the address. Housemates, neighbors, a building manager, a front desk or a mail room take in parcels more often than people expect.
• Check the address on your order. Open the order in My account and read the shipping address back. If a digit or an apartment number is wrong, tell us straight away.

If none of that finds it, email support@modsession.com with your order number and the date FedEx recorded the delivery. We will open a claim with FedEx and follow it ourselves. You do not have to chase the carrier on our behalf.

Changing an address after ordering

Email us as soon as you can. While an order is still being prepared, an address can usually be corrected. Once FedEx has scanned it, the address is fixed and the parcel has to complete its journey or come back to us before anything can change.

Still stuck

Email support@modsession.com or call +1 689 347 2618, Monday to Friday, 9:00 – 17:00 Eastern. Include your order number. We answer within one business day, and messages sent at the weekend are answered on Monday morning.