Tracking is sent to you on WhatsApp, not by email, within three business days of ordering. If three business days have passed and nothing has arrived, message us with the email address you ordered with and we will pull the tracking for you the same day.
DuckDuo sends tracking on WhatsApp rather than by email, so that the number arrives somewhere you can reply to. Below is the entire timeline from the moment you order to the moment the box reaches your door, including the two places where a normal order can look stuck when it is not.
If three business days have passed and you have no message from us, send us the email address you ordered with and we will pull the tracking the same day.
| Stage | When | What you get |
|---|---|---|
| Order confirmed | Immediately | An order confirmation by email, to the address you used |
| Picked, packed and labeled | Within 3 business days | Nothing yet — this is the stage where a tracking number exists but no carrier has scanned it |
| Tracking sent | Within 3 business days | A WhatsApp message with the tracking number and the carrier |
| In transit and delivered | 7–15 business days | Tracking updates as the carrier scans; delivery in a plain box labeled only “DD Wellness” |
A tracking number is generated at the moment the parcel is labeled, which happens inside our facility, before the carrier has taken custody of the parcel. Between those two events the carrier has no record of the shipment, so its tracking page will say that the number cannot be found, or show an empty timeline. That gap is normally 24 to 72 hours and it is the single most common reason people think an order has gone wrong. Nothing is wrong during it. The number does not change, and the first scan will appear on its own. If five business days have passed since we sent the number and the carrier still shows nothing at all, that is the point to message us rather than the point to wait longer.
Most delays are at customs rather than in transit, and a parcel waiting for assessment can sit for several days without any tracking update at all. Two things are worth knowing before you worry. The first is that a customs hold is invisible in tracking: the parcel simply stops, often for a week, and then moves again. The second is that the 7–15 business day estimate is measured from dispatch rather than from the day you ordered, so three business days of processing sit in front of it. Remote destinations add a few days on top, and public holidays in the destination country add more. What we will not do is tell you a parcel is nearly there when we cannot see that it is. If tracking has genuinely stopped moving, the honest options are a replacement or a refund, and we will offer one rather than asking you to keep waiting.
Order placed on WhatsApp?
If you ordered by messaging, there is no order email to look up. Quote your WhatsApp name and the date you ordered instead.
Within three business days of ordering, and we send it on WhatsApp rather than by email so that it lands somewhere you can reply to. Orders are processed within three business days and typical delivery is 7–15 business days after that, depending on your region.
Usually not. A tracking number is generated when the parcel is labeled, which happens before the carrier scans it into its network. Until that first scan — often 24 to 72 hours later — the tracking page will say the number cannot be found. If nothing has appeared after five business days, message us and we will chase it from our side.
Check the address on your order, then ask neighbors and building reception, because couriers often leave parcels in a safe place without a signature. If it has not turned up within 48 hours, message us. These parcels are deliberately unbranded, so a misdelivered box is unlikely to be identified or returned by whoever received it — which is why we would rather start looking early.
Sometimes, if the parcel has not left yet. Message us on WhatsApp with the order email address and the new address as soon as you can. Once a parcel is inside the carrier network the address can no longer be changed, and rerouting a shipment in transit is not something we can do on your behalf.
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