Your arrival email — with the tracking number, your PIN, the locker location, and the cost — normally goes out the moment your package is logged and lockered. If it hasn’t shown up, it’s almost always one of these five things.
1. It’s Not 3:00 PM Yet
Carriers deliver throughout the morning, and we log and locker most packages by around 3:00 PM on the day they arrive. “Delivered” on the carrier’s tracking means it reached our building — the email comes once it’s filed to your account. Give it until mid-afternoon.
2. It’s in Your Spam Folder
Check spam/junk for a message from support@inoutparcel.com. If it’s there, mark it Not spam and take two minutes to safelist our emails so it never happens again.
3. The Package Arrived Without Your Customer ID
If the sender didn’t include your Customer ID on the label (the PMB number in 145 Tyee Dr, PMB (your Customer ID)), the package can’t be matched to your account automatically. Our team matches these by hand, which can add an extra business day. This is the most common cause — and the reason to always include your Customer ID when you address a package to us.
4. The Address or Name Doesn’t Match Your Account
Ordered under a different name (a business name, say)? The package may be waiting unmatched. Same fix as below — send us the tracking number. If it’s addressed to another person (a spouse, friend, or relative), they need their own account — see a package addressed to someone else.
5. “Delivered” Doesn’t Always Mean Delivered Here
A carrier’s “delivered” scan says where the driver thinks they left it. Now and then a package is dropped at a neighbouring door or business, or a scan is missed. That’s why we ask for the tracking number first — it lets us check what arrived here and what didn’t.
The Fix: File a Trace Request
If it’s past 3:00 PM and you’ve checked spam, use the trace form and send us two things:
- The tracking number (and the carrier).
- Your invoice or order receipt — ideally showing the shipping address and what’s in the box.
The form collects both in one go, so we can start looking immediately instead of emailing back and forth for details. We’ll check what we received, match it to your account, and get your arrival notice out.
If the package really didn’t reach us, the next step is a trace with the carrier — and a carrier trace needs that invoice and a description of the contents, so having it ready saves time.
You can also watch your packages page in the portal — the package appears there the moment it’s logged, even before you read the email.