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 four 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 #number in 145 Tyee Dr, #(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 spouse, a business, a gift)? The package may be waiting unmatched. Same fix as below — send us the tracking number.
The Fix: File a Trace Request
If it’s past 3:00 PM and you’ve checked spam, use the trace form — it collects everything we need in one go (tracking number, carrier, and your invoice or receipt showing the shipping address), so we can start looking immediately instead of emailing back and forth for details. We’ll locate the package, match it to your account, and get your arrival notice out.
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.