My tracking link won't open

Sometimes the tracking links the carrier will assign to a parcel are corrupt due to technical issues. A tracking link that does not work does not necessarily mean that your parcel was not shipped or is lost.

There can be multiple reasons why your tracking link is not working:

• Courier is experiencing a technical issue
• The tracking link is updating
• The tracking link was just created

Depending on the reason why this happened, there are different paths you can take to remedy  this situation.

1. Technical Issue with the courier
   You can recognize this issue when your tracking link is not updating for a longer period of time; more than three days in a row; contact us for further information and solution.
2. Updating tracking link
   The tracking link could be updating at the very moment you opened it, making it seems that it's not working; wait at least for another hour or day before opening it again; if the link is not opening properly, contact us.
3. Tracking link was just created
   When the tracking link is created, it does not mean that your parcel was already picked up at our shipping partners locations; wait at least a day or until first business day's end before contacting us about a delayed shipment.

Contact the ROOT Brands Customer Support Team at [e-mail] with your order number and email address you are using to login to your ROOT Account in case you are experiencing these issues with your tracking information.