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Read the current carrier status

Check the exact wording and timestamp of the latest scan. Labels such as label created, accepted, in transit, delayed, out for delivery, and delivered describe different stages and should not be treated as the same issue.

Compare it with the delivery window

If the order is still inside the 7 to 14 calendar day estimate, continue to watch the carrier page unless the status clearly shows a problem that needs action.

If the delivery window has passed or the carrier status indicates an exception, contact support with the order number and the last scan details.

Check the actual scan history

1. 1Open the latest carrier link from your shipping message and confirm the tracking reference matches this order.
2. 2Look for the last dated event, its location, and the carrier’s current status. A label-created message is different from a carrier acceptance scan.
3. 3Note any delivery exception, address issue, or instruction shown by the carrier.
4. 4Compare those details with the estimate supplied for your Branch order.

Send the evidence that helps an investigation

When contacting support, quote the last scan and its date rather than just saying the tracking is old. Include the order number, purchase date, and whether the end of the estimated delivery window has passed. If the carrier reports an address issue, mention it in the same request.

Branch’s policy does not promise a fixed interval between scans, so there is no need to assume a parcel is lost after a particular number of hours. Ask for a status check when the information is concerning or the delivery window has ended. If tracking changes to delivered but the parcel is missing, follow the separate delivered-package guide.