My tracking number isn't showing any updates — what's going on?
Don't stress — this is very common, particularly for New Zealand and international orders.
Here's what's happening behind the scenes:
When your order is fulfilled at our Melbourne warehouse, it's handed over to DHL for international shipping. From there,
DHL transports it to their eCommerce distribution facility where it's processed, prepared for international flight, and
cleared through Australian customs before it departs the country.
During this stage which typically takes 24 – 48 hours, your tracking number exists but may not yet show any active
movement or scans. This is completely normal and doesn't mean anything is wrong with your order.
What to do:
- Wait 24–48 hours after receiving your shipping confirmation email before checking tracking
- After 48 hours, tracking should start showing updates as your parcel moves through the DHL network
- If your tracking number still shows no activity after 3 days, please reach out to us at support@etrnl.com.au with
your order number and we'll investigate straight away