Track Your Order

Wondering where your parcel is? Here is everything you need.


FINDING YOUR TRACKING NUMBER

We email your tracking number as soon as your order ships. Look for the message confirming dispatch. If you cannot find it, check your spam folder first.

Still nothing? Email us at contact@alassiogrey.com with your order number and we will send it over.


MY TRACKING IS NOT UPDATING

This is the most common question we get, and it is usually nothing to worry about.

Please allow up to 2 business days after dispatch for tracking to become active. Until the carrier scans the parcel into its network, the status may show no movement or read "label created". That does not mean your order has not shipped.

On orders shipped from another country, tracking can also pause for several days during transit and customs clearance. Movement resumes once the parcel reaches the destination network.

If tracking has shown no movement at all for more than 5 business days, contact us and we will chase it with the carrier.


HOW LONG SHOULD IT TAKE?

Stage Timeframe
Dispatch Up to 2 business days
Transit 8 to 12 business days
Total estimate 10 to 14 business days

Business days are Monday to Friday, excluding public holidays. These are good faith estimates, not guaranteed dates. Full details are in our Shipping and Delivery Policy.


MY ORDER IS LATE

If your parcel has not arrived within 5 business days after the end of the estimated window, get in touch with your order number.

We open an investigation with the carrier and keep you updated. If the parcel cannot be located, we send a replacement or refund you in full, whichever you prefer, at no cost to you.


TRACKING SAYS DELIVERED BUT NOTHING ARRIVED

Before anything else, please check:

  • With others at your address
  • With your building reception or concierge
  • With immediate neighbours
  • For a card left by the carrier, and any safe place noted on it

Carriers sometimes record a delivery a few hours before the parcel physically arrives.

If it is still missing 2 business days after the delivery scan, contact us. We file a formal claim with the carrier and, if the parcel cannot be recovered, send a replacement or refund you in full.


SEPARATE PARCELS

If your order contains several items, they may ship separately and arrive on different days. You receive a tracking number for each parcel, at no extra cost.


CUSTOMS

Parcels shipped from another country may be held briefly for customs inspection. This is routine and does not indicate a problem.

You are never charged anything on delivery. Duties and import fees are covered by us. If a carrier or customs authority tries to charge you, do not pay it. Send us the notice and we resolve it directly. If you have already paid, send the receipt and we reimburse you in full.


WRONG ADDRESS

Contact us straight away. We can amend the delivery address free of charge at any point before dispatch. Once the parcel is with the carrier, we cannot redirect it.


NEED A HAND?

Email: contact@alassiogrey.com
Phone and WhatsApp: +1 (209) 269-5471
Support hours: Monday to Saturday, 8:00 AM to 6:00 PM Eastern Time (New York), average reply time about 1 hour

Have your order number ready and we will sort it out.


PM Company Digital LLC
Florida State ID L26000355164
Registered business address: 15442 Ventura Blvd, Ste 201-2746
Sherman Oaks, CA 91403, United States


Last updated: 6 October 2026