What to Do If Your Order Is Late

If your order hasn’t arrived when expected, don’t worry — most delays can be resolved quickly.
This guide explains what steps to take, who to contact, and when to escalate your request.

Step 1: Check Your Order Status #

Before doing anything else, confirm your order status.

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the order
4. Review the order status at the top of the page

Step 2: Review Delivery Details #

Open your order and double-check:

• Delivery address
• Phone number
• Delivery notes or instructions
• Tracking number (if provided)

📍 Incorrect or missing details are a common cause of delays.

Step 3: Allow a Reasonable Delivery Time #

Some delays are normal, especially due to:

• High order volume
• Traffic or weather conditions
• Seller preparation time
• Rural or out-of-town deliveries

⏳ Orders outside Kingston may take longer than expected.

Step 4: Contact the Seller First #

If your order is still late:

1. Open your order page
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Send a polite message including your order number

💬 Sellers can usually provide the fastest delivery updates.

Step 5: Check Your Email for Updates #

Look for emails from Kingston Express, including:

• Order updates
• Delivery confirmations
• Messages from the seller

📧 Check Spam or Junk folders just in case.

Step 6: When to Contact Kingston Express Support #

Contact support if:

• The seller does not respond
• The order is marked Completed but not received
• The delay is unusually long with no updates

When contacting support, include:

• Order number
• Full name
• Email used at checkout

📌 Providing full details helps us assist you faster.

What Not to Do #

🚫 Avoid:

• Sending multiple messages in a short time
• Opening disputes before contacting the seller
• Placing a duplicate order without confirmation

Helpful Tip #

Most late orders are resolved through clear communication.
Checking your order status and contacting the seller first usually solves the issue quickly.