Track Your Order

Every order leaves our network with a tracked service and a number you can follow to your door. This page explains when that number reaches you, what the carrier scans actually mean, and what to do when something looks stuck.

Where your tracking number comes from

You will receive two emails from us.

• Order confirmation, sent immediately after checkout. This confirms what you bought and what you paid. It does not carry a tracking number yet.
• Dispatch confirmation, sent when your parcel physically leaves the dispatch point. This one carries the carrier name, the tracking number and a direct link.

Parts are in stock. Between your payment and dispatch there is a short window while the part is taken from stock, checked against the number you ordered and packed. Orders are dispatched from several locations across mainland China, Hong Kong and the wider Asian region, so an order containing several parts can travel in more than one consignment, from more than one origin. There is no extra charge for that, each consignment carries its own tracking, and they can arrive on different days.

The lead time shown on the product page for that part is the honest one. If anything about your order will take longer than that, we write to you rather than letting the silence do the talking.

If you cannot find the dispatch email, check your spam and promotions folders first, then write to us with your order number and we will resend it.

How to track

Open the link in your dispatch email, or paste the tracking number into the carrier's own tracking page. The carrier's site is always more current than any third party.

International parcels usually pass between two carriers: the line-haul carrier that moves the parcel out of its country of origin, and the delivery carrier in your own country. Some tracking numbers switch systems partway through the journey. If your number stops updating on the origin carrier's site, try it on your national postal or courier site as well before assuming anything is wrong.

What the carrier statuses actually mean

Carrier wording varies, but the sequence is broadly the same.

• Shipment information received / label created. We have booked the parcel and printed the label. The carrier has the data but may not have the box yet. This status can sit still for a day or two and it is normal.
• Collected / accepted at origin. The parcel is physically with the carrier and moving.
• Departed origin facility / uplifted. It has left the country of origin. Air freight legs often show no scan at all while the parcel is in the air.
• Arrived at destination country. It has landed. The next stage is import processing, and this is where most of the waiting happens.
• Customs clearance in progress / held by customs. See the section below.
• Handed to delivery partner / in transit to local depot. Cleared, in your country, moving towards you.
• Out for delivery. With a driver, expected the same day.
• Delivery attempted / awaiting collection. Nobody was there to receive it. The card or the notification will tell you where it is and how long the depot will hold it, usually a matter of days before it is returned.
• Exception / delay. A catch-all. It covers weather, a missed connection, a bad address scan and a dozen other things. It is a flag, not a verdict.

When tracking has not moved

Tracking gaps are common on international freight and most of them resolve themselves. A useful rule of thumb:

• A few days of silence during the air and import stages is normal. Long legs produce few scans.
• Nothing at all for more than a week, with no explanation on the carrier's page and the estimate on your order passed: write to us with your order number. We will open a trace with the carrier.
• Marked delivered but nothing arrived: check with neighbours, look for a safe-place photo on the carrier's page, and check whether anyone else at the address signed for it. If it is still missing after 24 hours, contact us. We raise it with the carrier and take it from there.

We would rather hear from you early than have you sit and wonder. Contact us with the order number and we will tell you what the carrier is telling us, in plain words.

If the parcel is held in customs

An import hold is a normal step, not a problem with your order. Most clear within a few days.

What we do at our end: every parcel leaves with a full customs declaration, the commodity code and a correct value. That is what clearance depends on and it is our job to get right.

What may be asked of you: some countries contact the recipient directly for an identity or tax number, a copy of the invoice or confirmation of what the part is for. If your carrier or customs authority asks, answer promptly. A parcel waiting on a reply from the recipient is the single most common cause of a long hold.

On charges. The checkout shows the delivery cost and any import charges that apply to your destination before you confirm the order, so you know the total in advance. Where a destination's rules mean charges are collected on arrival instead, the checkout says so for that country. If a carrier asks you for a payment you did not expect, do not pay it blind. Send us the notice and we will check it against the declaration before you do anything.

Our page on customs and import charges sets out how this works.

If the part is wrong or damaged

Open the parcel and check the part against the number you ordered before it goes near the vehicle. If the part is wrong, or it arrived damaged, tell us straight away and we will put it right at our cost. Transit damage has to be reported within the window set out in our returns policy, so do not leave it in the boot for a fortnight.

Reaching us about a delivery

Email contact@evparto.com. Put your order number in the subject line. We answer within 24 hours, usually sooner. Have the order number and the tracking number to hand and the answer comes back faster.