fbpx Why can't FedEx or UPS find a shipment related to the tracking number in an email I received? | MACKENZIE AND MARR GUITARS

Shopping cart

Your shopping cart is empty.

Why can't FedEx or UPS find a shipment related to the tracking number in an email I received?

FedEx (or UPS) sent me an e-mail with a tracking number and an expected delivery date. When my guitar failed to show up on that date I called them, only to be told they had no package matching that tracking number.

Both FedEx and UPS send notification emails as soon as we generate your shipping label. The initial notice states something like "billing information received" or "pickup information received". It's deceptive if you're not familiar with their system in that it quotes a delivery date and leaves the impression the package itself has been picked up. We generate a shipping label as soon as pack the guitar for delivery. That triggers the email with the tracking number. But until the carrier picks it up, scans it, and prepares the carton for shipping the message you receive on their tracking site is confusing. I

In many cases we indicate the pickup date will be a day or two after the label is generated but some customers miss that detail.

This can be even more aggravating if you live in the US. Guitars are delivered from our Montreal warehouse to UPS in Plattsburgh NY. by a cross border carrier. Occasionally a carton gets held at US customs before going on to UPS, but generally the delivery takes place a day after the label is created.

For reasons we've never been able to figure out UPS doesn't update the tracking information for at least 24 hours after they receive the carton. Your guitar could be on its way to you before the tracking number update goes live. Please be patient. It's not a perfect system but in the end it works.

Meanwhile you're chomping at the bit for your new guitar and getting upset every time a delivery truck passes your driveway. Being able to advise a customer of the location of their guitar by email is a great tool. You get a notice at every stage of the delivery cycle. But we wish the courier companies would re-word that initial e-mail to make it a whole lot clearer!

Keep checking their tracking site. Within a day or two the status will update so you know when to anticipate delivery.

An Important Note Regarding Porch Pirates

When we ship a guitar we always send it with instructions to the courier that a signature MUST be obtained at the time of delivery. If no one is home to sign for the carton, it will not be left. We do this to ensure that your guitar does not fall into the hands of porch pirates (or other nefarious characters such as bass players or drummers).

UPDATE - We've learned that during the COVID-19 crisis FedEx is sometimes leaving cartons with no signature. Please follow the tracking number we provide to make sure you know when your guitar arrives.

Fall In Love In Less Than a Week

Try any of our guitars in the comfort of your own home. If you don't fall head over heels in love within a week we'll arrange to take it back and issue a full refund (including shipping).
*certain conditions apply.

Subscribe to our Newsletter

Occasionally we send out a well crafted (read: thrown together on the spur of the moment) missive about the latest happenings here at World Guitar HQ. Miss it at your peril.