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# My Standard/Postal shipment is not moving - what can I do?

![](https://storage.crisp.chat/users/helpdesk/website/-/a/2/7/e/a27e534d02000800/standardpostal-lost-flowchart_lyg1mi.png)

### Why your shipment looks like it's not moving:
A quiet tracking page doesn't mean your shipment has stopped. Standard and Postal shipments take a longer route with more stops and handovers between carriers, so there can be short gaps between updates. As long as tracking keeps moving over time, even slowly, your shipment is on its way.

### If your shipment seems stuck
* **Standard**: If it's past the typical delivery timeframe (6–10 working days) or tracking looks stagnant, reach out anytime by email (hello@justship.sg) or WhatsApp message (+65 9118 7971). We'll contact the carrier to check on it.
* **Postal**: Fully **self serve**. There is **no route to escalate** an in-transit delay, even if it's past the typical delivery timeframe (10–14 working days). Please keep monitoring tracking. 

### When a shipment counts as "lost"
A shipment is only considered lost once it remains undelivered 60 calendar days after it has been shipped out (counted from the carrier's first tracking scan). We've set this threshold to avoid unnecessary back and forth when there's genuinely nothing we or the carrier can do to speed things up.

* **Standard**: We'll usually resolve it well before 60 days. We only wait out the full period in rare cases where the carrier cannot confirm the loss.
* **Postal**: Submit a [lost claim form](https://docs.google.com/forms/d/e/1FAIpQLSdsyr7L5lfdSOR-NuxY0ui1XNpXuxqpC4Wal5bCOu7TAxafkw/viewform)

|| 📌 Claims are collected and submitted to our carrier in batches. The carrier then conducts its own review, and timelines can vary. We will reach out to you once the carrier has completed its assessment.

### Failed Delivery
If your tracking shows **returned to sender**, this means the delivery could not be completed and the package has gone back to our partner in the destination country. This does **not** mean the package is being sent back to Singapore. For both Standard and Postal, packages are not returned to Singapore.

A failed delivery is usually due to one of the following reasons:
* Invalid or incomplete address
* Uncontactable recipient
* Missed delivery attempts

###### What happens next?
* **Standard:** A redelivery can be arranged at an additional cost, or you may opt to have the package disposed of. Reach out to us for help with next steps.
* **Postal:** A failed delivery cannot be recovered and the package will be disposed of at the destination. 

||| ❗ Failed deliveries are not claimable for either service.

### Coverage and liability
Standard and Postal services do not include insurance. Maximum liability is limited to the **declared value of the contents**, capped at:
* **Standard:** $100
* **Postal:** $68 

|| 📌 The carrier makes the final assessment on every claim, including the outcome and any refund amount. Shipping fees and any prepaid duties and taxes are non-refundable.