Courier tracking starts after your order has been shipped and collected by the courier. The shipping notification contains the courier name, tracking number and a direct tracking link.
🔍 Find and use your tracking
- Check the email and WhatsApp number used for the order.
- Open the shipping notification.
- Use the courier link, or copy the tracking number into the courier's own tracking page.
📝 Note: a "processing" or "production complete" status is not a courier scan. If the order has not been handed over, courier tracking may not exist yet.
🔗 Cannot find or open the link?
- Confirm the order status is Shipped.
- Check spam or junk folders and the WhatsApp number entered at checkout.
- Contact us with your website order number and, if relevant, a screenshot of the tracking error.
⏸️ Tracking has not moved?
A label or tracking number can exist before the parcel receives its first depot scan. Before you worry:
- Check the courier's latest scan and estimated delivery window.
- Allow for weekends and public holidays, which are not courier working days.
- Check for an address query, a failed delivery attempt or a PUDO locker notification.
When to contact us
Contact us if the parcel is outside the quoted transit window, the tracking shows an exception, or the status stays unclear. Send:
- your order number
- the tracking number or link
- the delivery address
- a screenshot of the latest scan
That lets us raise the courier query quickly.
⬆️ Can the shipping method be upgraded?
An upgrade may be possible before dispatch (for example from ECO+ to Economy). Once the parcel is in transit, we and you generally cannot change the courier service or speed it up.
🛒 Marketplace orders
Track Amazon, Makro, Takealot or Bob Shop purchases inside the marketplace order. Their order numbers and support routes differ from direct Valenna orders.
❓ Frequently asked questions
When will I get my tracking number?
As soon as the courier has collected your order.
How long should I wait before contacting you?
Wait until the parcel is outside the transit window quoted for your delivery method, or sooner if tracking shows an exception.
👉 Related guides and next steps