Question 1

Why is my Shadowfax tracking not updating?

Accepted Answer

The most common reasons are that the package was just manifested but not physically picked up (wait 24-48 hours), it is traveling a long distance between sorting hubs, or it is a Sunday/holiday when standard operations are paused.

Question 2

How long does Shadowfax take to update tracking?

Accepted Answer

Under normal circumstances, Shadowfax updates tracking status every 12 to 24 hours when the package is scanned at major entry and exit hubs. However, during surface transit, it can take up to 48 hours for a new update.

Question 3

What does 'Shadowfax shipment picked up' mean with no further updates?

Accepted Answer

This means the delivery agent has collected the parcel from the seller, but it hasn't yet reached the first origin sorting facility. The status will update once it gets scanned into the main Shadowfax network.

Question 4

My Shadowfax tracking shows in transit for 5 days — what should I do?

Accepted Answer

If a package is stuck "In Transit" for 5 days without any movement, you should first check the estimated delivery date. If the date has passed, contact Shadowfax customer support immediately with your AWB number to initiate an investigation.