Output Support

FedEx Shipping Issues

Many Output products ship in multiple boxes via FedEx Ground. Because of this, and because of the current global logistics crisis, your packages may arrive at separate times. 

Understanding Your Tracking Number

You will receive an email with your tracking information once your order is ready to leave the warehouse. This message will be sent to the email you provided when placing your order.

All shipments have a Master Tracking number tied to the shipment. If your shipment is one box, that is the Master Tracking number. If your order contains multiple boxes, there will be a Master Tracking number assigned to your entire shipment. This Master Tracking number will display all packages associated with your shipment. You may see several statuses related to each box:

  • In Transit: Your package is in transit and should arrive by the estimated date provided by FedEx.
  • Delivered: Your package has been delivered.
  • Pending: Your package may be delayed, but is still en route. 
  • Shipping Exception: Your package may have be missing or misrouted.
    • Please call FedEx at +1-800-GO-FEDEX (+1-800-463-3339) for clarification before contacting Output Support. 
Note: If you have multiple tracking numbers associated with your shipment, and only part of your shipment was delivered, please check your other tracking numbers associated with the Master Tracking number. Your other packages are likely still en route and are not missing.
 

FedEx says my package has been lost

Only if FedEx explicitly determines your package is lost when inquiring about a Shipping Exception by calling +1-800-GO-FEDEX (+1-800-463-3339) will we be able to start a Package Tracer. We can only begin this process once you have provided us with a FedEx Case Number through our support channels.

How long until my package is found?

Tracers often result in the package being found, and your package will then be routed to its final destination. A Tracer typically takes 7-14 days to complete.

Replacement Parts

If a Tracer is unsuccessful in locating your missing or misrouted package, only then will we be able to dispatch replacement parts once our investigation has closed.

My tracking number says my package has been delivered, but I didn’t receive it

If your package has been marked as “Delivered,” on the FedEx tracking website, your package has been delivered in a location where FedEx normally delivers your packages.

Please check any known locations where FedEx has previously been instructed to deliver your package at your address, such as your front desk, leasing office, etc.

If your package is still missing, please reach out to our support team and we will be happy to help.

Was this article helpful?
Have more questions? Submit a request