🔍Track your order
Where your package is now, when it should arrive, and what to do if tracking has gone quiet.
Your tracking link is in the order confirmation email. Search your inbox for "Playtronica" and "shipped" — that email has a one-click tracking link. If you cannot find the email, see "I lost my tracking number" below.
Two carriers ship Playtronica orders:
- EU orders ship from the Netherlands with ShipBob. Typical delivery: 3 to 7 business days after shipment.
- International orders (US, Canada, UK, Asia-Pacific, all other regions) ship from Hong Kong with Floship. Typical delivery: 7 to 14 business days for the US and Canada, 5 to 10 business days for Asia-Pacific.
The first 24 to 48 hours after we ship can show no updates. The carrier may not scan the package until it reaches the first regional hub. This is normal.
Where is my order?
Open your tracking link. If the last update is within the past 5 business days, the package is moving normally. Packages routinely wait at customs or for the next regional hub scan.
If the tracking shows no movement for more than 5 business days, email us with your order number. We will contact the carrier the same day. Use this subject line: Tracking #[your order number].
⚠️ Holiday and Black Friday notice. December orders can take a few extra days, especially in the EU. If your tracking pauses between December 15 and January 10, the most likely reason is high carrier volume.
Tracking has not updated in days
Two common reasons:
- First-scan delay. Up to 48 hours can pass between our handover and the first public tracking event. Reload the tracking page the next day.
- Customs. Border processing can add 1 to 3 business days with no public updates.
If neither applies — five business days of silence is the trigger to contact us. Email support@playtronica.com with the subject Tracking #[your order number]. Attach a screenshot of the tracking page if you have one.
It says delivered but I do not have the package
- Wait 24 hours. About 1 in 50 packages marked "delivered" actually arrive the next day. Drivers sometimes scan ahead.
- Check obvious locations: front desk, neighbour, building reception, parcel locker. Carriers in the EU often leave packages with the closest available person if the recipient is not home.
- If the package is still missing the next day, email us with the subject
Lost #[your order number]. We open a carrier claim within 24 hours. If the carrier cannot locate the package, we ship a replacement.
I lost my tracking number
Search your inbox for Playtronica and shipped. If you bought as a guest and the email is missing, email us with the email address you used at checkout. We will resend the tracking link.
I want to change my shipping address
We can edit the shipping address while the order is still in our warehouse. The window is short — usually a few hours after checkout. Email support@playtronica.com immediately with the subject Change address #[order number] and the new address.
If the package has already shipped, some carriers allow rerouting mid-transit. Email us and we will try.
Ask the community
🤝 For creative, MIDI, and performance questions — ask the Playtronica Friends Facebook group. 4,400 members, peer support. See the community page for what to ask there.
This page is for order issues — tracking, returns, refunds, invoices, warranty. The community cannot help with those. Use the email below.
Still stuck
Email support@playtronica.com. We aim for 24 hours, but a reply may take up to 3 business days.