This guide explains where to find your tracking info, what each shipping status means, and what to do if your medal shipment is delayed.
Before you track: confirm your shipping option
Your tracking status depends on the shipping option you selected at checkout:
Option A — Ship medal only upon completion (“No completion, no medal”)
- Your medal will not ship until you complete the challenge/race.
- If you don’t complete it, the medal won’t ship under this option.
Option B — Ship immediately after registration
- Your medal ships at the first available time even if you haven’t completed yet.
Step 1: Look for your shipping email (this is where tracking lives)
Once your medal is shipped, Pacer sends tracking information by email.
What to search in your inbox
- Search your email for: “Pacer”, “shipment”, “tracking”, “shipped”, or your order number (from your order confirmation).
- Check Spam/Junk/Promotions folders.
Tip: If you ordered multiple items/medals, they may ship separately, so you might receive more than one tracking email.
Step 2: Use the tracking link/number (and know that updates can lag)
After you receive your tracking number, it can take 3–4 business days for the carrier’s tracking page to show updates. This is normal.
If your tracking page shows:
- “Label created” / “Shipment info received” → the package is queued; check again after a few business days.
- No scan updates yet → wait 3–4 business days from the shipping email.
- “In transit” → your medal is moving through the network.
Step 3: Check expected delivery windows
After the shipment becomes eligible (based on your option), medals are typically sent out within about a week after payment or after completion (depending on what you chose).
Typical international delivery is about 7–20 business days (sometimes 7–25 business days depending on region/warehouse).
Delivery time is an estimate and can be delayed by holidays or security checks.
Optional: Track via your order status page (if your email includes it)
Many Shopify-based stores provide an order status page link in the order/shipping emails that customers can revisit to see shipping updates and tracking information once it’s added.
If your confirmation/shipping email includes an “Order status” button/link, open it to view:
- Shipment status updates
- Tracking number and carrier link
If you still can’t find tracking or your shipment looks stuck
Case A: “Ship upon completion” selected, but you haven’t finished
- Your medal won’t ship until you complete the event, so there won’t be tracking yet.
Case B: You’re eligible, but no tracking email arrived
- Recheck Spam/Junk/Promotions
- Confirm you used the correct email at checkout
- Contact support with your order number and the email used to register
Pacer support contact: support@mypacer.com
Case C: Tracking shows “delivery failed”
- If the carrier reports unsuccessful delivery, you may receive an email about re-delivery. Keep monitoring the tracking page.
Case D: Tracking says “Delivered” but you didn’t receive it
Try these quick checks first:
- Check mailbox/front desk/parcel locker
- Ask neighbors/household members
- Wait 24 hours (some carriers mark delivered slightly early)
If it still doesn’t show up, contact support with your order number and the tracking result.
Address changes and customs
Can I change my shipping address?
- Once your order is prepared for shipment or shipped, the address can’t be changed.
- If you need an address change, contact support within 24 hours of placing the order (they’ll do their best to help).
Will I need to pay customs/VAT?
- Customs tax may apply depending on your country, and Pacer is not responsible for customs charges billed by carriers/local authorities.
When should I contact support?
If your order still hasn’t arrived, contact support within 2 months so the team can assist (overdue requests may not be accepted).
Include:
- Order number
- Email used at checkout
- Challenge/race name
- Shipping option selected (if you remember)
- Tracking number (if available)