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Virtual Challenge or Virtual Race Medal Shipment Delayed — What to Do

Pacer Support
  • Updated

If your virtual challenge/race medal shipment seems delayed, don’t worry—most delays are caused by shipping eligibility, carrier tracking update lag, customs/airline processing, or high order volume during new medal launches. This guide walks you through exactly what to check and what to do next.

 

Before you troubleshoot: confirm your shipping option (this matters)

Medal shipping depends on the option you selected at checkout:

 

Option A — Ship only upon completion (“No completion, no medal”)

  • Your medal will not ship until you complete the challenge/race. 
  • If you haven’t finished yet, you won’t have tracking yet.

 

Option B — Ship immediately after registration

  • Your medal ships at the first available time even if you haven’t completed yet.

 

Step 1: Check expected shipping and delivery timelines

Once your order is eligible to ship (based on your option), medals are typically sent within about a week after payment or after completion.

 

Typical international delivery time: about 7–20 business days (sometimes 7–25 business days depending on region/warehouse). Holidays and security checks can extend delivery time.

 

Tip: If you ordered multiple medals/items, they may ship separately, so you could receive more than one tracking email. 

 

Step 2: Find your tracking (it’s sent by email)

Tracking is sent by email once the medal ships.

 

Search your inbox for:

  • “Pacer”, “shipment”, “tracking”, “shipped” 
  • Your order number (from your order confirmation)

 

Also check Spam/Junk/Promotions folders.

 

Step 3: If tracking looks “stuck,” wait for carrier updates to appear

After you receive a tracking number, it can take 3–4 business days for the carrier’s tracking page to show scan updates. This is normal.

 

Common early statuses:

  • “Label created” / “Shipment info received” → queued; check again in a few business days 
  • No scan updates yet → wait 3–4 business days from the shipping email 
  • “In transit” → moving through the shipping network

 

Step 4: Most common delay reasons (and what to do)

1) The parcel is with the airline / customs processing

If the parcel has been received by the airline, logistics and customs inspection can take longer than usual. Some tracking pages may display in another language—try opening the tracking link on a computer and using your browser’s built-in translate feature.

 

What to do

  • Continue monitoring tracking for updates 
  • Allow extra time for airline/customs processing

 

2) New medal release = higher order volume

When a new challenge/medal is released, order volume can spike and shipping may be delayed by a few days. If the delay is significant, Pacer may contact you by email.

 

What to do

  • Allow a few extra days beyond the normal processing window

 

3) Tracking has no updates for more than 2 weeks

If tracking shows no update for 2+ weeks, support can escalate to the logistics team and check with the shipping provider. If the medal is confirmed lost, a replacement can be resent.

 

What to do

  • Email: support@mypacer.com 
  • Include: order number and any tracking details

 

4) Package returned to sender

If tracking shows the package was returned to the sender, support can arrange a replacement shipment.

 

What to do

  • Email support@mypacer.com with your order number

 

5) Chile / Brazil / South Africa customers: additional info required

If you’re shipping to Chile, Brazil, or South Africa, you may need to provide additional information. Please check your email for a request from support/shipping.

 

What to do

  • Search your inbox for requests asking for “additional information”

 

Step 5: When to contact support (and what to include)

Contact support if:

  • You’re eligible for shipment but never received a tracking email 
  • Tracking shows no updates for 2+ weeks 
  • Tracking shows Delivered but you did not receive the package (after checking mailbox/front desk/parcel locker, neighbors, and waiting 24 hours) 
  • Tracking shows delivery failed and you need help with next steps

 

Please contact support within 2 months of the order being overdue.

 

Email: support@mypacer.com

 

Include:

  • Order number 
  • Email used at checkout 
  • Challenge/race name 
  • Shipping option selected (if known) 
  • Tracking number + current tracking status (if available)

 

Address changes and customs (important)

Address changes: once an order is prepared for shipment or shipped, the address usually can’t be changed. If you need a change, contact support as soon as possible (ideally within 24 hours of placing the order).

 

Customs/VAT: import taxes may apply depending on your country, and are billed by local authorities/carriers.