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I Did Not Receive My Medal — Report a Delivery Issue

Pacer Support
  • Updated

If your medal shipment hasn’t arrived (or tracking looks wrong), follow the steps below. Most delivery issues can be resolved quickly once we confirm 

(1) your shipping eligibility, 

(2) tracking status, and 

(3) your delivery address.

 

1) First, confirm your medal is eligible to ship

At checkout, you may have selected one of these shipping options:

  • Ship medal only upon completion (“No completion, no medal”) 

    Your medal will not ship until you complete the challenge/race. 

  • Ship immediately after registration 

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

 

If you chose “ship upon completion” and you haven’t finished the event yet, there won’t be tracking information until you complete it.

 

2) Check tracking (and allow time for carrier updates)

Find your tracking link

Tracking is sent by email once the order ships.

You may also be able to track through your order status page (if your email includes an “Order status” link).

 

Important: tracking may not update right away

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

 

Common early statuses:

  • “Label created” / “Shipment info received” → queued; check again in a few business days 
  • No scans yet → wait 3–4 business days after the shipping email

 

3) If tracking shows “Delivered” but you didn’t receive it

Please try these quick checks first:

  • Check your mailbox, front desk, mailroom, or parcel locker 
  • Ask household members or neighbors 
  • Look for a “safe place” drop-off 
  • Wait 24 hours (some carriers mark delivered slightly early)

 

If it still doesn’t show up:

  • Contact the carrier using your tracking number, then report the issue to us (next section).

 

4) If tracking shows “Delivery failed”

If the carrier reports an unsuccessful delivery, you may receive an email about re-delivery. Keep monitoring the tracking page. If you need help with next steps, contact support with your order details.

 

5) If tracking has no updates for 2+ weeks (looks “stuck”)

If tracking shows no movement for more than 2 weeks, contact support so we can escalate the case with the shipping provider/logistics team. If the shipment is confirmed lost, we can help with next steps.

 

6) Report a delivery issue to support (what to send)

Please contact support within 2 months if your order is overdue (late reports may not be accepted).

 

Email: support@mypacer.com

 

Include the following so we can help faster:

  1. Order number 
  2. Email used at checkout 
  3. Challenge/race name 
  4. Shipping option selected (if you remember) 
  5. Tracking number + current tracking status (if available) 
  6. Confirm your full shipping address (copy/paste it exactly)

 

7) If the package is confirmed lost (replacement timing)

If the carrier confirms loss (or tracking shows no movement for an extended period), it may be treated as “lost in transit.”

 

For replacement eligibility, loss claims must be submitted no later than 6 weeks after the dispatch date.

 

Quick expectations (so you know what’s normal)

  • Medals are typically sent within about a week after payment or after completion (depending on your shipping option). 
  • International delivery often takes 7–20 business days (sometimes 7–25 on average, depending on region/warehouse). 
  • Orders may arrive in separate shipments if multiple items were purchased. 
  • Customs/VAT may apply depending on your country, and may be charged by local authorities/carriers.