Tracking order

Track Your Order 

Last Updated: May 20, 2025

1. Accessing Tracking Information

  • Automated Portal: Enter your 8-digit order number and billing email at libbypet.com/track for real-time updates.
  • Mobile App: Enable push notifications via the LibbyPet iOS/Android app for live GPS tracking.
  • Guest Orders: Use the temporary SMS link sent at checkout (expires 30 days post-delivery).

2. Tracking Status Glossary

  • Processing: Order verified, inventory reserved (1-2 business days).
  • In Transit: Package scanned at carrier facility (updated every 6-8 hours).
  • Customs Hold (International): Requires documentation upload via DHL/UPS portal.
  • Out for Delivery: Driver GPS location visible within 2-hour delivery windows.
  • Delivered: Photo proof uploaded to your account; report discrepancies within 24 hours.

3. Advanced Tracking Features

  • Pet Priority Alerts: Receive SMS warnings for temperature-sensitive items (medications, treats) if ambient conditions exceed safe thresholds.
  • Delivery Preferences: Redirect packages to vet clinics or pet hotels mid-transit (fee: $4.99).
  • Signatureless Drop-off: Pre-authorize secure locations (garages, smart lockers) via app.

4. International Order Tracking

  • Regional Partners:
    RegionCarrierCustoms Portal
    EUDHLdhl.com/customs
    APACUPSups.com/taxportal
    • Duty Calculators: Pre-paid tax estimates available in order history (95% accuracy guarantee).
    • Delay Resolution: Request expedited clearance for perishables by contacting global@libbypet.com.

5. Troubleshooting & Support

  • Common Scenarios:
    • “No Updates for 72 Hours”: Trigger manual carrier escalation via chatbot (response within 1 hour).
    • “Delivered but Not Received”: Activate GPS trace mode (requires app permission).
    • “Damaged Barcode”: Verify identity via video call with support agent.
  • Proactive Monitoring: Orders flagged automatically if:
    • Delivery ETA exceeds 120% of initial estimate
    • Package remains un-scanned for 48+ hours
    • Multiple failed delivery attempts detected

6. Carrier-Specific Tools

  • USPS: Use USPS Tracking API integration for postal updates.
  • FedEx: Access temperature logs for climate-controlled shipments (e.g., insulin).
  • Local Couriers: Track via regional apps (e.g., Rappi for Mexico, NinjaVan for SE Asia).

7. Post-Delivery Actions

  • Rate Your Delivery: Earn 50 loyalty points for submitting driver feedback.
  • Recycle Packaging: Scan QR code on box for recycling center locator + $2 coupon.
  • Missing Items?: File “Partial Delivery” claims within 7 days for priority reshipment.