No Update on Replacement Device Shipment – Confirmed Sept 12

Orders & Shipping
1

Hello Pocket Community Team,

I’m writing to follow up on my replacement device, which your team confirmed had been fully processed for shipping on September 12. At that time, I also provided my mobile number so the courier could reach me for delivery.
However, it has now been several days and I have not received any update, tracking information, or communication from the courier. I have not received any response to this issue despite reaching out.
Could you please look into this urgently and let me know:

  1. The current status and tracking details of the replacement device
  2. Why the courier has not made contact using the number provided
  3. An expected delivery date

I would appreciate a prompt response, as this delay is causing significant inconvenience.

2

Hi Eugene, I’m sorry for the delay and the lack of updates. Our support team followed up with you by email today. Your replacement has been approved, and we’ve also sent a separate email with the prepaid return label for your original device.

Please check your inbox and spam folder for the label. We’re arranging the replacement now and will send the tracking details as soon as it ships.