Tracking

Last updated: December 5, 2025

Where can I find tracking?

The order confirmation contains an order number (e.g., #1001). If you log into your profile, you can view previous orders and find the one with the same order number to check the status of the order. Another way to track your order is to ask the AI assistant on the website to check the status for you, but you will need to provide the order number (e.g., #1001) and the email address you used when placing the order. The AI assistant will then check the status and provide you with an update.

Note: Tracking is normally displayed after the first scan by the shipping partner. It may take a few hours from when we create the label until tracking becomes active.

Common statuses (simply explained)

Label created

We have prepared the shipment. Wait until the carrier has scanned.

Received at terminal

The package is registered in the carrier's system.

Along the way

On the way between terminals/exit.

To pick-up point/arrived parcel box

Retrieved when you receive a message.

Out for delivery

Coming today. Please be available at the address provided.

Delivery

Registered delivery (door/collection point/parcel box). See delivery details in tracking.

Part deliveries

If you order several items, they can be sent in several packages. You will then receive several tracking links. All of them are displayed in Order status.

Delivery time - short

Normal delivery time is 1–2 business days for picking + 1–4 business days for transport. In case of deviations, we will update the status on the Order Status page and send a notification.

Is the tracking stuck?

Do this before you contact us - it saves time:

  1. Check the last scan: Has there been any movement in the last 24-48 hours?
  2. Look for deviation message: "Wrong address", "Delayed", "New delivery", etc.
  3. Check pickup code/SMS: For parcel boxes/pickup locations, the code will be provided by the shipping partner.

If there is still no movement after 48 hours without any explanation in the tracking, please contact us at support@mosmossa.com. We will request the package from our shipping partner.

Wrong address or redirection

If you discover an incorrect address after ordering, please contact us as soon as possible. After the parcel is in transit, we may attempt redirection, but we cannot promise this. Any costs will be disclosed before we make the change.

Lost or damaged shipment

  • Damage on delivery: Take photos of the packaging and contents immediately.
  • Missing contents: Take photos of the box and all contents.
  • Lost: Please notify us if the tracking stops or shows delivered without findings.

When you contact us, please enclose:

  • Order number (e.g., #1001)
  • Pictures (in case of damage/deficiency)
  • Phone number and delivery address (for quick clarification)

We complain to the shipping partner and keep you updated. In the event of a confirmed lost/damaged shipment, we will send a new item or refund.

Pick-up deadline and unclaimed parcel

The parcel is normally left at the pick-up location for 7-14 days before it is returned. Uncollected parcels are handled in accordance with our rules in Shipping and delivery.

International tracking (if applicable)

For shipments outside Norway, tracking can be updated by a new carrier/customs in the recipient country. There may be periods without updates between terminals. Customs/duties and extra processing time may occur.

Contact us

Customer service

E-mail: support@mosmossa.com

Please provide your order number (e.g., #1001) to expedite the process.