We’re sorry to hear your card hasn’t arrived yet! Sometimes, postal delays can happen, but don’t worry, we’re here to help.
A few things to know about delivery
- Your card is sent by regular mail, not by courier.
- The delivery is handled by your local postal service, once it arrives in your destination country.
- To save costs and ensure safety, your name and address are not printed on the outside of the envelope.
- Whenever possible, we recommend choosing express delivery. It’s faster and includes a tracking code, so you can follow your card's journey all the way to your mailbox.
1. Check the delivery details
Please check how long it’s been since you ordered your card. Also verify the expected delivery time and address details, and consider checking with your local post office for any updates.
- If it’s been less than 21 business days, your card might still be on its way. We ask you to wait until this time has passed.
- If it’s been more than 21 business days, move to the next step.
2. Contact customer support
If your card hasn’t arrived after 21 business days, please get in touch with our support team so we can look into it and help you with ordering a new card.
You can reach us via: support@altery.com | Telegram support bot
3. We’ll take care of the rest
If your card was not delivered, we’ll be happy to assist you with ordering a new one.
Once we confirm it hasn’t arrived, we’ll guide you through the steps to request a replacement.