Frequently Asked Questions

Expecting a package delivery by Jitsu? Here are answers to some of the most common questions.

What is the status of my delivery?

We provide delivery milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive due to the distance and transit time of the selected service.

Your shipment might also be delayed due to events beyond the control of Jitsu, e.g. weather events or local disruptions like public holidays. In the event your shipment has not arrived within 3 business days after the expected delivery time, kindly contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items.

How do I update my contact information / phone number?

Note: This option will only be available for future deliveries.

At Jitsu, we want to make your delivery experience a seamless one. To update your contact information, from the Jitsu Tracking Page, choose the “Manage Delivery” option.

How do I update my shipping address?

Note: This option will only be available for future deliveries.

To request an update to the shipping address for future deliveries, from the Jitsu Tracking Page, search for your Tracking Number and select the “Manage Delivery” option. To change the address on the day of delivery, you will need to send an Address Request Change via our Chat option on the Tracking Page, or you can also reach us at support@gojitsu.com or 1-855-249-7447.

The tracking page says that my package has been delivered, but I am unable to locate it. What should I do?

We apologize if you have not received your item as indicated.

If your tracking information shows that your package was delivered, but you can’t find it, the delivery driver might have placed it in a safer location, please check:

• Your Mailroom/Mailbox
• Front or Back Porch
• Garage
• Any area out of potential weather hazards
• Check with others in your house that may have accepted it.

If you are still unable to locate your package, please reach out to our support team via our Chat Option on the Tracking Page, or you can also reach us at support@gojitsu.com or 1-855-249-7447.

My order has been placed, can I cancel it?

How can the delivery day or time be changed?

How do I track my delivery?

We have a couple options available for tracking your delivery!

• If you received a link via text to your cell phone from the Merchant, you can conveniently track your delivery by clicking the link in the message.

OR

• If you do not have access to the tracking link and you have your tracking number, please visit our tracking page. On the page, enter your tracking ID number to view the status of your delivery.

What are the various delivery statuses?

When accessing the tracking page, you may view the following statuses which are dependent on where your package is in the delivery process.

• Processing
  We have received information about your delivery.
• Processed
  Your order has been confirmed for delivery by (i.e. 01/01/2025)
• Received at facility
  Your package has been received at an Jitsu facility.
• Failed
  • There’s a problem with the address we have on file.
  • Your package was unable to be delivered.
• First attempt failed
  • Our delivery attempt was unsuccessful. We’ll be reattempting delivery of your package again.
• Undeliverable after reattempt
  • Your order cannot be delivered. Please contact support for further assistance.
• Undeliverable
  • Your package was unable to be delivered.
• Returned
  • Your order has been successfully returned.
• Cancelled
  • Your order has been cancelled.
• Out for delivery
  • Your package is on its way to be delivered by (generally by 8:00 p.m.)
• Reattempting
  • Your driver is re-attempting to deliver your order again.
• Delivered
  • Your order was successfully delivered.