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If it was first class going a ways away, you're still in range and you've now alarmed your customer for no reason.First-class mail that is not regional is flown by Fed EX in the same manner Priority Mail is.If it's first class it might be going across country via truck which will take many more days.If it's first class and it wasn't going more than 500 miles, or if it was priority or express then you should be worried and you should be contacting USPS about tracking on it and finding its last known whereabouts.Had it happen to 2 of my packages that I dropped off and 4 days later still showing pre-shipment info. I click the tracking on both and ask for text updates on all movement and delivery.I immediately by next day starting getting text messages with tracking updates and then finally deliveries on both.
I would tell your customers that the tracking site is having some issues and to check again in a couple of days or sign up for email updates.Part of having a small business, especially one that has a lot of competition, is having stellar customer service. I had this same package issue that was a week late.