Orders Tracking
At a Glance: Order Timing
| Stage | How Long It Takes |
|---|---|
| Payment confirmed | Immediately at checkout |
| Processing and packing | 1 to 3 business days, cutoff 12:00 PM EST |
| Tracking number emailed | As soon as the parcel leaves us |
| Tracking becomes active | Up to 24 hours after the number is issued |
| In transit | 5 to 7 business days |
| Total, order to doorstep | 6 to 10 business days |
What Your Order Status Means
| Status | What It Means | What Happens Next |
|---|---|---|
| Pending payment | The order was created but the gateway has not confirmed payment yet | We hold the stock. If nothing confirms within 24 hours we email you and release the order |
| Processing | Payment is confirmed and we are picking and packing the order | It ships within 1 to 3 business days and the tracking number is emailed to you |
| On hold | Something needs checking, usually a payment or an address query | We email you to explain and to ask for whatever we need |
| Completed | The order has been dispatched | Follow the tracking number in your confirmation email |
| Canceled | The order was canceled by you or by us | Any amount paid is refunded to the original payment method |
| Refunded | A refund has been issued against this order | Your bank posts the funds, usually within a further 2 to 5 business days |
| Failed | The payment did not go through | Nothing has been charged. Place the order again, or write to us and we will help |
What Your Carrier Tracking Says
| Carrier Status | What It Means | What Happens Next |
|---|---|---|
| Label created or Pre-shipment | The label exists and the carrier is expecting the parcel | The first scan appears once the carrier collects it, usually within a business day |
| In transit | The parcel is moving through the carrier network | Scans appear at sorting facilities rather than continuously. Gaps of two or three days are normal over a weekend or a long haul |
| Out for delivery | It is on a vehicle and due with you that day | Nothing to do. If it does not arrive, it is usually delivered the following working day |
| Delivered | The carrier has recorded delivery at your address | If nothing is there, check the porch, the mailroom and with others at the address, then write to us. We open the carrier trace ourselves and replace or refund a confirmed loss |
| Exception or delay | Weather, an address problem or a missed delivery attempt | Most clear on their own within a day or two. If it does not, write to us and we will take it up with the carrier on your behalf |
| Return to sender | The parcel is on its way back to us | We email you when it arrives and reship to a corrected address, or refund in full if you would rather |
Thank you for reading. If anything here is unclear, write to us and we will explain it.