Order History

This page covers what your order history at /customer/orders shows, how to read the summary figures and the two status badges on each order, and what to do if an order you placed does not appear.

The summary figures

Four figures sit above the order list, calculated from your order history

• Total Orders: every order on your account, whatever its status.
• Items Purchased: the total quantity of items across all orders.
• Total Spent: the sum of subtotals on paid orders only. Pending, cancelled, and refunded orders are excluded, so this figure is money that was actually paid.
• Open Orders: orders that are neither cancelled nor paid. If this number surprises you, check the payment badge on your orders; it is usually an order awaiting payment.

Reading an order

Each order shows an order number: the first eight characters of the order ID, in capitals, such as Order #A3F9C2E1: the date placed, and whether the order is for shipping or store pickup. Two badges appear on the right

• Order status: the fulfillment state, such as awaiting payment, shipped, in transit, delivered, cancelled, or refunded.
• Payment status: such as paid or unpaid. This is shown separately from fulfillment on purpose: an order can be paid and still awaiting shipment, or shipped while a refund is being processed.

The body of each order shows the items, quantities, the price per item, and the total, together with the delivery method and the shipping address. For a shipped order, the footer carries the tracking number and the carrier name. See Order Tracking.

The prices shown are the prices you paid, held as they were at purchase. If a catalog price has changed since, your history is not rewritten. Buy Again, by contrast, prices items from the current catalog.

If an order does not appear

The page reads your orders each time you visit, so there is nothing to refresh manually. If you have ordered and the page shows no orders, the cause is one of the following

1. Email mismatch. Orders attach to the email address used at checkout. If you checked out with a different address from your portal sign-in: for example a variation of the same address: the system treats them as different customers. Sign in with the checkout email, or contact support to have the records joined.
2. Checkout under a different email. The same root cause: the order exists, but it is not attached to the sign-in you used. The remedy is the same.

What order history does not show

Grooming appointments are not orders. Salon visits appear under Appointments and Pets, and what you paid at the salon appears under Receipts. See Buyer Protection and Support.

Returns and refunds are governed by the Buyer Returns and Refunds Policy. This page summarizes that document, which governs. How to raise a problem order is covered in Buyer Protection and Support.