Order Tracking

This page covers where to find your tracking number, which carriers link directly to a tracking page, how to read your order's fulfillment status, and what to do when tracking looks wrong.

Delivery itself is governed by the Shipping and Delivery Policy. This page summarizes that document, which governs.

Finding your tracking number

When your order ships, the tracking number appears in two places: in the footer of the order on /customer/orders, and in the Recent Orders section of your dashboard. On the dashboard, where the carrier is a known carrier, the tracking number is a link to that carrier's tracking page.

The portal links out for four carriers

• USPS: the USPS tracking page, with your label number already entered.
• UPS: the UPS tracking page.
• FedEx: the FedEx tracking page.
• DHL: the DHL tracking page.

For any other carrier, including a regional carrier or a supplier's own delivery service, the tracking number is shown as plain text rather than a link. Copy the number and enter it on the carrier's own site.

Reading fulfillment status

The status on each order states where the order is

• Pending or processing: the order is confirmed but has not left yet.
• Shipped or in transit: the order is moving. This is when the tracking number becomes useful.
• Delivered: the carrier reports delivery.
• Cancelled or returned: the order is not coming.

Each order carries two statuses, one for fulfillment and one for payment. See Order History. A delivered fulfillment status alongside an unusual payment status usually means a refund or adjustment is in progress, not that the package is lost.

When tracking looks wrong

• No tracking number yet on a recent order. The number appears when the shipment is created, not at checkout. Items fulfilled by a supplier can take longer, because the supplier creates the label and the tracking is passed back when they do.
• The carrier's site says the number is not found. Labels are created before the carrier's first scan. Allow 12–24 hours. Until the first scan, the carrier has no record of the label.
• The status has not moved for days. The portal reports what the carrier reports; it does not create its own scans. If the carrier's own site shows the same position, message support from /customer/support and include your order number.
• Delivered, but you do not have the package. Check the shipping address on the order first; a package is sometimes delivered to an old default address. Then check with household members and look for the carrier's delivery photo or proof of delivery. Then contact support.

Pickup orders

Pickup orders have no tracking number, because there is nothing to track. The order shows Store pickup as the delivery method and moves through its own statuses. To check whether a pickup order is ready, use the status on the order and your notifications. See Buyer Protection and Support.