From our pack to your mate

Where’s my order?

Your confirmation email and secure Shopify order page are the source of truth. Tracking appears there as soon as our fulfilment partner supplies it.

Open my orders I need order help

Use the secure email link

Open the order confirmation or shipping email and select View your order. That signed link is the safest route to the correct order.

Use your customer account

Sign in with the email used at checkout to see your order history and secure status pages.

Status guide

What the order stages mean.

This guide explains what each stage means. It is not a live result for a specific order unless a secure tracking app block appears above.

  1. 1
    Order accepted

    Shopify has recorded the order and payment status. The parcel has not been dispatched yet.

  2. 2
    Being prepared

    Your order is accepted and being prepared. Tracking normally appears after dispatch; processing can take up to 5 business days.

  3. 3
    On the way

    Tracking has synced to Shopify and carrier scans can begin to appear.

  4. 4
    Delivered

    The carrier reports delivery. Check safe places and Order Help if the parcel cannot be found.

Before tracking exists

Your order is being prepared

The order remains accepted and unfulfilled in Shopify while the fulfilment partner prepares it. No parcel link exists yet, so the honest status is: order accepted—being prepared for dispatch.

After tracking appears

Follow the carrier journey

Shopify adds the carrier link to the secure order page and shipping email. Carrier scans can take a little time to begin after the number is created.