FAQ: Your Account

How can I check the status of my order?

You will receive an automatic email update shortly after your order has shipped or has partially shipped. For most orders this includes a tracking number which you can use to track the shipment from UPS, US Postal Service, or FedEx.

If you created an account during checkout, you can check the status of your order at any time by logging in and clicking "View Order Status" under the Account Details area.

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What does my order status mean?

Here is a quick overview of each order status:

  • Awaiting Payment: Your order was received and is waiting for final payment before it can be processed and shipped. This only applies to Check paid orders and non-eligible purchase orders.
  • Awaiting Fulfillment: Your order was received and is waiting to be processed before shipment.
  • Awaiting Shipment: Your order has been processed and is awaiting to be shipped from our various warehouses.
  • Partially Shipped: Your order has items shipping from multiple warehouses. Part of this order has shipped and the remaining items are awaiting shipment from other locations.
  • Shipped: All items on your order have shipped.
  • Completed: Your order has been processed, but we can only provide shipment ETA and tracking information upon request.
  • Pending: There may be problems with your order, such as back ordered items, or more information is needed which we have tried to reach you about. However since we have not heard from you we have taken your order out of ordinary processing and will soon cancel the order and refund the transaction.
  • Cancelled: Your order was cancelled and refunded.

Although it is our goal to provide you with the most up-to-date information on your order, sometimes it can take up to 24 hours for your order status to change after an item has shipped, or a change has happened on the order. If at any time you have a question about your order status, feel free to contact us.

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Why is my order status "Awaiting Payment", even though I paid by credit card or PayPal?

Orders paid by credit/debit card and PayPal may initially indicate that it is "Awaiting Payment", but so long as you got through to the order confirmation page, then payment was received. Confusing, we know, but this is how our system sometimes handles orders! Once we have begun processing your order, the status will change from "Awaiting Payment", typically within 12 hours during weekdays.

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I can't log into my account. Can you help?

You can reset your password using your email address by clicking the "Forgot your password?" link below the login fields. If you do not remember the email address that was used for the order, please contact us and we can help.

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I created an account after ordering, but my order is not showing up. Where is it?

If you checked out as a guest, and later created an account, your order will not automatically appear under your account. Please contact us and we can manually link your new account with your previous order.

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