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Find clear answers about when your order ships, how tracking works, what to do if a package is delayed, and how to contact support about returns or damaged items.
After checkout, you will receive an order confirmation email. Once your order is processed and fulfilled, you should receive a shipping confirmation email with tracking information when tracking is available.
You should receive an order confirmation email after checkout. This confirms that your order was received, but it does not always mean the package has shipped yet.
When your order ships and tracking is available, you should receive a shipping confirmation email with a tracking link.
Available shipping methods, costs, and estimated delivery windows appear at checkout based on the cart and delivery address.
Most tracking questions can be solved by checking the order status page, the carrier link, and the delivery location before contacting support.
The shipping label may have been generated before the carrier scan. Allow time for pickup and carrier processing before the tracking page updates.
Carrier scans can pause during busy periods, weekends, holidays, weather events, or transfers between facilities. Check the carrier page for the newest scan information.
Check your mailbox, porch, side doors, parcel lockers, mailroom, front desk, neighbors, and household members. Some carriers mark packages delivered shortly before final placement.
Contact support as soon as possible. If the order has not shipped, the team may be able to help. Once a package is with the carrier, address changes may be limited.
Return eligibility depends on the product type, condition, timing, and whether the item was opened or used. Contact support first so the team can confirm whether the order qualifies and provide the correct next step.
Use the contact page and include your order number, checkout email, product name, and reason for the return request.
Do not send products back without approval. Unapproved returns may be delayed, refused, or not eligible for refund processing.
If there is a damage, wrong item, or missing item issue, clear photos of the item, packaging, packing slip, and shipping label may be required.
Support will confirm the appropriate resolution, which may include a return, replacement, refund review, or carrier investigation depending on the situation.
Support reviews each eligible issue based on the order, product condition, delivery evidence, and policy requirements.
These answers help set expectations and reduce order anxiety. Exact eligibility can depend on the order and product.
Contact support with your order number, checkout email, shipping name, ZIP/postal code, and photos if the package or item arrived damaged.
Policy note: This page should match your final store policy before launch. If any product category has special restrictions, update this section and your Shopify policy pages accordingly.