Order Tracking
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Wondering where your pet’s gift is? Enter your order number and the email address you used at checkout in the form below to see your order status. Underneath, you will find what each status means, how long each stage usually takes and what to do if something looks stuck.
Tracking at a glance
- Your order number is in the order confirmation email we send right after checkout.
- Processing takes 1-3 business days while we make and pack your personalized gift.
- Transit takes 7-14 business days to the United States, Canada, Australia and New Zealand.
- Tracking details are emailed when your parcel ships; the first scan can take 24 to 48 hours.
- No movement for 7 business days? Email support@pawsomely.shop and we will investigate.
How to find your order number
Your order number appears in the order confirmation email we send as soon as you check out. If you created an account, you can also see every order under My account. Can’t find the email? Search your inbox for “pawsomely.shop”, check your spam and promotions folders, and make sure you are looking in the inbox of the email address you typed at checkout. If you still cannot find it, email us with your full name, the date of your order and the shipping address, and we will look it up.
If you received a Pawsomely gift and want to check on it, ask the person who sent it for the order number, or email us with the name and address on the parcel.
What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed. | If you meant to order, complete the payment or place the order again. Nothing is made until payment is confirmed. |
| Processing | Payment received. We are reading your order notes, making your item, checking it and packing it. This takes 1-3 business days. | Check your confirmation email. Need a change? Email us within 24 hours of ordering. Watch your inbox in case we have a question about your personalization. |
| On hold | We need something from you, usually a missing name, unclear notes or a photo. | Reply to our email. Processing restarts as soon as we have what we need. |
| Completed (shipped) | Your parcel has been handed to the carrier and tracking details have been emailed to you. | Use the tracking link in your shipping email. Allow 24 to 48 hours for the first scan. |
| In transit | The carrier is moving your parcel. Transit takes 7-14 business days. | Nothing to do; tracking may jump a few days between scans, especially across borders. |
| Held at customs | For Canada, Australia or New Zealand, customs may check the parcel or ask for duties. | Follow any notice from the carrier or customs. Forward it to us if you are unsure. |
| Out for delivery | The parcel is with the local driver and should arrive that day. | Make sure someone can receive it, or check for a delivery card. |
| Delivered | The carrier has marked the parcel as delivered. | Open it and check the item and spelling. Problems? Email us within 60 days. |
| Delivery exception | The carrier could not deliver, for example because of an address problem or nobody home. | Follow the carrier’s instructions, or email us with the order number and we will help. |
| Cancelled | The order was cancelled by you or by us. | A full refund is issued within 7 days of the cancellation being confirmed. |
| Refunded | A refund has been issued for some or all of the order. | Allow your bank a few business days to show it on your statement. |
How long each stage usually takes
From the moment you order, here is the typical journey of a Pawsomely gift:
- Day 0: you place your order and receive the confirmation email. You have 24 hours to change or cancel it.
- Business days 1-3: we make your item from your order notes, check it and pack it.
- Shipping day: we hand the parcel to the carrier and email you the tracking details.
- Business days 7-14 after shipping: the parcel travels to you. International parcels may pause at customs.
- Delivery: your gift arrives. You now have 60 days to request a return or report any problem.
In total, plan for about 8-17 business days. Business days do not include weekends or US public holidays, which is why an order placed on a Friday evening usually starts processing on Monday.
Reading your tracking page
Tracking pages are written by carriers, and they can be confusing. A few things that often worry customers but are completely normal:
- “Label created” or “pre-shipment” for a day or two. The label is printed before the carrier collects the parcel. The first real scan follows within 24 to 48 hours.
- No updates for several days in the middle of the journey. Parcels are not scanned at every step, especially on international flights. Tracking often catches up all at once.
- The parcel seems to go in the wrong direction. Carriers route parcels through sorting hubs that may be far from you.
- A handover to a local carrier. International parcels to Canada, Australia and New Zealand are often passed to the national postal service for the final stage, sometimes with a new tracking number shown on the page.
If your parcel is late or seems lost
If tracking has not updated for 7 business days, or your parcel has not arrived 7 business days after the end of the estimated window, email support@pawsomely.shop with your order number. We open an investigation with the carrier. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we remake and resend your gift free of charge or give you a full refund, whichever you prefer. More detail is on our Shipping & Delivery page.
If tracking says delivered but you cannot find it
- Look around your property: porch, garage, side door, mailbox, parcel locker or behind plants.
- Ask neighbours and, for apartments, the building reception or mailroom.
- Check for a delivery card and contact your local post office or carrier depot.
- Wait one more business day; parcels are sometimes scanned as delivered a little early.
If it still has not turned up, contact us within 60 days of the delivery date. We will check the carrier’s delivery details with you and help find a solution.
If you need to change the address
Within 24 hours of ordering, we can change the shipping address for free. After the parcel ships, we can ask the carrier to redirect it, but we cannot guarantee it. If a parcel comes back to us because of an address problem, we reship it as soon as you confirm the correct address. See Cancel or Change an Order.
Orders with more than one parcel
Most orders arrive in one parcel. Sometimes, for example when an order contains a blanket and an ornament, items ship separately so nothing waits longer than necessary. Each parcel has its own tracking details in your shipping emails, and split shipping never costs you anything.
Tracking a gift sent to someone else
When you send a gift directly to a friend or relative, the tracking emails come to you, the buyer. That lets you keep an eye on the surprise without spoiling it. If the recipient is not home when the parcel arrives, they may receive a delivery card from the carrier; you might want to give them a gentle heads-up that “something is coming” around the estimated delivery date.
Customs for Canada, Australia and New Zealand
Parcels to these countries cross a border and may be inspected by customs. The destination country may charge import duties or taxes, which are paid by the recipient. If your tracking shows a customs hold, look out for a message or card from the carrier explaining what is needed and respond quickly so the parcel can continue. If you are unsure what a notice means, forward it to us.
When the form above does not find your order
- Use the order number only, without the “#” sign or extra spaces.
- Use the same email address you typed at checkout. If you have several addresses, try each one.
- If you ordered in the last few minutes, wait a moment and try again.
- Still nothing? Email us with your name and order date, and we will check it for you.
Example journeys
An ornament to Texas
Ordered Monday morning. The status shows Processing until Wednesday, when the ornament is packed and the shipping email arrives. The tracking page says “label created” until Thursday, then the first scan appears. The parcel arrives within the usual 7-14 business days of transit.
A memorial blanket to Ontario
Ordered on a Thursday. Shipped the following Monday. Tracking moves quickly to the border, then pauses for three days with “held by customs”. Grandma receives a card asking for a small import charge, pays it and the parcel is delivered two days later. Nothing was wrong; customs checks are part of international delivery.
Two mugs to Perth
Ordered on a Friday evening, so processing starts on Monday. After the international flight, tracking shows a hand-over to the local postal service with a new reference number. The parcel arrives within the estimate. If tracking had not moved for 7 business days at any point, the customer could have emailed us and we would have opened an investigation.
A doormat with a missing name
The order notes listed one dog, but the “Number of Pets” option said two. The status changes to On hold and we email a question within 24 hours on business days. The customer replies with the second name, the order returns to Processing, and the 1-3 business day processing time starts again from the reply. A quick answer keeps the delay to a minimum.
Keeping your tracking emails safe
Our emails come from the pawsomely.shop domain. Add support@pawsomely.shop to your contacts so tracking emails reach your inbox. Be careful with text messages or emails that claim to be from a carrier and ask you to pay a small “redelivery fee” through a link; these are a common scam. Real customs or duty charges are explained by the carrier or customs authority, and if you are ever in doubt, forward the message to us before paying anything.
Need help with an order?
Email support@pawsomely.shop or use the Submit Ticket page with your order number. Our Refund Policy, Returns & Exchanges page and FAQs answer most other questions. We reply within 24 hours on business days. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.