Waiting for an exciting order to arrive is one of life's greatest joys, but alternatively, having something happen to the order in transit is one of life's greatest frustrations. Even though we do everything in our power to make sure your order arrives safely and as quickly as possible, sometimes unexpected things happen. This article aims to walk you through those situations and help you get the help you deserve.  

Table of Contents

1. Confirm the Tracking Number is Correct
2. A Note About Split Shipments
3. If Your Order Seems Stuck
   1. Stuck in Pre-Shipment
   2. Stuck in Transit
4. If Your Order Is Marked as Delivered, but It Hasn't Arrived
5. Aftership Protection
6. Need More Help?

Confirm the Tracking Number is Correct

In case there's ever a temporary issue with our system, a good first step to try is to manually check the order's tracking number on the corresponding carrier's website. To find your tracking number, click the tracking link in your confirmation email.

This will then open the main Fellow tracking page:

To find the individual tracking number, scroll down to the bottom of the left column with the shipping updates in it. You'll find the tracking number at the bottom of the column, like in the screenshot below:

Copy the tracking number by clicking the "copy" icon (the two squares) and then submit it for tracking directly on the carrier's website. In. In case it's helpful, you'll find a matrix of how to identify the carrier your tracking number is associated with and where to track it directly below:

A Note About Split Shipments

Depending on what's included in an order, like larger products or coffees, the order may be split into multiple shipments. If that's the case, one part will likely arrive before the other and make it seem like you're missing something, when the rest is actually on the way. One way to check the tracking for split shipments is by clicking through the shipment options toward the top left of the tracking page.

Sometimes, it's not that part of an order is lost, it's just a little behind the items that arrived first. 

If Your Order Seems Stuck

Stuck in Pre-Shipment

Sometimes, an order will appear to be stuck in one of the various pre-shipment stages, like in the screenshots below:

It's important to note that it can take up to 48 hours (though in most cases it's 24 hours) for tracking to begin updating once an order ships. If you notice no movement on the tracking information after 72 hours, please let us know via the CX assistant chat in the bottom right corner of your screen! We'd love to help!

Stuck in Transit

It's possible for an order to be delayed in transit for a myriad of reasons, especially during the holiday season. However, we consider an order truly lost if the tracking information hasn't updated in 5 business days. If you notice no movement on the tracking information after 5 business days, please let us know via the CX assistant chat in the bottom right corner of your screen! We'd love to help!

If Your Order Is Marked as Delivered, but It Hasn't Arrived

While it's possible that an order that's marked as delivered but nowhere to be found is indeed lost, we've also experienced this be a result of situations like the ones below:

• A neighbor was holding onto the order without the recipient knowing
• The order was left in an uncommon location
• The order was left with a receptionist or building security
• The tracking was updated to the delivered status a day (or sometimes two) before the order was actually delivered

Any time you think your order is lost after being marked as delivered, it's worth doing the following...

• Confirm the address in the order confirmation is correct to rule out the order being sent to an incorrect location
• Check the tracking information on the carrier's website to see if there's any proof of delivery photo or specific information pertaining to where the order was left
• Check with the leasing office or security team if you live in an apartment or condominium building
• Check with neighbors to see if they saw anything, or better yet, have the order
• Check any personal home cameras (like doorbell cameras) to see if the item was stolen, or even delivered at all
• Wait a full 24 hours to see if the order is delivered the next day

If the order is still nowhere to be found, please let us know via the CX assistant chat in the bottom right corner of your screen! We'd love to help!

Aftership Protection

Aftership Protection is a service that can be purchased at checkout that insures your order during transit. If you purchased an Aftership Protection plan with your order, lost/missing orders are handled directly through the Aftership Protection team. 

For more information on this, please refer to our help center article here.

Need More Help? 

Ask our specially-trained CX assistant by clicking on the chat icon in the bottom right corner of this page. It will help you solve the issue or get you connected with someone from our Customer Experience team.