Understanding Your Order Status
From time to time, we get the same question: "Where is my order?"
When you create an account online, you can log-in at any time to see your order status, past orders, and address details.
As most of you know already, we do not have live inventory on our site. This means that all items appear available for purchase regardless if they are out of stock or not. Since this can cause understandable inconveniences, we are working to create a site with live, up-to-date inventory. This means that if something is out of stock in all of our warehouses, you will not be able to add it to your shopping cart.
In the meantime we are in a "testing phase". During this time, these are some of the statuses you will come across:
When an order is first placed, it will remain as "Awaiting Fulfillment" until a Customer Service Representative (CSR) verifies address information & payment method.
Once the order is submitted to our warehouse, the order status will be changed to "Pending".
This is what you will see until the order has been shipped and a tracking number from Purolator is received.
Once a # has been issued for your package(s), your order status will be updated to "Shipped".
If you notice that your order has been stuck on "Awaiting Fulfillment" or "Pending" for a couple business days or more, it could be for a couple of reasons:
1. We tried to contact you by email and/or phone about an issue and have not heard back yet
2. The warehouse is running behind schedule and cannot pack and ship orders fast enough. We usually hit this bottleneck on Mondays, or after a holiday/long weekend.
Please take note of the date and time the order was placed and keep in mind that orders are only processed on Monday-Friday, 8AM-4PM PST. Check your email regularly, and take a peek in your junk or spam folder in case our correspondence has ended up in there.