Home > Customer Service >  Frequently Asked Questions About Order Status

 Frequently Asked Questions About Order Status 

UPS says my tracking number cannot be found in the system. Is my package lost?

Tracking numbers are not “trackable” until they are scanned at the UPS depot. This can take up to 48 hours from the time it leaves our warehouse. If your package shipped more than 48 hours ago and your UPS tracking number comes up as “not valid,” give us a call or send an e-mail and we’ll investigate.

 

There’s no tracking number on my order. How can I track my package – and how long will it take to arrive?

This means your order was not shipped by UPS. Instead, it was shipped by another method, such as the U.S. Postal Service. (The shipping method is indicated on the Package Information section of your online order status.) Orders shipped by Priority Mail will reach their destination in about 2 to 4 days. Orders shipped by standard mail (USPS) will arrive within 6 to 12 business days, depending upon the distance from our Vermont warehouse. (Orders to destinations outside the contiguous U.S. will take longer to arrive. For details, click here.)

 

Some of the items in my order are back-ordered. When will I get them?

The date that is shown next to your back-ordered item is when the product is expected into our warehouse. When back-ordered items arrive, they are inspected for quality and then shipped. This usually takes about 48 hours. When the shipment leaves our warehouse, you will receive an e-mail confirmation, which will include the ship method and – if your order is being shipped by UPS – a tracking number. You can always find the current status of your order by going to our web site by clicking here

 

My order status says that one of the items I ordered will be “scheduled to ship.” When will I get it?

The status “scheduled to ship” indicates that the items is shipping directly to you from one of our suppliers. Delivery generally takes 5-7 business days.