Topics covered in this support article:
- Are you seeing any delays with shipping my order?
- Are there any delays once my order has shipped?
- What about my fitness order?
- Where can I find the status of my order?
- Why does it say my order is "pending"?
- Can I cancel, change my address, or edit my order?
- My package was "delivered" but I can't find it. What now?
We know how exciting it is to get packages, and we're happy you've chosen us to be a bright spot on your doorstep and in your mailbox! We're working hard to get your orders out to you and we're beyond grateful for your patience in this ever-changing world. Because of this, we want to give you a one-stop shop to answer your burning questions and keep you well-informed.
Please take a look at some of the common questions we're being asked so we can keep you up to speed about what to expect with your recent order:
Are you seeing any delays with shipping my order?
Our fulfillment team is hustling to get your packages out quickly! Orders ship within two (2) business days of being placed. We process orders quickly, so we are unable to guarantee changes after an order is submitted.
Once your order has shipped, you can expect a confirmation email with your tracking information so you can keep an eye on it from there.
Our warehouse operates Monday through Friday and is closed on weekends.
Are there any delays once my order has shipped?
International carriers are currently seeing shipping delays, and this is two-fold. First, there has been a significant increase in orders shipping to both individuals and essential businesses across the world. And second, there is a necessity to ensure the safety and needs of their workers, understandably so!
Transit speeds will also depend on the carrier selected at checkout. All services offer an expected delivery estimate before committing, so you can make the best decision for what you're needing. These estimates will not include any possible weather delays, so keep that in mind when making your selection, if needed.
What about my fitness order?
These items are also shipping within two (2) business days. Fitness items ship separately so if you've ordered more than one (1) piece, you may see them ship on different days. Don't be alarmed, this is normal.
Be on the lookout for more than one shipping confirmation email/tracking number if there is more than one piece in your order.
Where can I find the status of my order?
You'll receive two emails from us, one as your order is confirmed and one as your order ships. Once it's with the carrier, you can track it in a few different spots; through the tracking information provided in your shipping confirmation email, or by using our handy Order Status tool! All you'll need is the email address and the zip/postal code used for the address.
Why does it say my order is "pending"?
All confirmed orders will remain in pending status until it's been packed and is set to leave with the carrier. Pending means that the order is in the queue to be fulfilled and prepped for shipping.
Can I cancel, change my address, or edit my order?
If your order has just been placed and not yet shipped, our Customer Experience team may be able to help you out, but please act fast! Once the order has been released for shipping, we cannot cancel or make edits to an order, including address corrections.
My package was "delivered" but I can't find it. What now?
This can happen from time to time, but we're here to help! First, please wait 24 hours before reaching out. This could be the result of the package being scanned as "delivered" a little early in the delivery route. Also take a look at the shipping address provided (found in the order confirmation email) to ensure that what we had is complete and correct.
If the carrier was USPS, be sure to check your mailbox and/or parcel locker and not just on your doorstep. If the carrier was UPS, look around the address, including all entrances, and behind anything that could 'hide' the package from passers by. Please note, UPS SurePost is a combination of UPS pick-up and USPS drop-off.
Still no package? Give us a shout and let us help!
Thank you for being a part of the Onnit so we can stay healthy and strong together!