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?
- 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 working hard to get your orders to you as quickly as possible! Orders typically ship within one (1) business day of being placed. Because we process orders so quickly, we’re unable to guarantee changes after an order is submitted, and cancellations are generally not possible.
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?
Transit speeds will 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 need. These estimates will not include any possible weather delays, so keep that in mind when making your selection, if needed.
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 through the tracking information provided in your shipping confirmation email.
Can I cancel, change my address, or edit my order?
Once an order is submitted, we generally cannot guarantee changes or cancellations. If your order hasn’t shipped yet, our Customer Experience team may be able to assist—please contact us as quickly as possible. Once the order has entered the fulfillment process, we’re unable to make edits, 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!