Orders and tracking
Following an order from placed to shipped, and what each status actually means.
Every order carries two separate statuses, because they answer two different questions.
Status
What happened to the sale. Set the moment the order is placed or decided.
Placed · Awaiting approval · Rejected · Cancelled
Shipment
Where it has got to in the warehouse. Updated as the work moves.
Order received · In production · Partially shipped · Shipped
Tracking numbers
When a shipment goes out, its tracking numbers appear on the order — in your account, in the portal, and on the private link in the buyer's confirmation email.
An order shipped in several boxes shows several numbers. Where we can link one to the carrier's own tracking page we do; where we cannot recognise the carrier, the number is shown as plain text you can paste yourself. A link that lands on "not found" is worse than no link.
Order numbers
The number on a confirmation is the real one our team uses. There is no separate web reference to translate, which means quoting it to us always works.
Occasionally a confirmation goes out before the number has been assigned. It says so plainly and the number follows by email — we would rather tell you it is coming than hand you a placeholder you would have to quote at us later.