How do I check my order’s status?
Sign into your account and then click the My Account button located in the top right corner of the site. Then, select the My Orders tab. Here, you can search for an order by date or ROES/WEB number.
Under the "Status" column, you will see one of the following updates of your order:
Open- Your order is being produced and making its way through our lab.
Hold- Your order is on hold due to a special instructions note or a production inquiry. For all orders that are on hold or go on hold, our Customer Service team will be reaching out to you to discuss the details.
Shipped with a tracking number- Your order has been fulfilled and labeled for shipment. Please note, upon clicking the tracking number, you will be taken to Google initially to "Track a Package". You will see a prompt that states "Track via (carrier name)". Simply click on that prompt to be taken to the direct tracking page on the respective carrier's website. In some instances, you may notice multiple carriers listed. Please choose the option for either FedEx or USPS. These are the only two carriers that we use to ship packages.
Here is an example screenshot:
IMPORTANT: The day the tracking number is posted or the tracking email is received, you will not see any tracking updates just yet. Instead, you may initially see the two prompts below depending on whether it was shipped via USPS or FedEx:
"Shipping Label Created" means the shipping label was just created.
"Not found" means that a shipping label was just created but has not yet registered with FedEx. "Shipment information sent to FedEx" means the shipping label has been registered with FedEx.
All packages are picked up from the lab by our carriers, at the end of the day. Once the package has been picked up and scanned at the local sort facility, you will begin to see tracking updates!