Order Tracking
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Tracking at a glance
- To track: enter your order number and the email used at checkout in the form above.
- Tracking number: emailed to you when your order leaves us.
- Timing: 1–3 business days to print and pack, then 7–14 business days in transit to the US, Canada, Australia and New Zealand.
- Late or missing? Email support@thecozyprint.shop with your order number — we reply within 24 hours on business days.
Waiting for a new blanket is a bit like waiting for the first cold evening of autumn: you know it is coming, and you want to know exactly when. This page helps you follow your order from the moment you place it to the moment it lands on your doorstep, explains what each status means, and tells you what to do if something seems stuck.
1. How to use the tracking form
- Find your order number. It is in the subject line and body of your order confirmation email (for example, “Order 1412”).
- Enter it in the Order ID field above, without the “#” symbol.
- Enter the billing email you used at checkout.
- Press Track. You will see your order’s current status, the items and personalisation notes, and any tracking details we have added.
If the form says it cannot find your order, double-check the email address — a typo at checkout is the most common cause. If it still does not work, email us with your name and the time you ordered, and we will look it up.
Tracking with an account
If you created an account when you ordered, sign in at My Account to see all your orders and their status in one place.
2. What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed | Complete payment at checkout, or email us if you think you already paid |
| On hold | We are waiting for something, such as photos mentioned in your order notes or an answer to our email | Check your inbox (and spam) for our message and reply |
| Processing | Your order is confirmed and is being printed and packed — 1–3 business days | Nothing; changes are possible only within 24 hours of ordering |
| Shipped / Completed | The parcel has left us and a tracking number has been emailed | Follow the tracking link |
| In transit | The carrier is moving your parcel — 7–14 business days | Expect quiet days at weekends and border crossings |
| Out for delivery | The parcel is on the delivery vehicle today | Make sure someone can receive it, or watch for a notice |
| Delivered | The carrier reports the parcel as delivered | Open it soon and check the print; contact us if anything is wrong |
| Delivery exception | The carrier could not deliver — address issue, nobody home, or a hold | Follow the carrier’s instructions, then email us if you need help |
| Cancelled | The order was cancelled, usually at your request within 24 hours | Your refund goes to the original payment method |
| Refunded | A refund has been issued | Allow your bank or payment provider time to post it |
3. Reading carrier tracking
Once your order ships, the tracking number in your dispatch email opens the carrier’s own tracking page. Carrier updates come from the carrier, not from us, and they do not always appear at a steady pace:
- Label created can appear a day or so before the first scan — the parcel is with the carrier but has not been scanned into its network yet.
- Quiet days are normal, especially at weekends, on public holidays and while a parcel is flying or crossing a border.
- Border updates for Canada, Australia and New Zealand may say “arrived at destination country”, “customs” or “handed to local carrier”. The tracking number may continue on a local carrier’s website.
- Estimated delivery dates on the carrier site are their estimates; our own estimate is about 8–17 business days from your order.
4. When to contact us
| What you see | What to do |
|---|---|
| No tracking email 3 business days after ordering | Check spam, then email us — we may be waiting for photos or information |
| Tracking has not moved for several business days | Email us with your order number; we check with the carrier |
| The 8–17 business day estimate has passed | Email us; we look into it and keep you updated |
| “Delivered” but you cannot find it | Check around the door, neighbours, mailroom and for a notice, then email us |
| Parcel returned to sender | We email you to arrange the next step |
5. Late or lost parcels
Most parcels arrive within the estimate. If yours has not, we want to know. Email support@thecozyprint.shop with your order number. We will check the carrier record, tell you honestly what we see and keep you updated. If the carrier confirms the parcel is lost, we will agree a fair solution with you, such as a reprint or a refund to your original payment method. Our Shipping & Delivery and Refund Policy pages explain more.
Example: “delivered” in Ontario, but not at the door
Say tracking shows your daughter’s blanket as delivered in Ontario, but she cannot find it. First she checks with neighbours and the building’s mailroom. If it still has not appeared, you email us with the order number; we open a query with the carrier and keep you both informed until there is an answer.
6. Orders with several parcels
If your order contains several items — a blanket, a pillow and sweatshirts for the whole family — they may arrive together or in more than one parcel. Each tracking number is emailed to you. Please wait until all parcels have arrived before assuming something is missing, and if the estimate has passed, email us.
7. Changing the address while in transit
We can change the shipping address only within 24 hours of ordering, before printing starts. Once a parcel is with the carrier, we cannot redirect it ourselves, but carriers often let you request a redirect, a hold or a pick-up point using the tracking number. If a parcel comes back to us because the address could not be used, we email you to arrange a resend or a refund.
8. Tracking a gift
When you send a gift directly to someone, the confirmation and tracking emails come to you, so you can follow the parcel without the recipient seeing the price. If it is a surprise, keep an eye on the “out for delivery” status so you can give them a hint to be home. For gifts to Canada, Australia and New Zealand, the carrier may contact the recipient about import charges, which depend on their country’s rules.
9. After delivery
Open the parcel soon and check the print against your order notes. If something is damaged or printed differently from what you wrote, email us with photos for a reprint or refund. If it is simply not right for you, you have 60 days from delivery to return it with a free return label — see Returns & Exchanges.
10. A typical timeline, day by day
| When | What you will see |
|---|---|
| Monday | Order confirmation email; status Processing (or On hold if we are waiting for photos) |
| Until Tuesday at the same time | Your 24-hour window to change or cancel |
| By Thursday | Printing and packing complete (1–3 business days); dispatch email with tracking number |
| The following 7–14 business days | Carrier scans: accepted, in transit, possibly customs for Canada, Australia or New Zealand, out for delivery |
| Delivery day | Status Delivered; time to unfold your new blanket |
Weekends and public holidays are not business days, so they stretch the calendar time without changing the business-day count.
11. Tracking questions
Why does my tracking link say “not found”?
Carriers sometimes take a day to load a new tracking number into their system. Try again the next day. If it still says “not found” after two business days, email us.
Why does my status still say Processing after two days?
Printing and packing take 1–3 business days. If it has been longer, check whether we emailed you about missing photos or details — the order waits until we hear back.
Can you give me an exact delivery date?
We give an estimate of about 8–17 business days from ordering. The carrier’s tracking page may show its own estimated date once the parcel is moving.
The tracking shows another country. Is that normal?
For Canada, Australia and New Zealand, parcels pass through sorting hubs and customs, and updates may name places along the route. Your address is not affected; the parcel is simply on its way.
Can someone else track the order?
Anyone with the order number and the billing email can use the form above. If you are sending a gift, you can forward the dispatch email to the recipient once you are happy to share it.
Do I need to sign for my parcel?
That depends on the carrier and the destination. If a signature is needed and nobody is home, the carrier normally leaves a notice explaining how to collect the parcel or arrange redelivery.
I never received a confirmation email. Did my order go through?
Look in your spam and promotions folders first. If you were charged but there is no email, the address may have been mistyped at checkout. Email us with your name, the time you ordered and the approximate amount — never card details — and we will find the order and resend the confirmation.
Will I get an email when my parcel is delivered?
Delivery notifications depend on the carrier. Some send texts or emails directly; others only update the tracking page. Checking the tracking link on the expected days is the most reliable way to know.
My tracking shows a delivery attempt. What now?
Follow the instructions on the carrier’s notice or tracking page to arrange redelivery or collection. Parcels left uncollected for too long may be returned to us; if that happens, we email you to arrange the next step.
Can I see what personalisation I wrote?
Yes. The tracking form above and your confirmation email both show the order notes exactly as you typed them. If you notice a mistake within 24 hours of ordering, email us the full corrected line straight away. After that, the item may already be printed, but the 60-day return window with a free label still applies once it is delivered.
12. Help
Email support@thecozyprint.shop or use Submit a Ticket. We reply within 24 hours on business days. Quick answers are in the FAQs and the Help Center.