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\nEnter your order number (from your confirmation email) and the email address you used at checkout to see the current status of your order.
\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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A Native Heart Tee order is tracked in two stages, and it helps to know which one you are looking at. The form above shows the status of your order with us: whether it has been received, sent to a print partner, or shipped. Once it ships, the carrier’s tracking shows the parcel’s journey from the print partner to your door. Both are useful, but they answer different questions: “Has my order been made yet?” and “Where is my parcel now?”
\n| Status | \nWhat it means | \nWhat happens next | \n
|---|---|---|
| Pending payment | \nThe order was started but payment has not been confirmed | \nComplete payment, or place the order again if the payment failed | \n
| Processing | \nPayment received; your items are queued or being printed | \nProduction usually takes 2–5 business days | \n
| On hold | \nWe need to check something, such as an address or a payment review | \nWe email you; please reply so we can continue | \n
| Completed | \nYour order has shipped; tracking has been emailed | \nFollow the carrier link in your shipping email | \n
| Cancelled | \nThe order was cancelled at your request or could not be produced | \nA refund is issued within 7 days of the cancellation | \n
| Refunded | \nA full refund has been issued | \nYour bank shows the credit after its own processing time | \n
An order that contains several products made by different print partners may show as completed once all its parcels have shipped, even if some arrive a few days apart.
\nEach carrier uses its own wording, but most statuses fall into one of these groups:
\n| Carrier message | \nUsual meaning | \n
|---|---|
| Label created / Pre-shipment / Shipping information received | \nThe print partner has created the label; the carrier has not scanned the parcel yet. This can last 1–2 days. | \n
| Accepted / Picked up / Origin scan | \nThe carrier has the parcel. | \n
| In transit / Arrived at or departed facility | \nThe parcel is moving between sorting centres. Gaps of a day or two between scans are normal. | \n
| Processed through customs / Held by customs | \nInternational parcels only: the parcel is being cleared in the destination country. | \n
| Out for delivery | \nIt is on the local delivery vehicle and should arrive that day. | \n
| Delivery attempted / Notice left | \nNo one could receive it, or it did not fit the mailbox. Follow the carrier’s instructions. | \n
| Delivered | \nThe carrier reports delivery to the address or a nearby safe place. | \n
| Return to sender | \nThe parcel could not be delivered and is coming back to us. We will contact you. | \n
When each parcel ships, we email a shipping confirmation to the address used at checkout. It contains the carrier name and a tracking link. If you created an account, the tracking details also appear in your order history. If you cannot find the email, check your spam or promotions folder for messages from Native Heart Tee, or enter your order number in the form above.
\nFor planning, here is how long each stage usually takes. Full details are on our Shipping & Delivery page.
\n| Stage | \nUnited States | \nCanada, Australia, New Zealand | \n
|---|---|---|
| Production | \n2–5 | \n2–5 | \n
| Label to first scan | \n1–2 | \n1–2 | \n
| Transit | \n3–7 | \n6–12 | \n
Sometimes a label is printed at the end of production and the parcel is collected by the carrier the next business day. If the status has not changed after 3 business days, email us and we will check with the print partner.
\nParcels travelling long distances, especially across borders, can go several days without a scan. This is normal and usually resolves itself. If there has been no movement at all for 7 business days, contact us and we will ask the carrier to investigate. If they cannot locate the parcel within 5 business days, we reship or refund your order.
\nCustoms in Canada, Australia and New Zealand may hold a parcel to assess import charges. If the carrier asks you to pay duties or tax, or to provide information, follow their instructions; those charges are the recipient’s responsibility, as explained on our Shipping & Delivery page. If you are unsure whether a request is genuine, forward it to us before paying.
\nCheck around your entrance, mailbox, parcel locker and with neighbours or others at the address, and wait one more day. If it still has not appeared after two days, email us. We will open a claim with the carrier and keep you updated.
\nIf your order includes items from different product types, for example a hoodie and a mug, they may be made in different places and ship separately. Each parcel has its own tracking number, sent in its own email. If only part of your order has arrived, check whether a second shipping email is waiting in your inbox before you contact us.
\nIf you sent an order to someone else, the shipping emails come to you, not to the recipient, so you can keep the surprise. You can forward the tracking link to them if you wish. If you realise the address is wrong, contact us at once; within 24 hours and before printing we can usually fix it, as explained on the Cancel or Change an Order page. After shipping, only the carrier can redirect a parcel.
\nLinda ordered a moonlit wolf hoodie on a Tuesday for her husband’s birthday. On Thursday the form above showed “Processing”, which meant the hoodie was being printed. On the following Monday she received a shipping email; the carrier page said “Label created” until Tuesday morning, then “Accepted” and “In transit”. It arrived on Friday, eight business days after ordering, comfortably inside the estimate. Nothing was wrong at any point; each pause was simply a normal step.
\nA customer in Winnipeg ordered a sherpa blanket. After shipping, the US carrier showed regular scans for four days, then nothing for five days while the parcel crossed the border. A “Processed through customs” scan appeared next, followed by the Canadian postal service taking over with its own updates. Gaps like this are the most common reason people write to us about international orders, and they almost always resolve themselves within the 6–12 business day transit estimate.
\nAnother customer saw “Delivered” on a Wednesday afternoon, but there was no parcel. The next morning it was in her mailbox: the driver had scanned it at the end of the route the day before. That is why we ask you to wait one more day and check with neighbours before reporting a missing parcel. If it had not appeared, we would have opened a claim with the carrier straight away.
\nWhen you report a stuck or missing parcel, we contact the carrier with the tracking number and ask for a trace. While we wait, you do not need to do anything. We write to you as soon as the carrier responds, or after 5 business days at the latest. If the parcel is found, we tell you when to expect it. If it is not, you choose between a free reprint and reshipment or a full refund of the lost items, issued within 7 days. If the parcel turns up after we have sent a replacement, you are welcome to keep both, or give the extra one to someone who will enjoy it.
\nEmail support@nativehearttee.com with your order number. We reply within 1 business day, Monday to Friday, Pacific Time. Ready-made subjects are on our Submit a Ticket page, and our Refund Policy explains what happens if a parcel is lost.
\nCheck that you entered the order number without the # symbol and the same email address used at checkout, with no extra spaces. If it still does not work, email us and we will look it up by name.
\nWe cannot choose a delivery date, but many carriers let you manage delivery through their own website or app once the parcel is in their network, for example to hold it at a post office.
\nYes. International parcels often travel with one carrier in the United States and are handed to a local postal service in Canada, Australia or New Zealand. The tracking number may change or a second number may appear on the carrier’s page.
\nUsually not; busy seasons and all-over printed items can take longer. But if it has been more than 7 business days, email us and we will check with the print partner and give you a firm update the same business day.
\nEither all items are in one parcel, or the other items have not shipped yet. Each additional parcel gets its own shipping email when it leaves the print partner.
\nThe form above shows order status and items only to someone who knows both the order number and the email address used, which keeps your details private.
\nWe send tracking by email. Some carriers offer text alerts on their own tracking pages once you enter the tracking number there.
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