Track Your Order
Your tracking number is in your shipping confirmation email. Open that email and use the tracking number and link inside it to follow your parcel with the carrier.
You should receive two emails from us. The first is your order confirmation, sent as soon as you place the order. The second is the shipping confirmation, sent when the parcel actually leaves us, and that is the one with tracking in it. If you only have the first, your order has not shipped yet.
If you cannot find either email, check your spam folder and, in Gmail, your promotions tab. Automated store emails often land there. If it is genuinely not there, email support@ellerand.com with the name and email address you ordered under and we will resend it.
Give it 24 to 48 hours before you worry
Tracking normally takes 24 to 48 hours to start showing scans. That wait is normal, so here is what is actually happening.
A tracking number is created at the moment your order is packed and labeled. It is real from that second, but the carrier's system has nothing to report until one of their staff physically scans the parcel into the network. That first scan can happen a day or two after the label is made, depending on pickup schedules and how busy the depot is.
So for the first day or two, a tracking page that shows nothing, or shows only that a label was created, is completely normal. It is not a sign that your order was missed.
What each tracking status actually means
Label created, or awaiting item
We have packed your order and generated the shipping label. The carrier knows a parcel is coming but has not scanned it yet. Nothing is wrong. This status usually clears within 24 to 48 hours.
In transit
The carrier has your parcel and it is moving through their network. In transit covers a lot of ground, from sitting in a sorting facility to being on a truck between cities. Updates during this stage are not continuous. A parcel can go a day or two, sometimes longer on international routes and over weekends, with no new scan and still be perfectly on track.
Customs, or awaiting clearance
This appears on international orders only. Your parcel has reached the destination country and is waiting to be cleared for entry. Clearance times vary by country and are not something the carrier or we can speed up. If duties or import taxes are due, the parcel may be held until they are paid, and you will normally be contacted by the carrier or customs about it.
Out for delivery
The parcel is on a vehicle and is scheduled to be delivered that day. If it is not delivered by the end of the day, it usually goes out again on the next working day. This status can occasionally repeat over a couple of days when a route runs long.
Delivered
The carrier has scanned the parcel as handed over or left at the address. Where the carrier provides one, the scan may include a delivery location note such as front door, mailbox, or received by a person. If it says delivered and nothing is there, see below.
Exception, delay, or returning to sender
Something interrupted the delivery. Common causes are an incomplete address, a failed delivery attempt, weather, or unpaid import charges. Email us with your order number and we will look at the full carrier history and tell you what it means and what happens next.
If tracking has not moved in 10 business days
Gaps between scans are normal. A complete stop is not. Our rule is simple: if your tracking shows no movement at all for 10 business days, contact us.
Email support@ellerand.com with your order number, your tracking number, and the delivery address. We will open a trace with the carrier and follow it until there is an answer. Traces take a few days on the carrier side, and we will keep you posted while it runs.
If the parcel turns out to be lost, we will send a replacement or refund your order. You do not lose your order because a carrier lost it.
If it says delivered but nothing arrived
This is frustrating and it is usually solvable. Work through these steps in order.
- Look everywhere a parcel could have been left. Behind the door, the porch, a side or back entrance, the mailbox, a parcel locker, the lobby, the mailroom, or the front desk.
- Ask the people you live with, and ask your immediate neighbors. Carriers often hand a parcel to someone nearby when there is no answer at the door.
- Check the tracking detail for a delivery note. Some carriers record where the parcel was left or who signed for it.
- Wait 24 hours. Carriers sometimes scan a parcel as delivered while it is still on the vehicle and deliver it the next working day.
- If it has still not appeared, email support@ellerand.com with your order number and tracking number. We will pull the carrier record and work it with them. Some carriers will only accept a missing parcel report from the recipient, so we may ask you to file one as well, and we will tell you exactly how.
If your address was wrong
Email support@ellerand.com as soon as you realize, with your order number and the corrected address. If the order has not been packed yet we can usually change it. Once it has shipped we cannot redirect it, and we have to wait for the carrier to return it to us before we can send it out again or refund it.
If you want to return the product
Tracking and returns are separate things. You have 30 days from the date of delivery to ask for a refund. Returns must be authorized before you send anything back, so email support@ellerand.com first and we will issue the return instructions and the return address with your authorization. The full terms are in our Refund Policy.
How to reach us
Write to us with your order number and tracking number and you will get a real answer, not a script. If you have already checked the tracking, tell us what the last scan says and when it happened, and it will save a round of questions.
Email: support@ellerand.com
Phone: +1 205 287 9987
Ellerand, 29146 Renee St, Andalusia, AL 36421, United States
Delivery timings, international customs, and what happens to refused parcels are covered in full on our Shipping and Delivery page and in the Shipping Policy.