Order Tracking
Last updated: November 9, 2026
Use the form above to check where your Kitden order is. Enter your order number and the billing email you used at checkout, and the page shows the order’s current status and the items in it, including the lettering you typed. Below the form, this page explains where to find those details, what each status means, how long each stage normally takes, and what to do if a parcel seems stuck. If you need a person, email support@kitden.shop; we reply within 24 hours on business days.
Where to find your order number
Your order number is in the subject line and at the top of the order confirmation email we send right after checkout. It is a number with the # sign in front of it. Enter it in the form without the # sign. If you cannot find the email, search your inbox, spam and promotions folders for “Kitden” or for support@kitden.shop. If you created an account, your order list in My Account shows every order number too.
Which email address to use
Use the billing email entered at checkout. If you typed it with a mistake, the form will not find the order; email us from any address with your name, the order date and what you bought, and we will look it up.
How long each stage takes
| Stage | Normal timing | What is happening |
|---|---|---|
| Order placed | Day 0 | Confirmation email sent; your 24-hour change window starts |
| Change window | First 24 hours | You can change lettering, size, colour or address, or cancel, by email |
| Processing | 1-3 business days | Your order is prepared; lettered items get your exact text |
| Shipped | After processing | Parcel leaves the USA; tracking emailed when available |
| In transit | 7-14 business days | Parcel travels to the US, Canada, Australia or New Zealand |
| Delivered | End of transit | The carrier marks the parcel delivered; your 60-day return window starts |
Business days are Monday to Friday, not counting public holidays. An order placed on a Saturday starts processing on Monday. To estimate your total, add 1-3 business days of processing to 7-14 business days in transit.
What each status means
| Status | Meaning | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed | Check your payment method or email us; the order will not be prepared until payment is confirmed |
| On hold | We are waiting for something, such as a payment check or an answer from you | Look for an email from us and reply to it |
| Processing | Payment is confirmed and your order is being prepared | Nothing; within 24 hours of ordering you can still email changes |
| Completed | Your order has been prepared and handed to the carrier | Watch your email for tracking when available |
| In transit | The carrier is moving your parcel; scans may be days apart, especially across borders | Wait for the transit window; scans can pause while a parcel crosses a border |
| Out for delivery | The parcel is with the local driver | Make sure someone can receive it, or that the mailbox is accessible |
| Delivered | The carrier reports the parcel delivered | If you cannot find it, check around the property and with neighbours, then email us |
| Delivery exception | The carrier hit a problem: address issue, failed attempt or held parcel | Follow the carrier’s notice if there is one, and email us with your order number |
| Cancelled | The order was cancelled, by you within 24 hours or by us after contacting you | A full refund is issued to the original payment method |
| Refunded | Money has been sent back | Allow your bank or payment provider time to show it |
Reading tracking updates
When tracking is available, the link in our email opens the carrier’s page. Carriers write their scans in their own words, so you may see phrases like “label created”, “accepted”, “arrived at facility”, “departed”, “customs” or “in transit to next facility”. A few things are normal and do not mean anything is wrong:
- “Label created” for a day or two. The label is printed before the carrier’s first scan.
- Several days without a new scan. Parcels are not scanned at every step, especially on long routes and international legs.
- A handover to a local carrier. On orders to Canada, Australia and New Zealand, the parcel may switch to a local carrier with a new tracking number shown on the original page.
- Customs scans. International parcels can pause while they clear the destination country’s checks.
If your parcel seems late
First, add up the window: processing of 1-3 business days plus transit of 7-14 business days, counting only Monday to Friday. If today is still inside that window, the parcel is almost always simply on its way. If you are past it, or the tracking has not changed for an unusually long time, email us with your order number and we will look into it with you. We check the carrier information and tell you what we find and what we can do next. We cannot speed up a carrier, but we will stay on the case and keep you updated in the same email thread.
If tracking says delivered but you do not have it
- Check around the delivery address: porch, side door, garage, mail room, parcel locker.
- Ask neighbours and anyone else in the household.
- Check that the shipping address on your confirmation email is correct.
- Wait one more business day; carriers occasionally mark a parcel delivered shortly before it arrives.
- Email us with your order number. We will look into it with you and help.
If the address was wrong
Within 24 hours of ordering, email us the full corrected address and we update the order. After the parcel has shipped, we may not be able to change the destination, but email us anyway and we will check what the carrier allows. If a parcel comes back to us because of an address problem, we will contact you to decide what happens next.
Orders with several items
Most orders ship together. If an order is ever split into more than one parcel, each one has its own tracking, and our email will say so. A lettered item and a blank item in the same order are prepared together within the 1-3 business day processing window.
Orders to Canada, Australia and New Zealand
Shipping is free to all four countries and the transit window is the same 7-14 business days. Cross-border parcels can show longer gaps between scans. Whether any import duties or local taxes apply depends on the destination country and its rules; if the carrier asks you for a payment, email us with the notice and we will help you understand it.
Gifts
If you sent the order to someone else, the tracking comes to you, the person who ordered, at the checkout email. You can share the tracking link with the recipient if you want them to watch for it.
Frequently asked tracking questions
Why does the form say it cannot find my order?
Check the order number without the # sign, and use the billing email from checkout. If it still fails, email us and we will check it by hand.
When will I get a tracking number?
After processing, when tracking is available for the parcel. Processing takes 1-3 business days.
Can I change my lettering now that it is processing?
Changes are accepted within 24 hours of ordering. After that, email us anyway; we will tell you honestly whether it is still possible.
My order is processing longer than three business days. Is that normal?
It should not be. Email us with the order number and we will check right away.
Can I pick up my order instead?
No. Every order is shipped; our Troy address is not a pick-up point.
A worked example
Say you order a Custom Lace-Up Collar Hockey Sweater on a Tuesday evening with the name HALVORSEN and the number 19. Your confirmation email arrives within minutes and lists both fields. On Wednesday morning, still inside the 24-hour window, you realise the number should be 91, so you reply to the confirmation with “please change the number from 19 to 91” and we confirm the change in the same thread.
Processing runs Wednesday to Friday at the latest, three business days. The order status moves to Completed when the parcel is handed to the carrier, and tracking arrives by email when it is available. The weekend does not count, so transit days start again on Monday. If the parcel is heading to a US address, it will normally land between seven and fourteen business days after it left; to Canada, Australia or New Zealand the window is the same, though scans may be further apart. In the very slowest case, that means about three and a half weeks from order to door, and usually a good deal less.
Keeping your parcel safe on delivery day
- Double-check the shipping address in your confirmation email, including the apartment or unit number.
- If your building has a mail room or a parcel locker, make sure the address includes whatever the building needs for the parcel to reach it.
- If you will be away, consider shipping to a workplace or a trusted neighbour; you can do this at checkout or by email within 24 hours of ordering.
- When the carrier leaves a notice instead of the parcel, follow its instructions promptly, because carriers hold missed parcels only for a limited time under their own rules.
If the parcel arrives damaged
Take photos of the outer packaging, the shipping label and the item before you throw anything away. Then email us with your order number and the photos. We reply within 24 hours on business days and explain what we can do. If the lettering on the item does not match what you typed, include a clear photo of the lettering; we compare it with the text saved on your order. Damage and lettering problems are handled under our Returns & Exchanges page.
What we do when you report a problem
Every report gets a written reply in the same email thread. We start by matching your message to the order and the fields you typed. For a parcel question, we check the carrier information and tell you plainly what it shows. For a delivered-but-missing parcel, we look at the delivery scan details the carrier provides and explain the next steps. For damage or a lettering difference, we look at your photos and the saved order. In every case, we tell you what we found and what happens next, and we stay with it until the question is closed. You never need to open a second ticket for the same order; just reply to the thread.
Planning around a date
Ordering for a tournament, a birthday or a season opener? Count backwards from the date: allow up to 3 business days of processing and up to 14 business days in transit, skip weekends and public holidays, and add a few days of margin. We cannot guarantee a delivery date, because carriers set the final pace, but ordering with that margin almost always gets the sweater there in time.
Privacy and tracking
The tracking form shows order details only to someone who has both the order number and the billing email, so keep your confirmation email private. Tracking information is shared with the carrier only as needed to deliver the parcel; the Privacy Policy explains this in more detail.
Related pages
- Shipping & Delivery: countries, timing and free shipping
- Cancel or Change an Order: the 24-hour window
- Returns & Exchanges and Refund Policy
- Help Center and Contact Us
Questions about a parcel: support@kitden.shop, with your order number in the message.