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Order Status
When will my order be shipped?
  You can get the current status of your order by going to Your Account page and clicking on the Review orders / track packages link. Here you will be able to review the current status of all of your orders.

As your order works it way through our production, packaging and shipping process the status of your order will be updated on our website. Below is a list of the various statuses that may be displayed with your order and what they mean.

Status Meaning How Long At This Stage?
New We have received your order. It is pending initial review. Your order is usually reviewed the same day it was received. If it is a weekend or holiday, it will be reviewed the next business day.
Pending Your order has been reviewed, but we need more information from you before it can be released for processing.

You should have already received an email from us if this is the current status of your order.
Your order will remain at this stage until we hear back from you.
Awaiting Payment We are waiting to receive your wire transfer, check, money order or faxed credit card details. Your order will remain at this stage until we receive payment.
Payment Declined Your credit card was declined for this order. Your order will remain at this stage until we receive payment.

You can select a different payment method, or retry the same or new credit card by going to your Order History page, clicking on the View Order button next to your order, and then selecting the Change button below the Payment heading.
Processing Your order has been released to production and fulfillment to be processed. The length of time that your order is at this stage will depend on the availability and production time for the items that you ordered.

If your order has been at this stage for longer than you expected, please do not hesitate to contact us to find out what might be holding up your order.
Ready To Ship All of the items are in stock and your order is ready to be shipped out. At this point your order is in our shipping area and is just waiting to be packed.

Usually most orders are at this stage for less than 1 business day, but it can take up to 3 business days on occasion.
Partially Shipped We shipped some of the items in your order. We will partially ship some orders on occasion. The balance of your order will be shipped as soon as we receive inventory for the rest of your items.

To see a list of the items that have been shipped go to your Order History page and click on the View Order button next to your order.

An order can remain at this status for some time while we are waiting for back ordered items to arrive.

If your order has been at this stage for longer than you expected, please do not hesitate contact us to find out when the balance of your order will be shipped.
Shipped Your complete order has been shipped. We have shipped all of the items in your order. If your order was shipped using a trackable shipping option, you will receive an email from UPS or the post office with your shipment tracking number.
See Order Notes You need to review the notes about your order for special information or instructions. You can see the notes for your order by going to your Order History page and clicking on the View Order button next to your order.
Partially Returned Some of the items in your order were returned. We have received one or more items that you have returned. You should have received an email message with details about your return.
Returned Your entire order was returned. We have received all of the items in your order. You should have received an email message with the details about your return.

How do I change quantities or cancel an item?
  As long as the status of your order is New, Pending, Payment Declined or Awaiting Payment, you can modify ordered quantities and cancel items by going to the Change quantities / cancel orders page to edit your order details.

Once the status of your order has been changed to Processing, Ready To Ship, Pending Shipment, Partially Shipped or Shipped, you will no longer be able to make changes to your order using our online system. Instead you will need to contact us to find out if it is still possible to make changes to your order in our production system.
How do I track my order?
  Click the My Account link at the top right-hand side of our site to get the current status of your order.

If some or all of your order has been shipped, and if it was shipped using a trackable delivery service, a tracking number will be automatically emailed to you by either UPS or the post office.
My order never arrived.
  Click the My Account link at the top right-hand side of our site to confirm that some or all of your order has actually been shipped. If it has not been shipped yet, and if your order status has been at "Processing" longer than you expected, please do not hesitate to contact us to get an update for your order.

If some or all of your order has been shipped, then the delivery time will depend on the shipping option you purchased when you entered your order. Below is a table showing the typical delivery times for the shipping options we offer.

If the shipping option your purchased is trackable, then you should have received an email from UPS or the post office with your tracking number. Please let us know if you did not receive a tracking number.

US Destinations
Service Name Carrier Typical Ship Time * Trackable
Small Packet Surface Post Office 6 to 12 Days No
Small Packet Air Post Office 4 to 10 Days No
Expedited Post Office 6 to 12 Days Yes
XpressPost Post Office 3 to 5 Days Yes
UPS Standard UPS 3 to 5 Days Yes
UPS 3 Day Select UPS 3 Days Yes
UPS Expedited UPS 1 to 3 Days Yes
UPS Express UPS Next Day Yes
UPS Express Early A.M. UPS 10:00 A.M. Next Day Yes
 
Canadian Destinations
Service Name Carrier Typical Ship Time * Trackable
Regular Parcel Service Post Office 2 to 12 Days No
Expedited Post Office 1 to 11 Days Yes
XpressPost Post Office 1 to 3 Days Yes
UPS Standard UPS 3 to 5 Days Yes
UPS 3 Day Select UPS 3 Days Yes
UPS 3 Expedited UPS 1 to 3 Days Yes
UPS Express UPS Next Day Yes
UPS Express Early A.M. UPS 10:00 A.M. Next Day Yes
 
International Destinations
Service Name Carrier Typical Ship Time * Trackable
Small Packet Surface Post Office 4 to 6 Weeks No
Small Packet Air Post Office 6 to 10 Days No
Surface International Post Office 4 to 6 Weeks Yes
Air International Post Office 6 to 10 Days Yes
XpressPost Post Office 4 to 7 Days Yes
UPS Worldwide Expedited UPS 3 to 5 Days Yes
UPS Worldwide Express UPS 1 to 3 Days Yes
UPS Worldwide Express Plus UPS 1 to 2 Days Yes
* Shipping times are in Business Days. Postal shipping times are on average and are not guaranteed. Postal shipments can be delayed from time-to-time.
An item is missing from my shipment.
  Check the status of your order in Your Account to be sure that all of the items have been shipped. We will sometimes back-order some items and ship the missing parts later.

If all of the items have been shipped, be sure to carefully check all of the packaging in the box to be sure the missing part is not hiding in the packaging somewhere. If you have confirmed that the part is actually missing, please contact us and we will arrange to ship the missing part(s) to you right away.
When will my backorder arrive?
  It will depend on the item(s) that has been back ordered. Your best option is to contact us and we will give you our best estimate as to when the balance of your order will be shipped.

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