Your Order Status
To view the status of your order log-in the website then go to MY ACCOUNT, VIEW ORDER STATUS.
* Completed checkout as a guest? Add a password to your guest account to access your order status & tracking number.
NOTE: New customers please allow 2-3 business days for processing, subject to payment method & delivery country. To understand why please refer to our security measures explained within the Payment Policy.
If our Order Update email is not received in your email in-box within 3 business days please check your spam and other folders because many free email service filter these message incorrectly.
Below are explanations of each order status:
Understanding your order status
Awaiting Payment - Your payment has not been received. If the order was paid using a PayPal account or credit card please refer to PayPal or your credit card company for more information. If the order was paid by bank deposit or internet transfer may take 1-2 business days to be received; the payment has not yet been received by us. If required please refer to the banking receipt to confirm the account details are accurate.
Order Received – Your order has been received. The billing details, shipping address and payment information is currently being verified. Subject to the payment method used and order size please allow 1-2 business days.
Processing Order – Your order has been confirmed and accepted. We are picking and packing the products ordered.
Awaiting Pickup by Carrier – The order has been processed and is awaiting collection by the carrier. It will be collected by the carrier from our warehouse on the carrier next schedule "pick-up" run. Please allow up to 1 business day.
Shipped – The order has been collected by the carrier and is now in transit. An Order Update email has been forwarded containing the parcel tracking details. If this email is not received in your "In-Box" within 1 business day of this status update please refer to your spam or similar folders because your spam filter has intercepted our email. As explained on checkout delivery can be expected within 10 business days. During December delays may be experienced. To track your order please click here.
NB: Does your order show "No tracking numbers are assigned to your order yet"? We explain on our shipping policy some orders must have the tracking details confirmed by the carrier. Whilst this does not impact delivery it can impact the advice of your tracking number. A separate email will sent in 2-3 business days containing your tracking number.
Manual Verification Required - For security reasons the address, contact information and (or) payment information require further confirmation. The order will commence processing once the verification process is completed. If the information provided with the order cannot be verified the order will be declined and the payment refunded, refer our Terms and Conditions.
NB: All fraudulent activities on this site are reported to the authorities.
Cancelled - At this time we are unable to complete your order. Either this is a duplicate order or unpaid ordered. If applicable, a refund has been processed to the original payment account.
Declined - For security reason the order has been refused. A refund has been processed to the original payment account.
Refunded - Either a return has been completed or a dispute finalised. A refund has been processed to the original payment account.
Disputed - We have received a payment dispute from your Credit Card company or PayPal and an investigation is underway. This may take 15-28 business days to complete. Any questions about the disputed transaction or dispute process should be directed to the Credit Card company or PayPal.