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\nEnter your order number and the email address you used at checkout to see where your Stitchy Home order is: waiting for your proof approval, in the hoop, packed, or on its way with the carrier.
\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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Your order number appears in the order confirmation email we send the moment you check out, and again in the proof and shipping emails. It is also printed on the packing slip inside the parcel. If you created an account, every order is listed under My account. Use the email address you entered at checkout in the form above; if you ordered a gift for someone else, the recipient will not be able to look up the order with their own email, but they can write to us with the number from the packing slip.
\nCannot find any of our emails? Search your inbox, spam and promotions folders for “stitchyhome.com”. If nothing turns up, the email address may have a typo; write to support@stitchyhome.com with your name and the shipping address and we will find the order.
\nA personalised order has a few more stages than an ordinary parcel, because nothing is stitched until you have approved the design. Here is what each status on the lookup form, and in our emails, means for you.
\n| Status | \nWhat it means | \nWhat you should do | \n
|---|---|---|
| Pending payment | \nCheckout was started but the payment was not completed | \nReturn to checkout or place the order again; nothing has been charged | \n
| Processing | \nPayment received; we are preparing your stitch proof or waiting for your approval | \nWatch for the proof email within 1 business day and reply to it | \n
| On hold | \nWe need something from you, such as a clearer photo or the spelling of a name | \nCheck your email for our question and reply | \n
| Completed | \nStitched, packed and handed to the carrier; tracking number emailed | \nFollow the carrier link in your shipping email | \n
| Cancelled | \nThe order was cancelled at your request or because it could not be made | \nThe refund reaches your payment method within 7 days | \n
| Refunded | \nA refund has been issued for all or part of the order | \nAllow up to 7 days from approval for it to appear | \n
Once your parcel leaves us, the carrier’s tracking page takes over. Wording differs between carriers, but the stages are the same.
\n| Carrier status | \nMeaning | \nTypical next step | \n
|---|---|---|
| Label created / pre-shipment | \nWe have created the label; the carrier has not scanned the parcel yet | \nFirst scan usually within 24-48 hours | \n
| Accepted / picked up | \nThe carrier has the parcel | \nMovement to a sorting facility | \n
| In transit | \nMoving between facilities | \nScans may pause for a day or two between hubs | \n
| Customs / international processing | \nCrossing the border to Canada, Australia or New Zealand | \nRelease to the destination carrier; duties may be requested | \n
| Out for delivery | \nOn the delivery vehicle today | \nDelivery the same day in most cases | \n
| Delivered | \nThe carrier recorded delivery | \nCheck entrances, neighbours, reception and mailboxes if you cannot see it | \n
| Delivery exception / notice left | \nDelivery was attempted or delayed: no access, no one home, address problem | \nFollow the carrier’s notice or contact us with the order number | \n
| Return to sender | \nThe parcel is coming back to us | \nContact us to confirm the address; we reship once it arrives | \n
Tracking is not continuous. A parcel can show no new scan for one or two days while it travels between hubs, and international parcels often show a longer gap while they cross the border and wait to be scanned by the destination carrier. A pause is not a problem until it lasts 7 business days. Weekends and public holidays in the United States or the destination country also add quiet days.
\nContact us if tracking has not changed for 7 business days, or if the parcel has not arrived 7 business days after the end of the 7-14 business day transit window. Send the order number and the last tracking status you can see. We open an investigation with the carrier on your behalf, so you do not need to call them. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we stitch a replacement and send it free, or refund the order in full, whichever you choose. Refunds reach your original payment method within 7 days of approval. Full details are on our Shipping & Delivery page.
\nKeep the packaging and photograph the outer box, the shipping label and anything damaged inside, then email the photos with your order number. We send a replacement or refund in full, and in most cases you do not need to send the damaged piece back. See our Returns & Exchanges Policy.
\nWhen you ship a gift directly to someone, the tracking emails still come to you, the buyer, so you can follow the parcel without spoiling the surprise. If the recipient asks you where it is, the lookup form above works with your order number and your email address. If the recipient needs to contact us directly, the order number is printed on the packing slip.
\nInternational parcels show a customs stage when they enter the destination country. Most pass through without delay, but customs can hold a parcel for inspection or to collect import duties or taxes, which are paid by the recipient. If the carrier asks the recipient to pay charges before delivery, the notice will explain how. If a parcel is refused and returned to us, we refund the item price once it arrives back.
\nIf your order still shows Processing, it may be waiting for your proof approval rather than for us. Look for an email from us with the subject line mentioning your proof, sent within 1 business day of ordering. Stitching and shipping start only after you approve, so a quick reply is the fastest way to get the parcel moving. If you cannot find the proof, ask us to resend it.
\n| Day | \nWhat happens | \nStatus you see | \n
|---|---|---|
| Monday | \nYou place the order and receive the confirmation email | \nProcessing | \n
| Tuesday | \nThe stitch proof arrives; you ask for the name to be a little larger | \nProcessing | \n
| Wednesday | \nThe revised proof arrives and you approve it | \nProcessing | \n
| Wednesday to the following Monday | \nStitching, checking and packing, within 1-3 business days of approval | \nProcessing, then Completed with tracking | \n
| Following 7-14 business days | \nThe carrier moves the parcel to the delivery address | \nCarrier statuses from section 3 | \n
| Delivery day | \nThe parcel arrives; the 60-day return window starts | \nDelivered | \n
A reply to the proof on the day it arrives is the single biggest thing that shortens this timeline.
\nA family set normally travels in one parcel. If one piece needed an extra proof round, the finished pieces may leave first. Each parcel then has its own tracking number, sent in its own shipping email, and the order lookup shows which pieces have shipped. You never pay extra for a second parcel.
\nIf you will not be at the delivery address during the transit window, tell us before the parcel ships and we change the address free of charge. After dispatch, use the carrier’s own options on the tracking page, such as holding the parcel at a pick-up point, where the carrier offers them, and let us know if you need help. If the parcel comes back to us because nobody could receive it, we reship it once you confirm a new address.
\nFrom late November to the end of December, and in the weeks before Mother’s Day and Father’s Day, carriers handle far more parcels than usual and scans can be slower to appear. Proofs still go out within 1 business day and stitching still takes 1-3 business days after approval, but transit can run towards the end of the 7-14 business day window. If a delay affects your order, we email you instead of leaving you to discover it on the tracking page.
\nUsually because the proof is waiting for your approval, or because we asked a question that is waiting for an answer. Check your inbox and spam folder for our emails. If you approved the proof and three business days have passed without a shipping email, write to us and we will tell you exactly where your piece is.
\nNew labels can take 24 to 48 hours to appear in the carrier’s system. If the number is still not recognised after two business days, send it to us and we will check it with the carrier.
\nWe cannot choose the delivery day; carriers deliver on their own schedule within the transit window. Some carriers let you set delivery preferences on their tracking page once the parcel is moving.
\nEmail support@stitchyhome.com or submit a ticket with your order number, and we reply within 1 business day. Related pages: Shipping & Delivery, Refund Policy and our FAQs.
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