Order Tracking
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How to use the form above
The form asks for two things: your order ID and your billing email. Enter both, press Track, and the page shows the current status of that order. You do not need an account and you do not need to log in. The rest of this page explains where to find those two details, what each status means, how long each stage normally takes, and what to do if something looks wrong.
- Order ID. This is the order number in the subject line and at the top of the order email we sent when you checked out. Type the digits only, without the word order and without a hash sign.
- Billing email. This is the email address you typed at checkout. If you bought a gift and had it sent to him, it is still your address, not his.
- Track. The status appears on this page. Nothing is emailed and nothing is changed by looking; you can check as often as you like.
If the form says it cannot find the order, the usual causes are a mistyped digit, a different email address from the one used at checkout, or a space copied in front of the number. Try once more, typing both by hand. If it still fails, email support@reeltee.shop with whatever you have, such as the name on the order and the date you placed it, and we will find it.
Where to find your order number
Every order gets a number the moment it is placed. There are three places to look for it.
- The order email. It arrives shortly after checkout at the address you entered. Search your inbox for Reel Tee or for reeltee.shop. If it is not in the inbox, look in the spam or promotions folder before assuming it was never sent.
- My Account. If you created an account, open My Account and choose Orders. Each order is listed there with its number, date and status, so you can skip the form on this page altogether.
- The dispatch email. When your order leaves, we email you again. The order number is in that message as well.
If you cannot find any email from us, the address may have been typed with a slip at checkout. That happens more than people expect, usually one letter. Email us from the address you meant to use, tell us the name and delivery address on the order, and we will help you find it.
Tracking numbers
An order status and a tracking number are two different things. The status on this page comes from our store and tells you which stage the order has reached with us. A tracking number comes from the carrier and follows the parcel itself once it is moving.
When the carrier gives us a tracking number, we include it in the dispatch email. If your dispatch email has one, use it on the carrier’s own tracking page for the most detailed view. If your dispatch email does not have one, the order status here and the delivery estimate below are your guide, and you are welcome to email us with the order number if you want to know more.
Carrier scans are not continuous. A parcel can show no new scan for several days while it travels between sorting points, and then show three in one afternoon. A quiet stretch on a tracking page is ordinary, particularly on parcels crossing a border to Canada, Australia or New Zealand.
What each order status means
These are the statuses you may see in the form above, in My Account and in our emails, with what each one asks of you. For most orders the answer is nothing.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been completed. | If you meant to order, go back to your cart and finish checkout, or email us if you believe you paid. |
| Failed | The payment did not go through. | Nothing has been ordered. Place the order again, or email us if you are unsure. |
| On hold | The order is waiting on something before it can go ahead. | Check your email for a message from us. If there is none, write to us with the order number. |
| Processing | The order is paid and is being made. This stage takes 1–3 business days. | If you need to change or cancel, email within 24 hours of ordering. Otherwise wait for the dispatch email. |
| Completed | The order has been dispatched and is with the carrier. Transit takes 7–14 business days. | Look for the dispatch email. Use the tracking number if it includes one. |
| Cancelled | The order was cancelled, by your request or because it could not be printed. | Nothing, unless you did not expect it. Refunds for cancelled orders are sent within 7 days. |
| Refunded | The money for the order has been sent back. | Allow your payment provider time to show it. See the Refund Policy. |
One note on Cancelled. We do not print brand names, team names, logos or anyone else’s trademarks in the personalisation fields. An order that contains them is cancelled and refunded.
How long each stage takes
The numbers are the same for every product and for all four countries we ship to: the United States, Canada, Australia and New Zealand.
| Stage | Time | What is happening |
|---|---|---|
| Change window | First 24 hours | You can cancel, or change size, colour, spelling or address, by email. |
| Processing | 1–3 business days | The order is made. Personalised items are printed exactly as typed. |
| Transit | 7–14 business days | The parcel travels from the USA to the delivery address. |
| Door to door | 8–17 business days | The typical total from placing the order to delivery. |
Business days are Monday to Friday. Weekends do not count, and public holidays can add days. An order placed on a Saturday starts its count on Monday.
To judge whether an order is on schedule, count weekdays from the day after you ordered. Day 8 is the earliest a typical order arrives and day 17 is the far end of the usual range. Seventeen business days is three weeks and two weekdays on the calendar, which feels longer than it sounds when a birthday is coming. These figures are estimates and not a delivery promise; once a parcel is with the carrier, its pace is the carrier’s.
If your order looks late
First, count the business days as described above. Many orders that feel late are on day 12 of a range that runs to 17. Second, check the dispatch email for a tracking number and look at the most recent scan. Third, make sure nobody else at the address has taken the parcel in; this is the most common ending to a missing-parcel story, and the least dramatic.
If the order still looks late against the estimate, email us. Include the order number, the delivery address as you entered it, and the last tracking update if you have one. We reply within 24 hours on business days and we will help from there. We would rather hear from you early than have you wait and wonder.
If the gift is for a fixed day, such as Father’s Day, Christmas morning or the first day of a trip, say so in the email. It does not change what the carrier can do, but it tells us what matters to you.
If tracking says delivered and there is no parcel
Check the places a carrier might leave a parcel: a porch, a side door, a garage, a mailroom, a neighbour. Ask the other people in the household. Look at the delivery address in your order email to confirm it is the one you meant, including the unit or apartment number.
Then email us with the order number and what you have checked. If the address in the order turns out to be wrong, tell us that too, with the correct one. We will help with the next step.
If the address on the order is wrong
Within 24 hours of ordering, an address is one of the things we can change. Email us with the order number and the full correct address, written out line by line the way it should appear on the label. The details are on Cancel or Change an Order.
After 24 hours, email us anyway, as soon as you notice. Tell us the order number, the address that was entered and the address it should have been. What can be done depends on where the parcel is by then, and the sooner we know, the more options there are.
If the parcel arrives and something is wrong
Open it when it arrives, even if the gift is weeks away. If an item is damaged or defective, if it is not the item you ordered, or if the print differs from what you typed, that is our error. Email us with the order number, a line describing the problem and a clear photo. Returning an item for any of those reasons is free.
If the item is fine but not right, because the size is off or he already has three hats, the 60-day return window applies. It runs from the delivery date and covers every product, personalised ones included. We email a free return label. The steps are on the Returns & Exchanges Policy page.
Photos you email us are deleted 30 days after delivery of the related order.
Tracking a personalised order
Personalised items from the Top Tray follow the same statuses and the same timeline as everything else. There is no proof or mockup stage, so you will not see a status asking you to approve artwork, and you will not receive an email asking you to confirm a design. What you typed is what is printed.
That makes the first 24 hours the time to act on a spelling. Your order email lists what you ordered. Read the lines you entered once more: the boat name, the hailing port, the name on the hat, the lake and the since year on the mug. If the email does not show them, the order under Orders in My Account or a quick email to us will. If the boat is SECOND WIND and the email says SECOND WINF, write to us that day.
Several orders, or several items in one order
A crew ordering matching hooded long sleeves one by one will end up with either one order holding several shirts or several separate orders, depending on how they checked out. Each order has its own number and its own status, and each needs to be looked up on its own. If four people each placed an order, there are four numbers to track, and they may not reach the same stage on the same day.
If you placed one order with several items, the status on this page applies to the order as a whole. If you have a question about one item within it, email us with the order number and name the item.
Related pages
- Shipping & Delivery: processing and transit times, the four countries we ship to, and free shipping.
- Cancel or Change an Order: what can be changed in the first 24 hours and how to ask.
- Returns & Exchanges Policy: the 60-day window and the free return label.
- Refund Policy: refunds sent within 7 days of our receiving a return.
- FAQs: timing for gifts, sizes and personalisation.
- Contact Us and Submit a Ticket: how to reach us by email, with a subject line that gets a fast answer.
For anything this page does not settle, write to support@reeltee.shop with your order number. Support is by email only, and replies go out within 24 hours on business days.