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Enter your order number and the email address you used at checkout to see the current status of your Tumbler Lane order. Below the form you will find what each status means, how to read carrier tracking, and exactly when to contact us if something looks wrong.
Tracking in brief
- Your order number is in the order confirmation email we sent when you checked out.
- Your tracking number arrives in a separate shipping email when the order leaves us, within 1–3 business days.
- Transit takes 7–14 business days to the US, Canada, Australia and New Zealand.
- No movement for 7 business days? Email us and we open a carrier investigation.
1. Finding your order number and tracking number
Your order number appears in the subject line and the body of the order confirmation email from Tumbler Lane, sent as soon as you placed your order. If you created an account, it is also listed on your account page under Orders.
Your tracking number is in the shipping confirmation email, sent when your parcel is labelled and handed to the carrier. That email includes a link to the carrier’s own tracking page, which usually shows more detail than our order status.
Cannot find either email? Search your inbox, spam and promotions folders for “tumblerlane.com”. If you still cannot find them, email support@tumblerlane.com with your full name, the shipping address and roughly when you ordered, and we will look the order up for you.
2. What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment was not completed | Complete payment, or place a new order; nothing ships until payment is confirmed |
| On hold | The order is waiting for a quick manual check, for example to confirm an address or payment | Look for an email from us; reply if we asked for anything |
| Processing | Paid and being checked and packed | Nothing; changes are possible within 24 hours of ordering |
| Completed | Packed and handed to the carrier; a tracking email has been sent | Follow the parcel with the tracking link |
| Cancelled | The order was cancelled by you or by us | Your refund is processed within 7 days of the cancellation confirmation |
| Refunded | Money has been sent back to your payment method | Allow your bank a few business days to show it |
| Failed | Payment did not go through | Try again or use a different payment method |
3. Reading carrier tracking
Once your parcel ships, the carrier’s tracking page tells the rest of the story. Carriers use different wording, but the stages are usually these:
| Carrier stage | What is happening | Is it normal? |
|---|---|---|
| Label created / pre-shipment | The label exists but the parcel has not been scanned at a facility yet | Normal for the first 24–48 hours |
| Accepted / picked up | The carrier has the parcel | Yes |
| In transit / departed facility | Moving between sorting centres | Yes; there can be gaps of a few days between scans |
| International processing / customs | Crossing into Canada, Australia or New Zealand | Yes; can be quiet for several days |
| Out for delivery | On the local delivery vehicle | Yes; usually delivered that day |
| Delivered | The carrier recorded delivery | Yes; if you cannot find it, see section 5 |
| Delivery exception / attempted | A delivery problem, for example no safe place or an address question | Check the carrier page for instructions, then tell us if you need help |
| Returned to sender | The parcel is coming back to us | Email us so we can reship it to the right address |
4. When a parcel seems late
Our delivery estimate is 1–3 business days of processing plus 7–14 business days in transit, so 8–17 business days in total. Weekends and public holidays do not count as business days. A parcel that has not arrived 10 days after you ordered is usually still well within the estimate, especially for Canada, Australia and New Zealand.
Contact us if either of these is true:
- tracking has not shown any new scan for 7 business days; or
- the parcel has not arrived 7 business days after the end of the estimated delivery window.
We then open an investigation with the carrier for you. Investigations take up to 5 business days. If the carrier confirms the parcel is lost, or it has not been found within that time, you choose between a free replacement and a full refund, processed within 7 days of approval. See Shipping & Delivery for the full policy.
4.1 Two example journeys
| Milestone | Order to Ohio, USA | Order to Perth, Australia |
|---|---|---|
| Order confirmation email | Monday | Monday |
| Shipping email with tracking | By Thursday at the latest (1–3 business days) | By Thursday at the latest (1–3 business days) |
| First carrier scans | Within 1–2 days of shipping | Within 1–2 days of shipping |
| Quiet period in tracking | Possible between sorting hubs | Likely while crossing the border and clearing customs |
| Delivered | Within 7–14 business days of shipping | Within 7–14 business days of shipping |
Both orders have the same estimate. In practice, international parcels tend to use more of the window because of the extra handover between carriers, so if you are in Canada, Australia or New Zealand, a few quiet days in the middle of the journey are nothing to worry about.
4.2 Weather, holidays and peak season
Severe weather, regional holidays and the busy weeks before major gift holidays can slow carriers down for everyone. When that happens the estimate is still our best guide, but a parcel may land toward the end of the window rather than the middle. We publish a notice on the site if we expect processing itself to be affected. If you are ordering for a specific date during a busy season, order as early as you can, and email us if you want an honest view on whether it will make it.
4.3 Delivery options and safe places
Carriers decide how to complete a delivery: leaving a parcel at the door, handing it to a neighbour, using a parcel locker or taking it to a local pickup point. Insulated drinkware boxes are often too big for a mailbox. If you need to set delivery preferences, such as a safe place or a pickup point, the carrier’s tracking page or app usually lets you do that once you have the tracking number. We cannot change carrier delivery preferences from our side after the parcel ships.
5. Marked delivered, but not there
- Check the delivery photo or note on the carrier’s page, if there is one.
- Look around: porches, side doors, garages, behind planters, parcel lockers, mail rooms and building reception.
- Ask neighbours and anyone else at the address whether they took it in.
- Wait until the end of the next business day; parcels are sometimes scanned as delivered a little early.
- Still missing? Email us within 60 days of the delivery date with your order number. We ask the carrier for the GPS location of the delivery scan and help you with a claim, and we will work with you on a replacement or refund if the parcel cannot be found.
6. Wrong address on a moving parcel
If you notice a wrong address after the parcel has shipped, email us immediately. We ask the carrier to redirect it, though carriers do not always accept redirects. If the parcel is returned to us, we reship it to the corrected address as soon as you confirm it, at no cost if the mistake was ours. Within 24 hours of ordering, and before shipping, we can simply correct the address; see Cancel or Change an Order.
7. Orders in more than one parcel
Larger orders, for example several tumblers plus a set of can coolers, sometimes ship in two boxes. Each box gets its own tracking number, and they may arrive on different days. If you receive one box and the other has not arrived, the same late-parcel rules apply to the missing box.
8. Tracking a gift
If you sent a gift, the tracking emails come to you, not to the recipient. Forward the tracking link if you want them to follow it. If the recipient is not home and the carrier leaves a notice, they can follow the carrier’s instructions to rearrange delivery or collect the parcel.
9. Common tracking questions
The tracking link says “not found”.
New labels can take up to 48 hours to appear in the carrier’s system. Try again the next day. If it still says not found after two business days, email us.
Tracking shows my parcel went to another city first.
That is normal. Parcels move through regional sorting hubs that may be far from both us and you.
The estimated delivery date changed.
Carriers update estimates as parcels move. A later date is not a reason to worry unless tracking stops moving for 7 business days.
Can you make my parcel go faster?
We cannot change the speed of a parcel once it has shipped, and we do not offer paid express shipping at the moment. If you need something by a particular date, ask us before you order and we will tell you honestly whether it is likely.
Why does the order status here say “Completed” when my parcel has not arrived?
In our system, “Completed” means the order has been packed and handed to the carrier, not that it has been delivered. From that point, the carrier’s tracking page is the best source for where the parcel is. If it stops moving for 7 business days, contact us.
Can I track without my order number?
The form above needs both the order number and the checkout email, which protects your details from anyone else looking them up. If you have lost the order number, email us from the address you used at checkout and we will send it to you.
I have an account. Is tracking different?
No. Logged-in customers can see every order and its status on the account page, with the same information as the form above. The tracking link is in the shipping email either way.
Will you tell me when my parcel is delayed?
Carriers do not always tell us about delays in real time, so the tracking link is the most up-to-date source. If we learn that a whole batch of parcels is affected, for example by a regional storm, we email the customers concerned.
10. Need a hand?
Email support@tumblerlane.com with your order number, or open an order status ticket. We reply within 1 business day. You can also visit the Help Center or read our Refund Policy. Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US.