Shipping - Tracking

Hey Chickadee

TRACK MY ORDER (I have an account)

If you do not have a customer account, see below!

How do I track my package after it has shipped?

If you do not have a customer account, you can view the tracking status for your order by clicking on the tracking link provided in your shipment confirmation email. A shipment confirmation email is sent automatically when your order has been processed and shipped, which is usually within 1 to 3 business days of placing the order.

If you have a customer account, you can click here to log in to view your tracking information!

My tracking info isn't updating!

Please allow some time to for your information to begin updating. Once an order is shipped, the frequency of tracking updates can vary. Occasionally, there is a gap in tracking updates from the time the package arrives/departs our local facility to when it arrives in the area of destination.

Tracking updates depend on various factors, such as method of shipping, shipping destination, weather conditions, holidays, etc. We have no control over the frequency of tracking updates.

International packages may have a gap in tracking/customs updates from the time the package departs the USA to when it arrives in the country of destination.

If you purchased the shipping method USPS First Class International, you received a customs number, not a tracking number. Packages shipping via USPS First Class International do not have full tracking, and will not display up-to-date status information or update regularly.

My order recently shipped, and it says the tracking is invalid/not found.

If your tracking/customs number displays "not found", "electronic shipping info received", or "pre-shipment" on the USPS website shortly after you receive the shipment notification, don't panic! Packages usually begin updating within 48 hours from the time you receive your shipment confirmation email.

The tracking says my package was delivered, but I haven't received it.

The first course of action is to be absolutely sure that you have checked all possible areas that your mail carrier could have left the package! (i.e. mail room, corridor, back door, main office, etc.)

We recommend checking with neighbors or other people in your building/household in case they received it instead.

If you're still unable to locate it, please contact your regular mail carrier and your local post office directly to see if they have any information about the package.

For international packages, we recommend contacting your local delivery or customs office. We have often seen packages marked as "delivered" on the USPS website when they are actually still in customs.

Packages may sometimes be scanned as "delivered" when they're sorted and loaded onto a vehicle for delivery, instead of at the actual moment of delivery. In rare cases, packages can take a few business days from that point to reach you, depending on their delivery schedule.

If it has been a few business days from the initial delivery scan, and you are still unable to locate your package after following the steps above, please contact us!

My tracking number is showing information from a previous date or a wrong destination!

The USPS will re-use tracking or customs numbers after a certain amount of time has passed. Occasionally, customers may receive a customs number that still shows the previous delivery information from the last parcel it was used for. (For example, a package being sent to Denmark may display information that it was delivered in Canada a year ago.)

This is only because the USPS has not updated the tracking or customs number with the correct information yet. Please allow 48-72 hours from the time you receive your shipment notification email for your tracking or customs information to begin updating with the current delivery information!

Is my package guaranteed to arrive by the expected delivery date listed on the USPS website?

Some shipping methods may display an expected delivery date above the tracking info on the USPS website. This date is an estimate only, and the USPS does not guarantee delivery by this date.

My package couldn't be delivered and is returning to sender!

There are many instances why a package may be marked as "return to sender." Below are some of the most common reasons:

  • Complications with the shipping address. (missing information such as street name, typos, misspelling, and other identifiers, e.g. writing ‘123’ instead of ‘apt. 123’)
  • The addressee has moved without providing a forwarding address
  • The item is refused by the addressee (someone at the address told the mail carrier that no one with that name lives there/works there)
  • Package was unclaimed (common for international customers, packages may be held at the local post office or customs office for pick-up, and if the recipient does not go and pick it up within a certain time frame it will be sent back to us)*
  • Refusal to pay customs (only applies to international customers - this means you did not pay customs fees/import tax on the item, or refused to pay them)*

*Usually, if your package needs to be picked up from the post office in person, or import taxes need to be paid, you will receive a note in the mail from your local post office or customs agent indicating when and how to get your package. Any notices or notes left by the mail carrier are out of Hey Chickadee's control.

The USPS tracking/customs page usually displays the reason why the package is unable to be delivered. If your shipment is marked “return to sender”, feel free to contact us and let us know about the situation. Please be sure to double check your order confirmation email, your account, or your shipment confirmation email to confirm that you provided the correct address, and that no typos or errors were made.

Please note that we unfortunately cannot re-ship orders until the original package is returned to us, and we cannot intercept or redirect a package once it is marked as “return to sender”. Packages being returned to sender are generally considered low priority by the USPS and may move slowly, so unfortunately we can’t provide an estimate as to when returned packages arrive back at our warehouse. 

If a package is returned to us because an incorrect address was provided at checkout, you will be responsible for the charges to re-ship the package.

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