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Enter your order number and the email address you used at checkout to see the current status of your Tee Willow order. Your order number is in your order confirmation email and starts with the # symbol; type it without the #.
How a Tee Willow order travels
Every Tee Willow shirt, sweatshirt and hoodie is printed for you after you order. That means your order passes through a few stages before it reaches your door. Knowing them makes the tracking information much easier to read, and helps you know when everything is normal and when it is time to email us.
- Order received: your payment succeeded and you received a confirmation email. You can still change or cancel within 24 hours, as long as printing has not started.
- Printing: your design is printed on the garment, size and colour you chose, and any personalization text is printed exactly as entered. This takes 1–3 business days.
- Checked and packed: each item is checked for print placement, colour and spelling before it is packed.
- Shipped: your parcel is handed to the carrier and you receive a shipping email with a tracking number.
- In transit: the parcel moves through the carrier network, usually for 7–14 business days to the US, Canada, Australia or New Zealand.
- Delivered: the carrier confirms delivery. Your 60-day return and exchange window starts on this date.
What each status means and what to do
| Status you see | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed. | Nothing will print. If you meant to complete it, place the order again or email us before paying twice. |
| Processing | Payment received; your order is in the printing queue or being printed and checked. | Nothing, unless you need a change; changes are possible within 24 hours of ordering, before printing starts. |
| On hold | We are waiting for something, such as payment verification or an answer about personalization text. | Check your email for a message from us and reply so we can continue. |
| Completed / Shipped | Your order left us and a tracking number was emailed to you. | Follow the tracking link. The first scan can take 24 to 48 hours. |
| Label created (carrier) | The carrier has the shipping details but has not scanned the parcel yet. | Normal for up to 2 business days. If it lasts longer, email us. |
| In transit (carrier) | The parcel is moving between carrier facilities. | Normal. Gaps of a few days between scans are common, especially across borders. |
| Held at customs (carrier) | The parcel is being checked by customs in Canada, Australia or New Zealand. | Usually clears on its own. If the carrier asks for duties or information, follow their instructions or email us. |
| Out for delivery (carrier) | The parcel is on the local delivery vehicle. | Keep an eye out; it should arrive that day. |
| Delivery exception (carrier) | Something stopped delivery, such as a missing apartment number, no safe place or bad weather. | Check the carrier’s instructions, then email us with your order number so we can help. |
| Delivered (carrier) | The carrier recorded the parcel as delivered. | If you cannot find it, see “Marked delivered but not here” below. |
| Cancelled | The order was cancelled before printing. | Your refund reaches your original payment method within 7 days of our confirmation. |
| Refunded | A full or partial refund has been issued. | Allow up to 7 days from approval for it to appear; your refund email shows the amount. |
Where to find your order number and tracking
- Order number: in the subject line and body of your order confirmation email from support@teewillow.com, and on the thank-you page you saw after paying.
- Tracking number: in your shipping confirmation email, sent when your order leaves us. Larger orders that ship in more than one parcel have one tracking number per parcel, all listed in your emails.
- Account holders: sign in to My Account to see all your orders and their current status.
If you cannot find either email, check your spam, junk and promotions folders, and search your inbox for “Tee Willow”. Still nothing? Email us from the address you used at checkout and we will resend them.
How long should I wait?
Here is the timing we expect for a typical order, counted in business days (Monday to Friday, excluding US public holidays).
- Shipping email: within 1–3 business days of ordering, once printing and checking are done.
- First carrier scan: within 24 to 48 hours of the shipping email.
- Delivery: usually 7–14 business days after shipping, so about 8–17 business days after ordering.
Around Halloween, Thanksgiving and Christmas, carriers handle far more parcels, and the later end of the range becomes more common. International parcels can also pause at customs. If a busy season affects printing times, we email you rather than leaving you guessing.
When tracking goes quiet
A parcel that has not been scanned for a few days is usually still moving; carriers do not scan at every step, and parcels crossing into Canada, Australia or New Zealand often show nothing while they wait for customs. Here is when to contact us:
- tracking has not updated for 7 business days; or
- your parcel has not arrived 7 business days after the latest estimated delivery date; or
- the carrier shows a delivery exception you cannot resolve with their instructions.
Email support@teewillow.com with your order number. We open an investigation with the carrier for you. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we send a free replacement or a full refund, whichever you prefer.
Marked delivered but not here
Before contacting us, please check:
- porches, side doors, garages, mailboxes and parcel lockers;
- with neighbours, household members and building reception or mailroom staff;
- for a carrier notice card saying the parcel was left at a post office or pickup point;
- the delivery address in your order confirmation, in case a typo sent it elsewhere.
Parcels are sometimes scanned as delivered a little before they actually arrive, so give it one more business day. If it still has not appeared, email us within 60 days of the delivery date with your order number. We start a trace with the carrier and keep you updated until it is resolved.
Parcels with several items
Tees, sweatshirts and hoodies can be printed separately, so a family or group order may arrive in more than one parcel on different days. Each parcel has its own tracking number. If the first parcel arrives without everything, check your shipping emails for a second tracking number before getting in touch. You never pay extra shipping for a split order.
Changing the delivery address
Within 24 hours of ordering, and before printing, we can change the address for free; see Cancel or Change an Order. After shipping, we can ask the carrier to redirect the parcel, but the carrier decides whether that is possible. If a parcel is returned to us because of an address problem, we reship it as soon as you confirm the correct address, and the reshipment is on us if the mistake was ours.
Damaged on arrival
If the parcel arrives torn or wet, or an item inside is damaged or misprinted, take photos of the packaging, the shipping label and the item, then email them to us within 60 days of delivery. We send a free replacement or a full refund, and in most cases you do not need to return anything. Our Returns & Exchanges Policy explains the details.
Tracking parcels to Canada, Australia and New Zealand
International parcels often change hands along the way: one carrier moves them inside the USA, and a local postal service or courier delivers them in your country. When that happens, the tracking page may show a new tracking number or a link to the local carrier, and there can be a pause of several days between the last US scan and the first scan in your country while the parcel is flown across and cleared by customs. That pause is normal and does not mean the parcel is lost. If your local carrier leaves a card asking you to collect the parcel or to pay import charges, follow their instructions; those charges are set by your country, not by Tee Willow.
Why we give estimates, not exact dates
We can control how quickly your order is printed and checked, and we aim for 1–3 business days every time. Once a parcel is with the carrier, the timing depends on their network, the weather, customs and seasonal volume. That is why our pages talk about ranges such as 7–14 business days rather than a guaranteed date. When a range is not good enough because you have an event, email us before ordering and we will look at your specific date and destination with you.
Worked examples
A reunion order in two parcels
Kim ordered six tees and three hoodies for a family reunion. The tees shipped first with one tracking number; the hoodies followed the next day with a second number. Kim saw the first parcel arrive with only tees, checked the shipping emails, found the second tracking number and saw the hoodies were one day behind. No action was needed.
A parcel that paused at the border
Ari in Vancouver saw tracking stop for six business days after the parcel left the USA. On day seven, the local carrier’s first scan appeared and the parcel was delivered two days later. Had the pause passed 7 business days, Ari would have emailed us and we would have opened an investigation.
Using the lookup form above
The form at the top of this page shows your order’s current status, the items in it and any notes we have added, such as a tracking number. Enter the order number without the # symbol and the billing email exactly as you typed it at checkout. If the form says it cannot find your order, check for a typing mistake in the email address, try the email you might have used for an earlier order, or email us and we will look it up for you.
Related help
For delivery times by country and customs information, see Shipping & Delivery. For refunds on lost or cancelled orders, see our Refund Policy. For everything else, visit the Help Center or email support@teewillow.com; we reply within 1 business day.