Order Tracking
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Enter your order number and the email address you used at checkout to see the latest status of your Pearltee order. Your order number is in the subject line and the first lines of your order confirmation email.
Where to find your order details
To look up an order you need two things: the order number and the billing email address used at checkout. Both appear in the order confirmation email we send the moment your order is placed. If you created an account, you can also sign in to My Account and open your order history, which shows every order with its current status.
When your order leaves us, a second email arrives with a carrier tracking number and a link to the carrier’s tracking page. That tracking number is different from your Pearltee order number: the order number identifies your purchase with us, while the tracking number identifies the parcel with the carrier. For day-to-day movement of the parcel, the carrier link is the most detailed source.
If the lookup does not find your order
- Check that you typed the order number exactly, without the “#” symbol or extra spaces.
- Use the email address entered at checkout. If you used a different address for your account, try both.
- If you placed more than one order, make sure the order number and email belong to the same order.
- Still stuck? Email [email protected] with your name and shipping address and we will find it for you.
What each status means
Your order moves through a few stages between checkout and your door. Here is what each one means and whether you need to do anything.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed. | Complete the payment at checkout, or place the order again. Nothing is packed until payment succeeds. |
| Processing | Payment received; we are checking and packing your shirts. This takes 1–3 business days. | Nothing, unless you need a change. Changes are free within 24 hours if the order has not shipped. |
| Completed / Shipped | The parcel has been handed to the carrier and the tracking email has been sent. | Use the tracking link in your shipping email. The first scan can take 24 to 48 hours. |
| In transit | The carrier is moving your parcel; international parcels may pause while they clear customs. | Keep an eye on the tracking page. Transit usually takes 3–7 business days. |
| Out for delivery | The parcel is with the local driver and should arrive today. | Make sure someone can receive it, or that it can be left safely. |
| Delivered | The carrier has recorded the parcel as delivered. | If you cannot find it, check around your property and with neighbours, then contact us. |
| Delivery exception | Something interrupted delivery, such as an address problem, a missed attempt or a customs query. | Read the carrier’s note. Contact us if the address needs correcting or you are unsure what to do. |
| Cancelled | The order was cancelled by you or by us before shipping. | No action. A full refund reaches your original payment method within 7 calendar days of confirmation. |
| Refunded | All or part of the order has been refunded. | Allow up to 7 calendar days from approval for the money to appear on your statement. |
How long each stage usually takes
From the moment you order, here is the typical journey for a Pearltee parcel shipping to the United States, Canada, Australia or New Zealand:
- Day 0: order placed, confirmation email sent, status “Processing”.
- Within 1–3 business days: shirts checked, packed and handed to the carrier; shipping email with tracking sent.
- Next 24 to 48 hours: first carrier scan appears.
- 3–7 business days after shipping: delivery in most cases, so 4–10 business days from your order in total.
Business days are Monday to Friday, excluding public holidays. During peak seasons such as the weeks before Halloween and Christmas, each stage can take a little longer. Our Shipping & Delivery policy has the full timetable by country.
Reading the carrier’s tracking page
Carrier tracking pages can look confusing, especially for international parcels. A few things to know:
- “Label created” or “Shipment information received” means the label has been printed. The parcel may not be scanned again until it reaches the carrier’s first facility, usually within a day or two.
- Long gaps between scans are normal when a parcel is travelling between countries or regions. A parcel can travel for two or three days without a new scan.
- Customs clearance may appear for orders to Canada, Australia and New Zealand. Most parcels clear quickly; occasionally customs holds a parcel for inspection or to collect duties.
- Carrier handovers happen on many international routes. The tracking page may show a new carrier name once the parcel enters your country; the same number usually keeps working.
If your parcel seems late
Most “late” parcels are simply slow, and turn up within a few days. Before contacting us, check that the tracking page has not shown a delivery attempt, a notice card or a parcel waiting for collection at a local post office or pickup point.
If tracking has not moved for 7 business days, or your parcel has not arrived 7 business days after the latest estimated delivery date, write to us with your order number. We open an investigation with the carrier for you, so you do not need to call them yourself. If the parcel is confirmed lost, or the investigation has not found it within 5 business days, we send a free replacement or refund you in full, whichever you prefer. Refunds reach your original payment method within 7 calendar days of approval, as described in our Refund Policy.
If tracking says delivered but you do not have it
This is stressful, but it usually has a simple explanation. Work through this list:
- Look around your entrance, porch, garage, side gate and anywhere a driver might place a parcel out of sight.
- Check your mailbox, parcel locker, building mailroom or reception desk.
- Ask other people in your household and your neighbours whether they took it in.
- Look for a carrier card or a message saying the parcel was left at a pickup point.
- Wait one more business day; parcels are sometimes scanned as delivered slightly before they actually arrive.
If it still has not appeared, email us within 60 days of the delivery date with your order number. We will contact the carrier, check the delivery details they recorded, such as GPS location or a photo, and agree the next step with you.
If the parcel arrives damaged
Take photos of the outer packaging, the shipping label and any damaged shirt before throwing anything away, and send them to [email protected] within 60 days of delivery. We send a replacement or a full refund at no cost to you, and usually you do not need to return the damaged item. Our Returns & Exchanges Policy explains the details.
Changing the address while a parcel is on its way
Before your order ships, we can change the address free of charge; see Cancel or Change an Order. Once the parcel is in transit, we can ask the carrier to redirect it or hold it for collection, but the carrier decides whether that is possible, and redirects are harder for international parcels. If you are moving house soon, consider using an address where you will definitely be when the parcel is due.
Orders shipped in more than one parcel
Occasionally a larger order is shipped in two parcels. When that happens, you receive a tracking number for each parcel, and the status in your order may change to shipped as soon as the first one leaves. If one parcel arrives without the other, check the second tracking number before assuming something is missing. You never pay extra shipping for a split shipment.
Group and gift orders
If you ordered shirts for someone else or for a group, the tracking emails go to the email address used at checkout, not to the recipient. Forward the tracking link to the recipient if they want to follow the parcel. For gifts, remind the recipient that the parcel will arrive in Pearltee packaging, so they are not surprised by an unexpected delivery.
Notes for each delivery country
United States
Domestic parcels usually show steady scans from the first day. If a parcel shows “delivered” to a community mailbox or locker, the key or code is normally left in your own mailbox.
Canada
Parcels cross the border from the USA and are handed to a Canadian carrier for final delivery. Expect a customs scan, and keep an eye out for any message about duties or taxes that may apply.
Australia and New Zealand
The longest routes we serve. Parcels often travel for a few days between scans while they cross the Pacific, then clear customs and are handed to a local carrier. If you are ordering for an event, check the date against the full estimate before you order.
If the shipping email never arrives
If three business days have passed since you ordered and you have no shipping email, search your inbox, spam, junk and promotions folders for “Pearltee”. Some email providers filter automated messages aggressively. If you still cannot find it, use the lookup form above or email us; we will resend the tracking details and check that your email address is correct for future messages.
Tracking a return or exchange
When you send a shirt back, keep the tracking number from the post office or carrier you used. Once the tracking shows the return delivered to us, we inspect it within 2 business days and email you the outcome. For an exchange, you then receive a new shipping email with tracking for your replacement size. If you have not heard from us within 2 business days of your return arriving, write to us with your return tracking number.
Keeping your order details safe
Your order number and email address are enough to view an order’s status on this page, so treat them like a receipt and avoid posting screenshots of your confirmation email publicly. We will never ask you to confirm an order by sending a password or payment details, and our tracking emails always link to a carrier’s own website or to pearltee.com.
Need a hand?
We are happy to look up any order for you. Email [email protected] or use Submit a Ticket with your order number, and we will reply within 1 business day. For other questions, visit the Help Center or our FAQs.