Help
Track your order
Once your order is on its way, this page shows you how to follow it, what the carrier's words actually mean, and where to turn if the trail goes quiet.
Start With Your Confirmation Email
After checkout you receive an order confirmation by email. A further email follows once your parcel is handed to the carrier, carrying your tracking link. Keep both messages: the confirmation holds your order number, and that is the first thing we ask for whenever you write to us. If neither email has arrived, look in your spam folder and search your inbox for FondPaws. Still nothing? Write to help@fondpaws.com and we will send your details again.
What Each Status Means
Carrier wording can feel colder than it is, so here is the plain version. Order received means we have your order and are preparing it. Label created or handed to carrier means the parcel exists and is entering the network; the first scan can sit slightly behind reality. In transit means it is moving between hubs, and scans appear mainly at those stops, so quiet stretches between them are normal. Out for delivery means it is on the vehicle that day. Delivered means it reached your address; if you cannot find it, check with everyone at home and any spot the carrier likes to use before you worry.
When The Trail Goes Quiet
A status that has not moved for a while rarely means a lost parcel. Long legs between hubs, weekends and rural routes can all pass without a fresh scan. Refresh the link now and then, and compare it with the estimated delivery date the carrier itself shows. If that date has passed and the last scan still has not changed, write to us with your order number. We would rather hear from you too early than have you wait and wonder.
What We Can See, And What Only The Carrier Can
Before your parcel is scanned in, every question about it comes straight to us, and we answer from our side. Once the carrier has it, we see the same public tracking you do; the detailed view inside their network belongs to them. That is why we sometimes ask for a screenshot of your tracking page. Sharing the same picture lets us speak to the carrier with precision instead of guessing on your behalf.
If Something Went Wrong
Spotted a mistake in your address? Write as soon as you can with your order number and the correction; changes are simplest before the label is printed. Missed a delivery attempt? The carrier leaves a notice with its own options for redelivery or collection. Parcel marked delivered but nowhere to be found? Look around entrances and side doors, ask neighbours and household members, then contact us. Whatever happened, we take it from there together.