Order Tracking
Last updated:
How to check your order
Enter your order number and the billing email you used at checkout in the form above, then press Track. You will see the current status of your Ink Hug order and the items in it. The order number is in your order confirmation email and in the subject line of emails we send about your order. If you created an account, you can also see every order under My account.
When your parcel ships, we send a shipping email. Where the carrier provides tracking, that email includes a tracking number and a link to the carrier’s tracking page, which shows each scan as the parcel moves.
Can’t find your order number?
- Search your inbox, spam and promotions folders for “inkhug.shop” or “Ink Hug”.
- Check that you are searching the email address you used at checkout.
- If the gift was sent to you by someone else, ask them for the order number, or email us with the name on the parcel and we will help the buyer find it.
- Still stuck? Email support@inkhug.shop with your full name, shipping postcode and the date you ordered.
What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed | Complete payment at checkout, or email us if you were charged |
| Processing | Payment received; we are reading your notes, printing and checking your piece | Nothing, unless you need a change within 24 hours of ordering |
| On hold | We are waiting for something from you, such as a working photo link | Check your email and reply so we can continue |
| Shipped | The parcel has been handed to the carrier and a shipping email sent | Follow the tracking link when it becomes active |
| In transit | The carrier is moving the parcel; international parcels may cross customs | Allow 7–14 business days from shipping |
| Out for delivery | The parcel is with the local driver | Make sure someone can receive it, or check safe places |
| Delivered | The carrier reports the parcel as delivered | If you cannot find it, check around and then email us |
| Delivery exception | The carrier could not deliver, for example an address problem | Email us straight away with your order number |
| Canceled | The order was canceled and refunded | Watch for the refund on your statement |
| Refunded | A full or partial refund has been issued | Allow your bank a few days to show it |
How long each stage takes
Processing takes 1–3 business days. That covers reading your order notes, preparing the print from your names, dates and photos, printing, finishing, checking the piece against your notes, and packing. Transit to the United States, Canada, Australia and New Zealand then takes 7–14 business days. All orders ship from the USA, and shipping is free.
| Day (business days) | What usually happens |
|---|---|
| 0 | You place the order and receive a confirmation email |
| Within 24 hours of ordering | Last chance for free changes or cancellation |
| 1–3 | Printing, checking and packing; shipping email sent |
| A day or two after shipping | First tracking scan appears |
| 8–17 in total | Delivery to the US, Canada, Australia or New Zealand |
These are estimates. Busy seasons, weather and customs inspections can add time. See Shipping & Delivery for planning tips.
Why tracking may not update
A quiet tracking page is the most common reason people write to us, and it is usually nothing to worry about.
- The first scan can take a day or two. The label exists as soon as we pack, but the carrier only scans it when it collects the parcel.
- International parcels go quiet at the border. Parcels to Canada, Australia and New Zealand can show no updates for several days while they move between carriers and through customs.
- Weekends and holidays. Many carriers do not scan on weekends or public holidays in either country.
- The local carrier takes over. Near the end of the journey, tracking may continue on a local postal service’s website under the same number.
Late or lost parcels
If your parcel has not arrived and the 7–14 business day transit estimate has passed, email support@inkhug.shop with your order number. We will check the full tracking history and open an enquiry with the carrier where needed. If the carrier confirms the parcel is lost, or the enquiry cannot find it, we will reprint and resend your order free of charge, or refund it if you prefer. You will not be asked to pay again for a parcel that never arrived.
Tracking says delivered, but you cannot find it
- Check around the delivery address: porches, side doors, garages, parcel lockers, mailrooms and building reception.
- Ask neighbours and anyone else at the address whether they took the parcel in.
- Look for a card from the carrier saying where the parcel was left or can be collected.
- Wait one more business day; carriers sometimes scan a parcel as delivered shortly before it actually arrives.
- If it still has not turned up, email us with your order number and we will start an enquiry with the carrier.
Address problems
If the tracking shows an address problem or a delivery exception, email us straight away. Within 24 hours of ordering we can usually correct the address before the label is printed. After shipping, we can ask the carrier to redirect the parcel, though not every carrier allows it. If the parcel comes back to us, we will reship it free to a corrected address once you confirm it, or refund it if you prefer. Read more on Cancel or Change an Order.
Damaged parcels
If the parcel arrives torn or wet, open it and check the pillow or blanket. Take photos of the packaging and the item before you throw anything away. If the item itself is damaged, stained or misprinted, email us the photos within 60 days of delivery, and we will reprint it free or refund you. Details are on our Returns & Exchanges page.
Tracking a gift sent to someone else
When you send a gift directly to a recipient, the shipping and tracking emails come to you, not to them, so you can follow the parcel without spoiling the surprise. Share the tracking link with the recipient only if you want them to know a parcel is on its way. If the recipient is away, consider letting a neighbour know a soft parcel is expected.
Multiple items and split shipments
Orders with several items usually ship together in one parcel. Occasionally, items in a large order ship separately, for example a blanket and a set of pillow covers packed in different parcels. If that happens, you will receive a shipping email for each parcel, each with its own tracking where available, and shipping remains free on all of them.
Emails you will receive about your order
Every step of an Ink Hug order is confirmed by email to the address used at checkout. Knowing which email comes when makes it easier to see where your order is.
| When it arrives | What to check | |
|---|---|---|
| Order confirmation | A few minutes after payment | Items, sizes, shipping address and your order notes |
| Question about your order | Only if something is missing or unclear | Reply so processing can continue |
| Change confirmation | After you ask for a change within 24 hours | The corrected text or address, exactly as it will be used |
| Shipping notice | When the parcel leaves us, within 1–3 business days | Tracking number and link, where available |
| Refund or credit confirmation | When a refund or store credit is issued | Amount and date, for your records |
The confirmation email is the most important one to read carefully. It repeats your order notes, so it is your best chance to catch a misspelled name while the 24-hour change window is still open.
While you wait
- Keep your order number handy. It is the fastest way for us to find your order.
- Add support@inkhug.shop to your contacts. If we need a working photo link, our email should land in your inbox, not spam.
- Tell the recipient to expect a soft parcel, if it is not a surprise, so it is not left unclaimed.
- Plan around the estimate, not the best case. If the date matters, have a card or a photo of the gift ready to give in case the parcel arrives a day or two later.
Tracking questions we hear often
Why does the tracking link say “label created” for days?
The label is created when we pack your order. Some carriers only show movement once they scan the parcel at a depot. If nothing has changed a few business days after the shipping email, email us and we will check with the carrier.
Can I collect my parcel instead of waiting for delivery?
Ink Hug is an online store and does not offer collection. If the carrier leaves a card or notice, you can usually collect from the carrier’s local depot or post office using the details on that notice.
Can I change the delivery date?
Some carriers let you choose a delivery day or a safe place through their tracking page once the parcel is in their network. We cannot set this for you, but the tracking link in your shipping email will show any options the carrier offers.
The tracking number does not work. What now?
Copy the number carefully without spaces, and try again a day later, because new numbers can take time to appear in the carrier’s system. If it still does not work, reply to the shipping email and we will check it.
I ordered on the weekend. When does processing start?
Processing counts business days, Monday to Friday, excluding US public holidays. An order placed on Saturday starts on Monday, and the 1–3 business day processing time runs from there. Your 24-hour change window still counts by the clock from the moment you ordered.
Will the parcel need a signature?
Soft parcels like pillows and blankets are usually left at the address or in a mailbox or locker without a signature, but the carrier decides on the day. If the carrier needs a signature and nobody is home, they normally leave a notice explaining how to arrange redelivery or collection.
Can I see a photo of my item before it ships?
We do not send photos or proofs before shipping. Your order notes are printed exactly as written and checked against the finished piece before it is packed. If anything does not match when it arrives, our 60-day returns policy covers it.
Need help with tracking?
Email support@inkhug.shop with your order number and, if you have it, the tracking number. We reply within 24 hours on business days. For other questions, visit the Help Center or our FAQs, or open a ticket on Submit a Ticket.
Ink Hug, 5498 W Pulley Lane, Herriman, UT 84096, US.