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 Rubytee order. Your order number is in the order confirmation email we sent when you placed the order.
1. Where to find your order number
Your order number appears in three places:
- the subject line and body of your order confirmation email, sent a few minutes after you placed the order;
- the order received page you saw straight after checkout;
- the Orders section of My Account, if you created an account or signed in when ordering.
Enter only the number itself in the form above, without the “#” symbol, together with the exact email address you used at checkout. If the form says it cannot find the order, check for a typing mistake in the email address, or try the other email address you might have used. If you still cannot find it, write to support@rubytee.com with your name and delivery address and we will look it up for you.
2. Your two tracking tools
There are two ways to follow your order, and they show different stages:
- The form on this page shows your order status in our store: whether it is being prepared, has shipped, or has been completed, plus the items and the delivery address.
- The carrier tracking link in your shipping confirmation email shows the journey of the parcel itself once it has left us: scans at depots, customs clearance for international parcels, and delivery.
Before your order ships, only the store status changes. After it ships, the carrier tracking has the most detailed, up-to-date information.
3. What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed. | If you were charged, wait a few minutes and refresh. If the status does not change within an hour, email us before ordering again. |
| On hold | We are checking something before preparing the order, such as a payment verification or an address question. | Watch your inbox; we email you if we need anything. |
| Processing | Payment received. Your shirts are being checked and packed. This takes 1–3 business days. | This is the last stage where changes are possible. Email us straight away if anything needs to change. |
| Shipped / Completed | Your parcel has been handed to the carrier and a shipping confirmation with tracking has been emailed. | Follow the carrier link. The first scan can take 24 to 48 hours to appear. |
| In transit | The carrier is moving your parcel. International parcels pass through customs at this stage. | Nothing to do. Gaps of a few days between scans are normal, especially across borders. |
| Out for delivery | The parcel is on the local delivery vehicle. | Make sure someone can receive it, or that a safe place is available. |
| Delivered | The carrier has recorded the parcel as delivered. | If you cannot find it, see section 6. |
| Delivery exception | The carrier could not deliver, for example because of an address problem, nobody available to sign, or a customs query. | Check the carrier page for instructions and email us with your order number; we help resolve it. |
| Cancelled | The order was cancelled by you or by us before shipping. | Your refund is processed within 7 calendar days of the cancellation confirmation. |
| Refunded | A refund has been issued for all or part of the order. | Allow your bank a few business days to show it. |
4. How long until it arrives?
Every Rubytee order ships free from the USA to the United States, Canada, Australia and New Zealand. Orders are prepared within 1–3 business days and typically spend 3–7 business days in transit, so most orders arrive 4–10 business days after you place them. International parcels can take longer during customs checks and around public holidays. Business days are Monday to Friday, excluding public holidays. Full details are on our Shipping & Delivery page.
5. When tracking seems stuck
Tracking that does not move for a day or two is rarely a cause for concern. Here is what usually explains it:
- Just shipped: the carrier has the label details but has not scanned the parcel yet. Allow 24 to 48 hours.
- Crossing a border: parcels heading to Canada, Australia or New Zealand may show no new scan while they travel internationally or wait for customs clearance. A pause of several days is normal.
- Weekends and holidays: many carriers do not scan or deliver on weekends and public holidays.
- Peak season: in late November and December, carriers handle very high volumes and scans may be less frequent.
If your tracking has not updated for 7 business days, or your parcel has not arrived 7 business days after the latest estimated delivery date, contact us. We open an investigation with the carrier on your behalf. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we send you a free replacement or a full refund, whichever you prefer.
6. Tracking says delivered, but you do not have it
- Check around your home: porch, side and back doors, garage, mailbox and any parcel locker.
- Ask neighbors, building management or reception whether they took it in.
- Look for a card or message from the carrier saying where the parcel was left or where to collect it.
- Wait until the end of the next business day; parcels are sometimes scanned as delivered a little early.
- If it still has not appeared, email support@rubytee.com with your order number within 60 days of the delivery date. We contact the carrier and work with you until it is resolved.
7. You did not receive a shipping email
Shipping confirmation emails are sent when the parcel is handed to the carrier, which normally happens within 1–3 business days of your order. If it has been longer than that, first check your spam, junk or promotions folder and search your inbox for “Rubytee”. You can also use the form at the top of this page: if the status shows that the order has shipped, the tracking details are included there. If the order still shows Processing after 3 business days, email us and we will tell you exactly where it is.
8. Parcels with more than one tracking number
Larger orders, such as matching shirts for a group, occasionally ship in more than one parcel so that items reach you sooner. In that case you receive a separate shipping email and tracking number for each parcel. If you have received part of your order, check your inbox for a second shipping confirmation before contacting us. Split shipments never cost extra.
9. Changing the delivery address while your parcel is on its way
If you notice an address problem after your order has shipped, email us immediately with your order number and the correct address. We ask the carrier to redirect the parcel, though the carrier decides whether that is possible, and redirects can add a few days. If the parcel is returned to us, we reship it once you confirm the address. Before shipping, address changes are simple and free; see Cancel or Change an Order.
10. Parcels to Canada, Australia and New Zealand
International parcels pass through customs in the destination country. During this stage the tracking may show “held by customs” or “in clearance”, which is normal. Depending on your order value and local rules, the carrier or customs authority may ask the recipient to pay import duties or taxes before delivery; these charges are not collected by Rubytee. If you receive a request for payment, check that it comes from the carrier named in your tracking email. If you are unsure whether a message is genuine, forward it to us before paying anything.
11. Your parcel arrived damaged
If the parcel or any shirt inside arrives damaged, keep the packaging and take photos of the outer box or mailer, the shipping label and the damaged item. Send them to support@rubytee.com within 60 days of delivery. We send a free replacement or a full refund, usually without needing the item back. Details are in our Returns & Exchanges Policy.
12. A typical order timeline
To give you a feel for how the stages fit together, here is how a normal order to Toronto might look. Your dates will differ, but the pattern is the same.
| Day | What happens | What you see |
|---|---|---|
| Monday | You place the order and payment is confirmed. | Order confirmation email; status Processing. |
| Tuesday to Wednesday | Shirts are checked, packed and handed to the carrier. | Shipping confirmation email with tracking. |
| Thursday | First carrier scan appears. | Tracking shows the parcel accepted. |
| Following Monday to Wednesday | Parcel crosses the border and clears customs. | Tracking may pause or show “in clearance”. |
| Thursday to Friday | Parcel reaches the local depot and goes out for delivery. | Out for delivery, then Delivered. |
That example arrives in nine business days, within our 4–10 business day estimate. Orders within the United States often arrive sooner because there is no customs stage, while orders to Australia and New Zealand cross a longer distance and can sit at the upper end of the estimate, especially in December.
13. Tips for a smooth delivery
- Use an address where someone is usually available, or where a parcel can be left safely.
- Include apartment, unit, suite or building numbers, and for Australia and New Zealand, the suburb.
- Add a phone number at checkout if your carrier uses it for delivery updates.
- Sign up for carrier notifications from the tracking page if your carrier offers them.
- Planning around an event? Order early, and email us if the date is tight so we can tell you honestly what to expect.
14. Watch out for fake delivery messages
Scam texts and emails that pretend to come from a carrier are common, often asking for a small “redelivery fee” or for card details to release a parcel. Rubytee shipping is free, and we never ask you to pay anything to receive an order. If you get a message like that, do not click the link. Compare it with the tracking link in your genuine Rubytee shipping email, and if in doubt, forward it to support@rubytee.com and we will tell you whether it is real.
15. Need help with your order?
Email support@rubytee.com or submit a ticket with your order number, and we will reply within 1 business day. You can also read our Refund Policy or browse the FAQs for quick answers.