We know tracking updates are one of the first things you look for after placing an order, and we want to be transparent about how ours works so there are no surprises.
How Our Shipping Works
Because of the size and nature of our products, orders are typically shipped via freight rather than standard parcel carriers (like UPS or FedEx). This means your delivery goes through a few stages before it reaches your home.
What Your Tracking Number Means
When you receive a tracking number, it usually reflects the shipment’s journey from our warehouse to your local freight terminal, not directly to your delivery address.
As you follow the tracking:
- You’ll see movement from our warehouse
- Then transit updates
- And eventually a “Delivered” status
Why It Might Say “Delivered” Before You Receive It
If your tracking shows “Delivered”—especially if it includes a signature from someone you don’t recognize—don’t worry.
This typically means:
- Your order has been delivered to the local freight terminal, not your home
- The “signature” is often a warehouse or dock worker at the terminal
In other words, your order is close, not missing!
What Happens Next
After the shipment arrives at your local terminal:
- The freight carrier will contact you to schedule a delivery appointment
- Delivery to your home happens separately from the tracking updates you see
Didn’t Hear From the Carrier?
If it’s been a couple of days since your tracking shows “Delivered” and you haven’t been contacted yet, feel free to reach out to us. We’re happy to help coordinate or provide additional details.
Quick Summary
- Tracking shows warehouse → local terminal, not final delivery
- “Delivered” = arrived at terminal, not your house
- An unknown signature = totally normal (it’s the terminal dock team)
- Final delivery is scheduled after that step
FAQ
Q: My tracking says “Delivered,” but I don’t have my order. Is it lost?
A: Nope! This almost always means your order has arrived at your local freight terminal, not your home. The carrier will contact you soon to schedule delivery.
Q: The tracking shows it was signed for by someone I don’t know. Should I be concerned?
A: Not at all. That signature is typically from a warehouse or dock worker at the freight terminal.
Q: Why doesn’t the tracking show delivery to my house?
A: Freight shipments work differently than standard packages. The tracking usually covers the long haul truck (warehouse → terminal) portion, not the final delivery leg.
Q: When will I actually receive my order?
A: Once it reaches your local terminal, the carrier will reach out to schedule a delivery appointment, usually within a couple of business days.
Q: What should I do if I haven’t heard from the carrier?
A: If it’s been a few days since the tracking shows “Delivered,” reach out to us and we’ll help get things moving. We also recommend checking your spam or junk folder in case the email is misrouted there.
Q: Can I pick up my order from the terminal instead?
A: In some cases, yes. Contact us and we can check with the carrier to see if a terminal pickup is available.
If you ever feel unsure about your order status, just reach out—we’ve got you.