Enter your order number and the email address you used at checkout to see the current status of your order. Your order number is in the confirmation email; once your parcel has been dispatched, the FedEx tracking number and link are shown here and in your dispatch email.
What the statuses mean
- Pending payment – your order has been placed but payment has not been confirmed yet. If you paid with PayPal, this normally clears within a few minutes.
- Processing – payment is confirmed and our fulfillment partner at Chung Shun Knitting Centre, Kwai Chung, Hong Kong is picking, checking and packing your order. Handling takes 2-3 business days.
- Completed – your parcel has been handed to FedEx. You will have received a dispatch email with the tracking number; transit takes 5-7 business days, so the total time from order to door is 7-10 business days.
- On hold – we need something from you, usually a corrected address (for example a PO box that FedEx cannot deliver to). Check your email or contact us.
- Cancelled – the order was cancelled before dispatch, at your request or because we could not fulfil it, and any payment has been refunded.
- Refunded – a refund has been issued to your original payment method; allow 5-10 business days for your bank or PayPal to show it.
Need help?
If your tracking has not updated for 5 business days, or your parcel has not arrived within 10 business days of the dispatch email, email support@jouelanity.com with your order number and we will open a trace with FedEx. Please report a late or missing parcel within 30 days of dispatch. We answer emails Monday to Friday, 9:00 am to 5:00 pm Mountain Time (El Paso, TX). See our Shipping Policy for full delivery details.