Where is my order?
Your tracking number arrives by email the moment your parcel leaves our fulfilment centre. Search your inbox for EyeCocoon, and check your spam folder while you are there.
Tracking shows nothing yet
This is the most common message we get and it is almost always fine. A tracking number is created when the label is printed, but the first scan does not happen until the parcel reaches a sorting facility. That gap is usually 2 to 4 days. Nothing is wrong.
Tracking has not moved in a while
Parcels crossing a border often go quiet for several days while they sit in customs. If nothing has moved for 10 business days, email us and we will chase the carrier ourselves.
How long should it take?
Orders are processed in 1 to 2 business days. After that:
- United States: 6 to 12 business days
- United Kingdom: 6 to 12 business days
- Canada: 8 to 15 business days
- Australia and New Zealand: 8 to 15 business days
- Estonia: 3 to 5 business days
It says delivered but nothing arrived
Check with anyone else at the address and look anywhere a carrier might leave a parcel out of sight. Carriers occasionally scan a parcel as delivered a day before it lands. If it has not appeared after 48 hours, email us and we will make it right.
It has been over 30 days
If your parcel shipped more than 30 days ago and still has not reached you, we replace it or refund you in full. No argument and no forms.
Need a human?
Email support@eyecocoon.com with your order number. We reply within 24 hours on business days.