Order Tracking

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Enter your order number and the billing email address you used at checkout to see the current status of your Cozy Tumbler order.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Where to find your order number

Your order number is in the subject line and at the top of the order confirmation email we send as soon as your payment goes through. It looks like a number with a # sign in front, for example #1234; type only the digits into the form above. The email address must be the billing email you entered at checkout. If you created an account, you can also sign in to My Account and open the Orders section to see every order and its status without typing anything.

Cannot find the confirmation email? Search your inbox, spam and promotions folders for “Cozy Tumbler”. If you ordered as a gift and used the recipient’s email address by mistake, contact us and we will send the details to you instead.

Your order’s journey, step by step

Every tumbler is made to order, so before it reaches a carrier it passes through our own steps. Here is the full timeline for a typical order:

  1. Order placed (day 0). Payment is taken and you receive the confirmation email listing your personalization.
  2. Change window (first 24 hours). Nothing is printed yet. You can change names, photos, size, colour or address, or cancel, free of charge.
  3. Proofreading and printing (1–3 business days in total). We check your personalization, print your tumbler, inspect it and pack it.
  4. Shipped. You receive a shipping confirmation email, with tracking details where the carrier provides them.
  5. In transit (usually 7–14 business days). The parcel travels to you in the United States, Canada, Australia or New Zealand.
  6. Delivered. Your tumbler arrives. If anything is wrong, you have 60 days from delivery to tell us.

What each order status means

The form above shows the status recorded in our shop, and the carrier’s tracking page shows the parcel’s movements once it has shipped. This table explains what each status means and whether you need to do anything.

Order and parcel statuses explained
Status What it means What you should do
Pending payment The order was created but payment has not been completed. Complete payment, or place the order again if checkout was interrupted. Nothing is printed until payment succeeds.
On hold We need something from you, often a question about personalization or a photo. Check your email, including spam, and reply so we can continue.
Processing Paid and in our hands: inside the 24-hour change window, being proofread, printed or packed. Nothing, unless you need a change within 24 hours of ordering.
Completed / Shipped The parcel has left us and a shipping email has been sent. Follow the tracking link in your shipping email.
Label created Carrier status: the label exists but the parcel has not been scanned yet. Wait 24–48 hours for the first scan; this is normal.
In transit Carrier status: the parcel is moving through the network. Nothing. International parcels may show no updates for several days.
Out for delivery Carrier status: it should arrive today. Make sure someone can receive it or it can be left safely.
Delivered Carrier status: the carrier recorded delivery. Open and check your tumbler. If you cannot find the parcel, see below.
Delivery exception Carrier status: an address problem, failed delivery attempt or weather delay. Follow the carrier’s instructions, or contact us with your order number.
Cancelled The order was cancelled by you or by us. Your refund is issued within 7 days of the cancellation.
Refunded Money has been returned to your original payment method. Allow your bank its normal processing time.

The emails you will receive

We keep you informed by email at each important step, so you rarely need to check this page at all:

  • Order confirmation: sent immediately after payment. It lists every tumbler with its size, colour and personalization. Read it carefully: this is your chance to spot a typo within the 24-hour change window.
  • A question from us (only if needed): if proofreading finds something unclear, such as a blurry photo or a name spelled two different ways, we email you and put the order on hold until you reply.
  • Shipping confirmation: sent when the parcel leaves us, with tracking details where the carrier provides them.
  • Refund or cancellation notices: sent whenever money is returned to you.

Add support@cozytumbler.com to your contacts so these emails do not land in spam.

Common tracking questions

My order has said “Processing” for two days. Is something wrong?

No. Processing covers the 24-hour change window plus proofreading, printing and packing, which together take 1–3 business days. Weekends and US holidays do not count as business days, so an order placed on a Friday may still show Processing on Tuesday.

The tracking link says the number is not found.

The carrier usually activates a tracking number only after the first scan, which can take 24–48 hours after our shipping email. Try again the next day. If it still is not found after three business days, email us.

My tracking number changed.

For parcels to Canada, Australia and New Zealand, the local postal service sometimes assigns its own number after the parcel arrives in the country. The original tracking page often shows the new number; you can track on the local postal website with it.

Can I pick up my parcel instead?

We do not offer collection from our address. If you will be away, the carrier may let you choose a pickup point or a safe place through its own tracking page once the parcel is on its way.

Can I change the delivery date?

We cannot schedule delivery for a specific day, because delivery is handled by the carrier. Some carriers let you reschedule a delivery attempt from their tracking page.

I placed two orders. Will they arrive together?

Each order is processed and shipped on its own, so two orders usually arrive as two parcels, possibly on different days. Both ship free. If you need them in one box, email us within 24 hours of the second order and we will try to combine them before either one ships.

Can someone else track my order?

Anyone with the order number and the billing email can use the form at the top of this page, and anyone you forward the shipping email to can follow the carrier link. Share those details only with people you trust.

Why tracking sometimes looks stuck

Tracking is a record of scans, not a live map. A parcel only updates when someone scans it at a depot. Common reasons for a pause:

  • The first day or two after shipping: the parcel is waiting to be collected and scanned in.
  • Weekends and holidays: fewer scans happen, so updates jump forward on the next working day.
  • International hand-over: parcels to Canada, Australia and New Zealand pass from a US carrier to the local postal service, and tracking may switch to a new number or go quiet while the parcel clears customs.
  • Peak seasons: before Christmas and Mother’s Day, depots handle far more parcels and scanning can lag behind.

A pause of several days is normal on international routes. If your order has passed the latest estimated delivery date, read the next section.

Late or lost parcels

Our delivery estimate is 1–3 business days of processing plus 7–14 business days of transit, so roughly 8–17 business days from your order date. If your parcel has not arrived 7 business days after the latest estimated delivery date, email support@cozytumbler.com with your order number. We then open an investigation with the carrier, which takes up to 5 business days. If the parcel is not found in that time, we reprint and reship your tumbler free of charge or refund you in full, whichever you prefer. The details are in our Shipping & Delivery and Refund Policy pages.

Marked as delivered but not received

  1. Check around your door, mailbox, porch, garage and any parcel locker or building reception.
  2. Ask neighbours and anyone else at the address; parcels are often taken in for safekeeping.
  3. Wait one more business day. Carriers sometimes scan a parcel as delivered shortly before it actually arrives.
  4. If it still has not appeared, email us within 60 days of the delivery scan with your order number. We file a claim with the carrier and, where the parcel cannot be found, replace or refund your order.

Wrong address?

If you notice an address mistake within 24 hours of ordering, email us and we will correct it before the order ships. After shipping, we cannot change the address ourselves, but we can send you the tracking number so you can ask the carrier about a redirect where they offer one. If a parcel is returned to us because of an address problem, we reship it free to the corrected address once it arrives back, or refund you if you prefer.

Orders with more than one parcel

Large orders, such as a classroom or office set, occasionally ship in more than one box so that every tumbler is packed safely. If that happens, your shipping confirmation email lists each parcel and its tracking number. Parcels can arrive on different days; please wait until every tracking number shows delivered before reporting a missing tumbler.

Tracking a gift

If you sent a tumbler straight to someone else, the shipping emails come to the email address you used at checkout, so you can follow the parcel without spoiling the surprise. If the recipient’s address shows a delivery exception, contact us rather than the recipient and we will help sort it out.

Tracking a set for a date

Bridal parties, teacher gifts and team orders are often tied to one day. Once your set has shipped, check the tracking every couple of days rather than every hour; updates usually come in steps. If the latest scan shows the parcel is still far from you a few days before your date, email us straight away with the date and order number. We cannot speed up a carrier, but we can check whether there is a delivery exception that needs action and tell you honestly what to expect.

Need help with tracking?

Email support@cozytumbler.com with your order number; we reply within 1 business day. You can also open a request on our Submit a Ticket page or read our FAQs. Cozy Tumbler, 401 Comfort Drive, Williamstown, NJ 08094, US.