Order Tracking
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Order tracking at a glance
- What you need: your order number and the billing email you used at checkout.
- Where to find the order number: in your order confirmation email.
- Processing: 1–3 business days while your pieces are embroidered.
- Transit: 7–14 business days to the United States, Canada, Australia and New Zealand.
- Tracking numbers: when a tracking number is available for your parcel, we email it to you.
- Changes: possible within 24 hours of ordering.
- Help: [email protected], with replies within 24 hours on business days.
1. How to use the order lookup above
The form at the top of this page shows the current status of your Kind Stitch order and the items in it. It works for every order, whether you checked out with an account or as a guest.
- Find your order number. Open the confirmation email we sent right after you ordered. The order number is near the top, usually beside the date.
- Type the order number into the order ID field. Enter only the digits; a leading “#” is not needed.
- Type your billing email, which is the email address you entered at checkout. If you sent a gift, this is your email, not the recipient’s.
- Press the track button. The page shows your order status, the items and sizes, and the personalization you chose.
If the form says it cannot find your order
- Check for a typo in the order number, such as a swapped digit.
- Check the email for small differences: a missing letter, a different domain ending, or an old address you no longer use.
- If you placed two orders, try each order number in turn; each one is looked up separately.
- Still stuck? Email us with your full name and the date you ordered, and we will find it for you.
Cannot find the confirmation email?
Search your inbox for “Kind Stitch” and check spam, promotions and updates folders. If it truly never arrived, the email address may have been mistyped at checkout. Write to [email protected] from the address you meant to use, with your name and the approximate order time, and we will look it up.
2. What each order status means
The status shown by the lookup describes where your order is in our process. Here is what each one means in plain words for a Kind Stitch order.
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was started, but payment has not been completed yet | Finish checkout, or email us if you think you were charged |
| On hold | We are waiting to confirm payment or need a detail from you | Check your inbox for an email from us |
| Processing | Payment is complete and your pieces are being prepared and embroidered | Within 24 hours of ordering, email us with any change |
| Completed | Your order has been prepared and handed over for shipping | Watch for a tracking email when one is available |
| Cancelled | The order was cancelled by you or by us | See the cancellation email for refund details |
| Refunded | A refund has been sent for the order or part of it | Allow your payment provider time to post it |
| Failed | The payment did not go through | Try again at checkout or contact us for help |
Why “Processing” can last a few days
Every name, date and initial is embroidered after you order. Processing takes 1–3 business days, and only business days count, Monday to Friday. An order placed on a Friday evening will usually begin processing the following Monday, so a status that has not moved over a weekend is perfectly normal.
“Completed” does not mean delivered
In our store, “Completed” means your order has left our hands. The parcel then spends 7–14 business days in transit to any of our four countries. Delivery updates, when available, come from the tracking number rather than from this status.
3. Tracking numbers and parcel updates
When a tracking number is available for your parcel, we email it to the billing email on your order. We do not promise a tracking number for every order, and when there is one, it may appear a day or two after the order status changes.
Reading carrier updates
- Label created or shipment information received: the parcel has been registered but may not have been scanned yet. It is common to see no movement for a day or two after this.
- In transit: the parcel is moving between facilities. Gaps of several days without a scan can happen, especially on international routes.
- Customs or border processing: for Canada, Australia and New Zealand, the parcel is passing through the destination country’s checks.
- Out for delivery: it should arrive that day.
- Delivered: the carrier has recorded the drop-off. If you cannot find it, see section 5.
Ordering for someone else
Tracking emails go to the billing email, so a surprise stays a surprise. If you sent matching sweatshirts to grandparents in Canada, you will see the updates while they simply open the door to a parcel 7–14 business days after it ships.
4. Typical timeline from order to doorstep
These are estimates based on our processing and transit times. They are not fixed delivery dates, and weather, holidays and border checks can add time.
| Step | Estimated time | What you will usually see |
|---|---|---|
| Order placed | Day 0 | Order confirmation email |
| Change window | First 24 hours | Status: Processing |
| Embroidery and packing | 1–3 business days | Status: Processing |
| On the way | 7–14 business days | Status: Completed; tracking email when available |
| Delivered | About 8–17 business days after ordering | Parcel at your door; 60-day return window begins |
Full details on costs, countries and customs are on our Shipping & Delivery page.
5. If something does not look right
The status has not changed for a while
First, count business days only. If your order has been in “Processing” for more than 3 business days, or in transit well beyond 14 business days, email us with your order number. We will check on it and tell you what we find.
The parcel shows delivered but is not there
- Look around entrances, side doors, mailrooms and parcel lockers.
- Ask neighbors, a building manager or anyone else at the address.
- Wait one more business day; delivery scans sometimes run ahead of the parcel.
- Then email us with your order number and the address it was meant for. We will help you with the next steps.
The address on the order is wrong
Within 24 hours of ordering, the address can be corrected for free. After that, email us as soon as possible; if the parcel has not left yet we may still be able to update it, and if it has, we will help where we can. More on this is on our Cancel or Change an Order page.
Only part of a family order arrived
A couple order or a family set, say Big Star and Little Star tees in adult L, adult M, Youth S and 3T, usually travels in one parcel. If you open the box and a piece is missing, check the packing slip first, then email us with a list of what arrived. If an order ever ships in more than one parcel, we let you know by email.
6. Checking the details of your personalization
The lookup also lists what you ordered: each item, its size and the personalization text. It is a handy place to double-check that “Maya” is on the Moon half in L and “Jordan” on the Star half in S before the parcel arrives.
- If you spot a mistake within 24 hours of ordering, email us and we will correct it for free.
- After 24 hours, embroidery may have begun and the text can no longer change, but any item can be returned or exchanged within 60 days of delivery.
- We do not send a proof before production; the live preview you saw on the product page is what we embroider.
7. After your parcel arrives
Once your order is delivered, try each piece on, ideally together if it is a matching pair. If a size is off, the thread color is not what you pictured, or one half of a pair set needs to be swapped, you have 60 days from delivery to return or exchange it, with return postage paid by us. Start with our Returns & Exchanges Policy, and see the Refund Policy for when your money comes back.
8. Questions people ask while they wait
Can I speed up my order?
Every piece goes through the same 1–3 business days of processing, because the embroidery is done after you order, and shipping is free with the same 7–14 business day transit estimate for every order. We do not offer a faster option at the moment. If you are working toward a date, count the business days carefully before ordering.
Will my order arrive before a specific date?
We cannot fix a delivery date. What we can do is share the estimate: about 8–17 business days from order to doorstep, plus extra time around public holidays. If your date is close, email us before you order and we will tell you honestly whether the timing looks comfortable.
Why does the tracking show my parcel in another state or country?
Every order ships from the USA, so a parcel headed for Canada, Australia or New Zealand will travel through sorting facilities and an international hub before it crosses the border. Scans from places you do not expect are a normal part of that route.
Can I change the delivery address through the tracking page?
No. The lookup only shows information. To change an address, email us within 24 hours of ordering with the order number and the full new address.
I ordered two things separately. Will they arrive together?
Separate orders are processed separately, so they may ship and arrive on different days. Look each one up with its own order number. If it matters that they arrive together, mention both order numbers in an email and we will tell you what we can do.
9. Keeping your order details private
Your order number and billing email together open the order lookup, which shows your items, your personalization and your shipping details. Treat them a little like a key.
- Avoid posting a photo of your confirmation email or packing slip online without covering the order number and address.
- If you share a screenshot of the tracking with family, crop out the email address.
- Kind Stitch will never ask you for a password or full payment details by email. Support only ever writes from [email protected].
- If you receive a message about your order that does not look right, forward it to us before clicking any link in it.
To learn how we handle the information you share with us, read our Privacy Policy.
10. Contact us about your order
Email [email protected] with your order number, your name and a short description of the question. We reply within 24 hours on business days. Support is by email only, which means every answer stays in writing for you to refer back to. For other questions, our Help Center and FAQs are good places to start, and you can also send a request through our Submit a Ticket page.
Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US.