Wanelo Help Center

What does my order status mean?

We're sending your order to the store for fulfillment! Make sure to check your email during this time. For security reasons, our Customer Support team may email you to verify the information associated with your purchase and require a response from you within 24 hours.

Preparing to ship
Your order has been received by the store. Most stores ship between 5 and 7 business days from ordering.

In transit
Yay! Your order has been shipped and you'll receive your tracking URL. You'll also receive an email and alert on your phone when this happens. 

Out for delivery
Your item is on the truck out for delivery.

Your item has been delivered! 

If your order status shows your item has been delivered, but you haven’t received your package, there are a few reasons why this may have happened. The most common cause of a missing package is a mistake in the shipping address. The second most common cause is the package being delivered to a wrong address.

If your tracking information shows that your package was delivered to the correct zip code, but you did not receive it, please follow these steps: 
  • Verify that you entered the correct shipping address when you placed your order 
  • Look for a notice of attempted delivery from the carrier
  • Look around the delivery location for your package
  • Ask family members, roommates or neighbors if they accepted the delivery
  • Check your mailbox or wherever else you receive mail - some packages travel through multiple carriers
  • Wait a few days - in some cases packages may say 'delivered' up to 2-3 days prior to arrival
If the package is still not located within a few days, please file a claim on USPS.com. As a reminder of Wanelo's policy, a tracking status deemed ‘delivered’ by the carrier will serve as proof of delivery for all orders. Wanelo is not responsible for lost or stolen claims once proof of delivery is confirmed.

If your tracking information shows that your package was delivered to a different zip code, please email us at shopping@wanelo.com and we will investigate. 

The package encountered some error during transit. The carrier may still be able to reroute the package successfully, so hang tight and see if the tracking status changes.

Returned to sender
The package was unable to be delivered to your address, so the carrier had to send the package back to the seller. If this happens, email us at shopping@wanelo.com and we will coordinate with the seller to re-ship the item or issue you a full refund. 

Available for pickup
The carrier left your package at the local post office or carrier facility. Contact the carrier company to find out how to locate and pick up your package.

Sorry to hear your order was cancelled! Some common reasons for order cancellations are the item being sold out and incorrect billing or shipping information entered. In every instance, we make an effort to communicate to you that your order has been cancelled.

If your order was cancelled and you see a pending charge on your bank account, don't worry! It will automatically disappear in a few days.

Failed Verification
If you’re seeing “failed verification” in your order history, this means we emailed you to verify the order, but did not receive a response within the required 24 hours. This therefore resulted in a cancellation of your order and a complete refund processed to the original form of payment.

To prevent this from happening again, please be sure the email address associated with your Wanelo account is an active one that you check often. You can update your email address in your settings. 

If you'd still like to purchase this item, you will need to place your order again. There is a chance you may hear again from our Customer Support team to verify a purchase, so to avoid another “failed verification” status, simply follow the steps mentioned above.

Remember! With the Wanelo Guarantee, we guarantee that your purchase is secure. If you don’t receive the item you ordered, we’ll cover the full cost of your order, including shipping.

If you have any other questions about order statuses, email us at shopping@wanelo.com  
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