Customer Service - Tracking Your Order
Tracking your Order
Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered. The tracking information is accessible from your Order History on our website when it becomes available.
When can you track your order?
At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. Tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).
Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, your Order History on Roxy.com will not offer tracking information but will still offer order status and other details.
Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.
|Standard Status Messages|
|Submitted and Processing||Your order has been submitted and the information you entered during checkout is being processed.|
|Item(s) located in stock||The items that you selected and submitted within your order during checkout are available and have been located in our warehouse.|
|Shipped on: 00/00/0000||The items have shipped from our warehouse and are on their way to the designated shipping destination.|
|Backordered||One or more items in your order are currently unavailable for shipment. You will be notified via email when the item(s) become available and ship from our warehouse.|
|Return received on: 00/00/0000||Returned items are being processed. If you returned an item to our warehouse, this status informs you that we have received the item.|
|Credit issued on: 00/00/0000||After your returned item is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned item within 30 days of our receiving it at the warehouse.|
|Additional Status Messages|
|Temporarily Suspended: Please call 800-892-2281||Your order is suspended and is awaiting verification from you. This is potentially due to missing or invalid order or payment information. If you receive this status message, please call Customer Service immediately for assistance.|
|Item(s) on hold until release date: 00/00/0000||Specific items are available for early purchase on our website prior to the manufacturer's release. Within 24 hours of the release date, you will be notified via email that it has shipped from our warehouse.|
|Cancelled on 00/00/0000 due to missing or invalid order information||An error has occurred during the order authorization process. Your order was suspended, as we attempted to contact you, and finally cancelled. Cancelled orders cannot be reprocessed and must be submitted again on our website.|
|Cancelled on 00/00/0000 due to missing or invalid payment information||Due to missing or invalid payment information, your order was cancelled. Cancelled orders cannot be reprocessed and must be submitted again on our website.|
Finding Your Order Status
The status of your order is easy to find.
- Check your email. You are required to enter an email address during Checkout, so that you may receive emails regarding the status of your order.
- Visit the website. You may track your order online at any time. Information about your open orders, tracking, and past orders is available.
- Contact us. If you still have questions about your order, please contact us at 800-892-2281 or via email.
How is order status different from tracking information?
The status of your order is supplied by Roxy.com. It represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from your Order History on our website when it becomes available.
*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.