Track your order

Every jar ships from our own stock, so there is no waiting on a supplier. Here is exactly how long your order takes, how to follow it, and what to do if something looks wrong.

How long it takes

We hold our own stock. Nothing is drop shipped and nothing waits on a third party, so your order starts moving the moment it lands with us.

• One to two working days to pick and pack your jar.
• Three to five working days in transit with the courier.
• About five working days in total from the day you order to the day it is in your hands.

Working days are Monday to Friday. Weekends and public holidays in your country are not counted. Orders placed late in the evening are picked the next working day.

We ship worldwide. Long haul destinations and remote addresses can sit at the slower end of that transit window, and in a few countries local handling adds a day or two. Full detail is on the shipping policy page.

Your tracking email

You get two emails from us. The first confirms your order straight away. The second is the one that matters: it goes out the moment the parcel leaves us and it carries your tracking number and a link to follow it.

If the tracking email has not arrived within two working days of ordering, check your spam and promotions folders first. It comes from hello@arcticorgans.com, so add that address to your contacts and it will always land in your inbox.

Tracking can take up to twenty four hours to come alive after you receive the email. That is normal. The number is created when the label is printed, and the first scan happens when the courier collects the parcel.

If something looks wrong

Tracking has not updated in a few days

A parcel that sits on the same status for two or three days is usually still moving. Scans go quiet between hubs, and they go quiet again when a parcel crosses a border and changes hands from one carrier to the local one. It almost always catches up on its own.

If there has been no movement at all for five working days, email us. We will chase the courier from our end and, if the parcel is genuinely lost, we will send a replacement. You do not have to fight the courier yourself. That is our job.

It says delivered but it is not there

Before you email, check three places. Couriers mark a parcel delivered the second it leaves their hands, and it is often closer than you think.

• Any safe place you have set up with your courier, such as a porch, a shed or behind a gate.
• Your neighbours, and the building reception or post room if you are in flats or an office.
• A card or a notice in your letterbox pointing to a local depot or pickup point.

Still nothing after twenty four hours? Email us with your order number and we will take it from there. We open a case with the courier and sort you out. You will not be left chasing a missing jar on your own.

You entered the wrong address

Tell us straight away. If the order has not been picked yet, we can change the address in minutes and nothing is lost. Once the label is printed and the parcel has left, we cannot pull it back.

If a parcel goes to an old address, it usually comes back to us as undelivered. When it lands we will reship it to the correct address at no extra charge on your first occurrence.

Your delivery is every four weeks, so it is worth fixing the address on your subscription as well as on the order in front of you. Do that in manage subscriptions, and do it before your renewal date so the next jar goes to the right place.

Email us and we will find it

One address handles everything: hello@arcticorgans.com. A real person reads it and you will hear back inside one working day, Monday to Friday.

Include these four things and we can usually answer on the first reply instead of going back and forth.

• Your order number, which is in your confirmation email.
• The name and delivery address on the order.
• What the tracking page currently says, including the date of the last scan.
• Anything you have already checked, such as neighbours or a local depot.

If your question is about returning a jar rather than finding one, message us before you send anything back. The steps are on the refund policy page, and refunds we have agreed are processed within three to seven working days.

For anything else, the FAQ covers the questions we get most, and the contact page has every way to reach us.