Track Your Order
How to Track Your Order
If this is your first purchase with The Ordinary, getting set up to track is simple. Create or sign in to your account, open the relevant order, and select "Track Package" to launch the courier's live map. Returning customers will find the very same button waiting in their order history for every shipment they place. Every customer at The Ordinary receives a unique tracking reference the instant a shipping label is generated. You may use this reference on our tracking portal, through the link in your email, or on the courier's platform — all three routes surface identical delivery information. Choose whichever channel is most convenient for you.
Your Tracking Number
Right after your goods leave our warehouse, an automated email lands in your inbox carrying your personal tracking number. Because the code is tied to your specific consignment, it lets both you and the carrier pinpoint exactly where the box is at any moment. We recommend saving this email until your order is safely in hand. Look for your tracking number inside the shipping confirmation email sent from support@shipvex.shop. Orders containing multiple products might be fulfilled in batches, in which case a distinct tracking number is emailed for each shipment as it departs. All of these codes remain valid throughout the entire delivery window.
Processing and Transit Times
Think of your wait in two chapters — preparation and travel. Preparation runs 1-2 business days as we assemble and label your shipment, and travel runs 4-6 business days as it crosses the courier network to your door. Because we cover the cost with free shipping, the estimate you see is purely about time, never about price. Please plan for a total delivery estimate that combines handling and shipping time. We aim to dispatch within 1-2 business days of your purchase, after which the carrier generally needs 4-6 business days to complete the journey to your address. Every shipment travels with free shipping, so the only thing you are waiting on is the transit itself.
No Tracking Update Yet?
If days pass with no change at all, start by confirming you are entering the tracking number correctly and checking it directly on the carrier's own site. A stubbornly blank result once you are well into the expected 4-6 business days of transit is worth flagging to us, and we will step in to locate your order. Please do not be alarmed by a tracking record that looks stuck in one place. The information you see reflects the last scan event, and there can be meaningful distances between scans as your box moves across the country. Once it reaches the next hub, the timeline will update with the latest location and a revised delivery estimate.
Wrong, Missing, or Damaged Items
Should your order arrive damaged, incomplete, or containing an incorrect product, let us know within a reasonable time of delivery. Keep the packaging and take a few clear photos, as these help us process a replacement or refund without delay. Our team will walk you through the next steps and resolve the matter promptly. In the uncommon case that part of your order is absent from the box, remember that multi-item orders can ship in separate parcels arriving on different days. Check your emails for more than one tracking number before concluding that something is missing. If everything has been delivered and an item is genuinely absent, contact us and we will dispatch the remainder immediately.
Need Help? Contact Us
Reaching us is simple. You are also welcome to write to us at 1411 Wells Ave SE, Huntsville, Alabama 35801, US, though email tends to be the speediest route to a resolution. The Ordinary customer support stands ready to resolve tracking issues, missing parcels, and delivery concerns of every kind. Including your order number and tracking code in your first message helps us help you sooner.