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Enter your order number and the email address you used at checkout in the form above to see the current status of your Koishine order. This page also explains what each status means, where to find your order number and tracking number, and what to do if a parcel seems to be taking too long. If anything looks wrong, write to support@koishine.com; we reply within 1 business day.
Tracking in brief
- Order number: in your order confirmation email, sent as soon as you order.
- Tracking number: in your shipping email, sent when the parcel leaves us, usually 1–3 business days after the 24-hour correction window.
- Delivery estimate: 7–14 business days in transit, 8–17 business days from ordering.
- If it stalls: write to us after 7 business days without movement, or 7 business days past the estimate.
Finding your order number
Your order number is shown on the page you see straight after paying, and in the subject line and first lines of your order confirmation email from Koishine. It is a number, sometimes shown with a number sign before it. If you created an account, every order and its number also appear under your account’s order history.
The email address must be the one entered at checkout. If you are not sure which address you used, search all your inboxes for “Koishine”, or write to us with your name and the delivery address and we will find the order for you.
What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been confirmed. | If you completed payment, wait a few minutes and check again. If it stays pending, write to us before paying again. |
| On hold | The order is paused, usually because we asked you for a clearer photo or a missing detail, or because you asked us to hold it. | Check your email for our message and reply with what we need. |
| Processing | Payment is confirmed. Your order is in the 24-hour correction window or being made. | Send any change within 24 hours of ordering. Otherwise, nothing to do. |
| Completed | Your keepsake has been made and handed to the carrier. A shipping email with tracking has been sent. | Follow the parcel with the tracking number in that email. |
| Cancelled | The order was cancelled by you or by us before it shipped. | Any payment is refunded and reaches you within 7 calendar days. |
| Refunded | A full or partial refund has been approved. | The money reaches your original payment method within 7 calendar days of approval. |
| Failed | The payment did not go through, so no order was placed. | Try again or choose another payment option shown at checkout. |
What the carrier’s tracking statuses mean
Once your parcel is on its way, the carrier’s tracking page shows the next steps. Wording varies between carriers, but the stages are similar:
| Carrier status | What it usually means | What you should do |
|---|---|---|
| Label created or pre-shipment | The label exists and the parcel is waiting to be collected or scanned. | Nothing. The first scan can take 24 to 48 hours to appear. |
| In transit | The parcel is moving through the carrier’s network, possibly between countries. | Nothing. International parcels can go several days without an update. |
| Customs clearance | The parcel is being processed at the border into Canada, Australia or New Zealand. | Watch for a message from the carrier about any duties or taxes due. |
| Out for delivery | The parcel is with the local delivery driver. | Make sure someone can receive it, or that it can be left safely. |
| Delivered | The carrier has recorded delivery. | If you cannot find it, see the section on missing parcels below. |
| Delivery exception or attempted delivery | Delivery could not be completed, for example because of an access problem or an address issue. | Follow the carrier’s instructions, and tell us if the address needs correcting. |
| Returned to sender | The parcel is coming back to us. | Write to us with the correct address and we resend it free of charge. |
A typical journey, with dates
To give a sense of timing, here is how an order placed on a Tuesday might progress. Your own dates depend on when you order, where the parcel is going and how busy the carriers are.
- Tuesday: you place the order and receive the confirmation email. The status is Processing.
- Wednesday: the 24-hour correction window closes and the order joins the making queue.
- Thursday to the following Monday: your keepsake is printed or engraved, finished, checked and packed, within 1–3 business days.
- When it ships: the status changes to Completed and you receive the shipping email with your tracking number.
- Over the next 7–14 business days: the parcel travels to you. Tracking may update daily within the United States, and less often during international transit.
When a parcel is late
Delivery estimates come from carriers and are not guaranteed. A parcel a day or two beyond its estimate usually arrives without help. Please write to us if:
- tracking has not changed for 7 business days; or
- the parcel has not arrived 7 business days after the end of its estimated delivery window; or
- tracking shows a problem you cannot resolve with the carrier, such as an address issue.
Include your order number. We contact the carrier and open an investigation for you; you do not need to deal with the carrier yourself. If the carrier confirms the parcel is lost, or cannot find it within 5 business days, we remake your keepsake and send it again, or refund you in full, whichever you prefer. A refund reaches your original payment method within 7 calendar days of approval. Our Shipping & Delivery page has the full details.
When tracking says delivered but you cannot find the parcel
- Check around the entrance, porch, mailbox, parcel locker or any safe place you have agreed with the carrier.
- Ask neighbours, building reception or a concierge whether they took it in.
- Look for a card from the carrier, and check with your local post office, which may be holding it.
- Wait until the end of the next business day; carriers sometimes record delivery shortly before it actually happens.
- If it still cannot be found, write to us within 60 days of the delivery date with your order number. We will investigate with the carrier and agree a solution with you.
No shipping email yet
Your shipping email is sent when your parcel leaves us, normally within 1–3 business days after the 24-hour correction window. If your order is older than 4 business days and you have not received it, check your spam or promotions folder, then look up the order with the form above. If the status is On hold, we are waiting for something from you, usually a clearer photo or a missing detail; check your inbox for our message. If the status is Completed but you have no email, write to us and we will resend the tracking number.
Gifts sent to someone else
If you sent a keepsake directly to someone, the tracking emails come to you, not to them, so you can follow the parcel without revealing anything. If the recipient needs to arrange delivery, for example at a workplace or with a neighbour, you can forward them the carrier’s tracking link; it shows the parcel’s progress but no prices.
Orders in more than one parcel
If your order was sent in more than one parcel, each one has its own tracking number, listed in the shipping emails. Parcels may arrive on different days. If one arrives and another does not, each is treated separately, and the steps above apply to the missing one.
Changing the delivery address
Before your parcel leaves us, we can change the address free of charge; write to us as soon as you notice. After it has shipped, we ask the carrier to redirect it, but the carrier decides whether that is possible. If the parcel comes back to us, we send it again at no cost once you confirm the correct address. See Cancel or Change an Order for more.
Tracking a remake or an exchange
When we remake a piece after damage, a fault or a correction, or make an exchange piece for you, it is shipped with a new tracking number, which we email to you. The original order number stays the same, so you can keep using it when you write to us. If a remake is for a memorial or another date-sensitive keepsake, mention the date and we move it to the front of the making queue; the carrier’s transit time still applies after it ships.
Holiday seasons
In the weeks before Christmas, carriers handle many more parcels than usual, and international parcels in particular can pause for several days at sorting centres and customs. Tracking may show no movement during that time even though the parcel is travelling normally. The 7-business-day rule above still applies, and we are glad to check on a parcel for you sooner if a date is close. For the best chance of arrival before a holiday, order at least 17 business days ahead.
Duties and deliveries outside the United States
For parcels to Canada, Australia and New Zealand, the carrier may contact the recipient about import duties or taxes before delivering. These charges are set by the destination country and paid by the recipient; Koishine does not collect them. If a parcel is held at customs for a long time, write to us and we will check its status with the carrier.
Keeping your tracking details safe
A tracking number on its own shows only the progress of the parcel, not what is inside or who sent it, so it is safe to forward to the recipient or a neighbour. Our order lookup form above asks for both the order number and the checkout email address, so that nobody can see your order details from the order number alone. If you ever receive a text or email saying a Koishine parcel is held and asking for a fee or card details, it is not from us or from the carrier acting for us; please forward it to us and do not pay. Genuine duty requests for parcels to Canada, Australia or New Zealand come from the carrier or postal service of that country.
Need help with an order?
Email support@koishine.com or open a support ticket with your order number. You can also browse the Help Center or our frequently asked questions. We reply within 1 business day.