This article describes basic information about shipping timelines and how you can track orders being shipped to you.
This article contains the following sections:
Tracking Visibility
Tracking visibility varies by shipping method:
- Parcel carriers (UPS, FedEx, USPS, etc.): Tracking appears after the label is created, and the package receives its first scan. This can take 24-72 hours from label creation.
- Freight and white-glove shipments: Many carriers do not provide end-to-end live tracking. Instead, they will call to schedule your delivery. You may receive limited milestones (ex. picked up, at terminal, out for delivery).
- Seller-managed or custom orders: If your item is made-to-order or has a future ready-to-ship date, tracking will only appear close to pick up. In some cases, sellers provide tracking within 1-2 weeks of the ready-to-ship date.
- International and sea freight: Ocean segments lack live tracking until US port arrival.
You can view the tracking/shipping status of your order by navigating to your 'My Purchases' page and clicking on the Details button to the right of the item.
If you don’t see an update within 3 business days of the ready-to-ship date (or the timeframe the seller gave), contact us to follow up.
Lost Deliveries
If your tracking shows the item as being delivered or the shipment cannot be located, Chairish can help start a carrier claim. Before filing a claim, please:
- Confirm the shipping address on your order.
- Check with household members, neighbors, and your building’s mailroom or office.
- For parcel deliveries, allow 24 hours after a delivery scan in case of mis-scans or late-day drop-offs.
- For freight, confirm whether a delivery appointment was attempted and ask for the proof of delivery (POD), if applicable.
If a package is lost in transit and no replacement is available:
- You will be refunded in full and the order closed under our Buyer Guarantee.
- Provide any shipping proof you have (label, tracking, drop-off receipt, or date/time/store details) to Support to finalize the investigation.
If you suspect theft after delivery, file a police report. This helps document the incident for any claim or insurance review.
UPS: 'Held for Pickup'
If UPS tracking shows your package is held for pickup, retrieve it promptly to avoid a return to sender.
What to do:
- Open your UPS tracking page and note the facility name/address where it's held.
- Call the location to confirm hours and that your package is ready for pickup.
- Bring a government-issued ID that matches the name/address on the shipment and your tracking number.
- Pick up as soon as possible- UPS facilities generally hold packages for a limited time before returning them to the sender.
If you don't pick up:
- After UPS's hold period ends, the package may be returned to the sender. If that happens, contact the seller via your order message thread to discuss reshipment (additional charges may apply) or next steps.
After pickup:
- Mark the order as picked up from your Dashboard To-Do List or provide your 5-digit pickup code to the seller so they can confirm completion.
Troubleshooting
Tracking Link Doesn't Open or Shows as 'Not Found'
If your tracking link doesn't open or a tracking number shows as 'not found', try the following:
- Allow activation time: Some carriers need time to register a new tracking number. Check back after 24-48 business hours.
- Verify the carrier: If FedEx can't find a number, it may belong to a different carrier (ex. Metropolitan or a freight provider). Use the carrier website specified in our email, or ask us to confirm which carrier's site to use.
- Try the carrier site directly: Copy the tracking number and paste it into the carrier's official tracking page, rather than clicking a link.
- Clear Cache: Clear cookies or try another browser/device if a page fails to load.
- If a link looks suspicious: Do not enter any personal information. Only use links sent by us or directly from the named carrier. Forward the link to our support team so we can verify and resend a safe link.
If the issue persists after these steps or after the activation window, contact us and we'll troubleshoot with the carrier on your behalf.