Where Can I Find My Tracking Information?

Once your order has been dispatched, we will normally send a shipping confirmation email containing your tracking number or tracking link.

If you cannot find the email, please check your inbox, spam or junk folder, and promotions folder. Make sure you are checking the email address used when placing your order.

If you still cannot locate your tracking information, contact us at info@aervyne.com and include your order number.

When Will Tracking Start Updating?

Orders are processed and handed to the carrier within 1–2 business days after payment confirmation, excluding weekends and company-observed holidays.

After the package has been handed to the carrier, the first meaningful tracking update may take 24–48 hours to appear.

During this period, you may see statuses such as:

• Label Created

• Shipment Information Received

• Pre-Shipment

• Awaiting Carrier Collection

• No Tracking Events

• These statuses do not necessarily indicate a problem. A shipping label may be created before the carrier physically receives the package, and tracking information may take additional time to appear.

Please note that order processing time is separate from carrier transit time.

Which Carriers Do You Use?

We use DHL and FedEx for order delivery. The carrier assigned to your shipment depends on the destination, available shipping service, and fulfillment requirements.

For international shipments, the original carrier may transfer the package to an authorized local delivery provider for final delivery. As a result, the carrier shown in later tracking updates may differ from the original carrier.

You can also check your shipment directly through the official tracking services:

DHL: https://www.dhl.com/

FedEx: https://www.fedex.com/

Why Does My Order Have More Than One Tracking Number?

We fulfill orders through a combination of direct fulfillment and third-party warehouse fulfillment, with inventory held at different U.S. fulfillment locations.

Depending on product availability and inventory location, items in the same order may be prepared and shipped separately.

This means:

•  You may receive more than one tracking number.

•  Different packages may be dispatched at different times.

•  Packages may have separate tracking updates.

•  Items from the same order may arrive on different days.

•  Receiving one package does not necessarily mean your entire order has been delivered.

Please review all tracking numbers associated with your order before reporting an item as missing. You will not be charged additional shipping solely because we split an order into multiple packages for fulfillment purposes.

Common Tracking Statuses

Label Created

The shipping label has been generated, but the carrier may not have completed its first physical scan.

In Transit

Your package is moving through the carrier’s transportation network. Tracking updates may pause while the package travels between facilities.

Arrived at Carrier Facility

Your package has reached a carrier facility and is continuing toward its destination.

Out for Delivery

Your package has been assigned for local delivery and is expected to arrive soon. Delivery timing may still change because of weather, traffic, or carrier operations.

Delivery Attempted

The carrier attempted delivery but could not complete it. Please review the tracking information for instructions about redelivery, pickup, address confirmation, or contacting the carrier.

Available for Pickup

Your package is being held at an authorized pickup location. Please collect it within the timeframe specified by the carrier to avoid it being returned.

Customs Clearance

Your international shipment is undergoing customs review or import processing. Additional information, documentation, duties, or taxes may be required before delivery can continue.

Exception or Delivery Delayed

A temporary issue is affecting normal delivery. Possible causes include weather, transportation disruptions, address problems, customs processing, or unsuccessful delivery attempts.

Delivered

The carrier has recorded the package as delivered. If you cannot locate it, please follow the steps in the section below.

Tracking Has Not Updated for Several Days

A temporary pause in tracking does not automatically mean that your package is lost. Your shipment may be moving between carrier facilities, transferring between delivery networks, or undergoing customs clearance.

Please contact us if either of the following applies:

•  Tracking has not updated for 3 business days after the initial 24–48-hour tracking period.

•  Your package has passed its estimated delivery window.

•  When contacting us, please provide your order number, tracking number, the name used for the order, and a brief description of the issue.

After receiving your report, we will:

•  Open an investigation within 1 business day.

•  Contact DHL, FedEx, or the relevant fulfillment partner.

•  Provide progress updates at least every 2 business days while the investigation remains open.

•  Aim to resolve the issue within 5–7 business days.

•  If, after 7 business days of investigation, we cannot establish the package’s location and provide a reasonable delivery estimate, we will offer a replacement at no additional cost or a refund.

You do not need to wait for the carrier to complete or pay a claim before we provide the agreed resolution.

Refunds for confirmed lost shipments are issued to the original payment method within 7 calendar days after the refund resolution is confirmed.

Tracking Says “Delivered,” but I Cannot Find My Package

If your tracking information shows “Delivered” but you cannot locate the package, please check the following locations before contacting us:

•  Front, side, or rear entrances and your porch.

•  Your mailbox or parcel locker.

•  Building reception, the mailroom, or property management.

•  Other safe delivery locations around your property.

•  Household members or nearby neighbors, where appropriate.

•  Any delivery photograph or notice provided by the carrier.

•  Please also confirm that the shipping address shown in your order confirmation is correct.

If the package is still missing, contact us at info@aervyne.com with your order number, tracking number, delivery address confirmation, and any available carrier case number or delivery evidence.

We will begin reviewing the issue within 1 business day and request available delivery evidence from the carrier. We will provide an update at least every 2 business days while the investigation remains open.

If we cannot establish correct delivery within 7 business days of investigation, we will offer a replacement or refund.

A “Delivered” tracking status alone does not automatically determine whether a refund, replacement, or another resolution is available.

What If the Carrier Cannot Deliver My Package?

Delivery may be unsuccessful because of an incomplete or incorrect address, unsuccessful delivery attempts, recipient unavailability, failure to collect the package, or unresolved customs requirements.

If the carrier requests additional information or action, please follow its instructions as soon as possible to help prevent further delays or the return of your shipment.

If a package is returned to us, we will review the reason for the failed delivery and explain the available next steps.

If the issue resulted from our confirmed error or a carrier failure, we will cover the cost of the agreed replacement or redelivery.

If the issue resulted from an incorrect address supplied at checkout, failure to collect the package, refusal of delivery, or failure to complete required import procedures, any applicable costs will be explained before the next step is arranged. Any deduction from a refund will be limited to costs that may lawfully be retained.

Refusing a package does not automatically communicate a cancellation request. Please contact us directly so we can record your instructions and explain the available options.

Can I Change My Address After Ordering?

If you notice an error in your shipping address, contact us at info@aervyne.com as soon as possible and provide your order number and the correct address.

For the best opportunity to make a change, we recommend contacting us preferably within 12 hours after placing your order. However, an address change is not guaranteed because it depends on the current fulfillment status.

We can update the address while the order remains available for modification before carrier handover.

Once the package has been handed to DHL or FedEx, address changes depend on the services available from the carrier and may not always be possible. If a carrier offers a redirection service involving an additional charge, we will explain the available option and the actual carrier charge before you decide whether to proceed.

Please refer to our Cancellation Policy for order cancellation requests and our Shipping Policy for further delivery information.

International Tracking and Customs

All orders are dispatched from the United States through our own inventory or a third-party fulfillment warehouse located in the United States.

We ship to eligible addresses within the contiguous United States and supported European destinations. Please review our Shipping Policy for the complete list of eligible countries and delivery restrictions.

International tracking may pause while a shipment travels between carrier networks, enters the destination country, undergoes customs clearance, or transfers to a local delivery provider.

For eligible European destinations, import duties, customs clearance charges, brokerage fees, and carrier import-handling fees are not included in our shipping charges or checkout total. These charges are generally paid by the recipient directly to the relevant customs authority or carrier. Import VAT that has not already been collected at checkout may also be payable.

Free shipping applies to the applicable shipping charge and does not automatically include customs duties, taxes, or other import-related costs.

Please respond promptly to requests from the carrier or customs authority for recipient information, documentation, or import payments to help avoid unnecessary delays.

For complete delivery coverage, shipping fees, estimated transit times, and customs information, please review our Shipping Policy.

Need Help With Your Shipment?

If you need assistance with tracking updates, split shipments, delivery delays, missing packages, address problems, delivery attempts, customs issues, or returned shipments, please contact us.

Email: info@aervyne.com

Phone: +1 (623) 275-0740

Business Hours: Monday – Friday: 9:00 AM – 5:00 PM (MST, UTC−7); Saturday – Sunday: Closed; Major U.S. Public Holidays: Closed.

When contacting us about an existing order, please include your order number, tracking number, full name used for the order, and a clear description of the issue. Relevant tracking screenshots or carrier messages may also help us review your shipment more efficiently.

We will review your request according to our Shipping Policy and applicable store policies and provide the appropriate next steps.