Track a Fernva order
Use the secure order link in your shipping confirmation email to view the latest carrier updates. If you have a Shopify customer account, you can also sign in to view your orders.
For privacy and security, include your order number and the email address used at checkout. Do not send payment-card details.
I have not received a tracking number
Tracking is usually sent after a fulfilment partner prepares the parcel. Check your spam or promotions folder and confirm that you are checking the same email address used at checkout. If the estimated processing period has passed, contact Fernva with your order number.
Why has tracking not updated?
A label may be created before the carrier records its first physical scan. Updates can also pause while a parcel moves between facilities. If there is no movement beyond the expected delivery window, contact us so we can request an investigation.
Multiple-parcel deliveries
An order can arrive in more than one parcel when products are fulfilled from different facilities. Parcels may have separate tracking numbers and delivery dates. A delivery notification for one parcel does not always mean the entire order has arrived.
Marked delivered but not received
- Wait until the end of the delivery day because some carrier scans appear before final drop-off.
- Check entrances, safe places, parcel lockers and other locations around the delivery address.
- Ask household members, neighbours, building management or reception.
- Review the carrier tracking page and contact the carrier if a local delivery office is listed.
- If the parcel is still missing, contact Fernva within 48 hours with the order number and available tracking details.
Fernva will review the carrier information and, where appropriate, request an investigation. A delivered scan does not result in an automatic refund; the outcome depends on the carrier investigation, order circumstances and rights under applicable consumer law.
Incorrect address, refusal or non-collection
If an incorrect or incomplete address, refusal or failure to collect causes a parcel to be returned, the customer may be responsible for the cost of reshipping. Contact us promptly if you notice an address problem.