Where is my order?
Enter your order number and the email you ordered with. The live carrier status loads right here on this page. No redirect, no second window.
Your order is boxed and labeled at the fulfillment center. The carrier scans the package when they collect it, usually within 24 hours of dispatch. Every scan after that appears here automatically, so you do not need to check back.
It is in the queue to be packed. As soon as it leaves our fulfillment center you will get a tracking email, and every carrier scan after that appears on this page automatically.
Nothing has shipped in the first few hours after you order. That is normal. Tracking goes live once the carrier scans the package, usually 24 to 48 hours after you order.
The four days between checkout and your door
Most of the questions we get are really about timing. Here is the whole sequence, so you can tell at a glance whether your order is early, on time or genuinely stuck.
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Minute one
Order confirmed
A confirmation email lands right away. It has your order number in it — that is the number the form above wants. No tracking number yet, because nothing has been handed to a carrier.
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Same business day
Packed and handed off
Orders placed before 12:00 PM Pacific (3:00 PM Eastern) Monday to Friday leave the same business day. Anything later, or on a weekend or holiday, goes out the next business day.
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24 to 48 hours
Tracking email arrives
As soon as the carrier scans the package, we email you the tracking number. If it has been longer than 48 business hours, check your spam folder before you write in.
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3 to 5 business days
In transit
Your package travels with whichever carrier serves your address best that day, which may be a national name or a regional partner. Shipping is always free. Scans usually update once or twice a day rather than continuously, so a quiet day is not a lost package.
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On arrival
Delivered
Carriers mark it delivered when the driver completes the stop. If the status says delivered and you do not have it, give it until the end of the next business day, then tell us.
What each status actually means
Carrier language is written for warehouses, not for people waiting on a box. Here is the plain-English version of every status you can see on your tracking page.
The carrier has the label but has not scanned the package yet. Normal for the first day. Nothing for you to do.
Moving through the network. Long gaps between scans are routine, especially over a weekend or on a long haul.
On a truck, on your route, today. This is the only status that reliably predicts a same-day arrival.
The driver completed the stop. Check your mailbox, porch, side door, lobby and anywhere a neighbor might have taken it in.
Something interrupted the route — weather, a bad address, a failed delivery attempt, or a customs hold on an international order. Most clear on their own within a day or two.
The carrier stopped publishing updates, usually after 30 days. If your package never came, this is a write-in, not a wait.
Five situations and what to do about them
Work down this list before you write in. Four of the five resolve without us, and the fifth we will fix the same day.
There is no tracking number yet
If you ordered in the last 48 business hours, tracking may not exist yet. Search your inbox and spam folder for "Hydronate" before assuming it never sent — the shipping email and the order confirmation are two separate messages.
Read the shipping policyTracking has not moved in days
Carriers scan at handoff points, not continuously. Two or three quiet days mid-route is normal, and weekends do not count as business days. If nothing has changed in five business days, send us the order number and we will chase the carrier.
Email us the order numberIt says delivered but nothing arrived
Check every drop point — mailbox, porch, side and back doors, a building lobby or package room, and with anyone else at the address. Carriers sometimes scan a stop early. If it has not turned up by the end of the next business day, tell us and we will replace it.
Start a replacementThe address is wrong
We can change an address right up until the package is handed to the carrier, which is the same business day you ordered. After that the carrier owns it, and the fastest route is to let the delivery fail and be returned to us, then reship. Write in immediately either way.
Contact supportSend us the order number and we will find it
A real person reads every email. Include your order number and, if you have it, the tracking number — that is everything we need to chase the carrier or send a replacement.