Order Tracking Policy
Last Updated: June 23, 2026
At Solegraned, we believe in keeping our customers informed every step of the way. This Order Tracking Policy explains how you can track your order, what to expect at each stage, and what to do if you encounter an issue with your shipment.
When Will My Order Ship?
Orders are processed Monday through Friday, excluding U.S. federal holidays. Please allow 1 to 3 business days for order processing and handling. Once your order has been handed off to the shipping carrier, you will receive a shipping confirmation email containing your tracking number.
How to Track Your Order
Once your order has shipped, you can track it using any of the following methods:
Method 1: Tracking Email
After your order ships, you will receive an automated email from Solegraned containing:
• Your order number
• Your tracking number
• The name of the carrier handling your shipment
• A direct link to track your package
Method 2: Carrier Website
You can enter your tracking number directly on the carrier's website. Depending on the carrier assigned to your order, you may visit the USPS, UPS, FedEx, or another carrier's tracking portal.
Method 3: Contact Us
If you do not have your tracking number or are having trouble locating your shipment, contact our customer service team at contact@solegraned.com with your name and order number and we will look it up for you.
Tracking Number Activation
Please note that tracking numbers may take up to 48 hours after your shipment notification email is sent before they show active movement in the carrier's tracking system. This is normal and does not indicate a problem with your order.
Understanding Tracking Statuses
Common tracking statuses you may see include:
• Label Created: Your shipping label has been generated. The carrier has not yet picked up the package.
• In Transit: Your package is moving through the carrier's network toward your delivery address.
• Out for Delivery: Your package is on a delivery vehicle and scheduled for delivery today.
• Delivered: Your package has been confirmed as delivered to your address.
• Attempted Delivery: The carrier attempted to deliver your package but was unable to complete delivery. Check the carrier's notes for next steps.
Delays and Exceptions
While we work to ensure timely delivery, delays can occur due to high shipping volumes, weather conditions, carrier disruptions, or other unforeseen events. If your tracking shows no movement for more than 5 business days, please contact us so we can initiate an inquiry with the carrier.
Lost or Missing Packages
If your tracking information indicates your package was delivered but you have not received it:
• Check around your delivery area, mailbox, and with neighbors
• Allow 1 to 2 additional business days, as carriers sometimes scan packages as delivered prematurely
• Contact the carrier directly with your tracking number to file a missing package report
• Contact us at contact@solegraned.com so we can assist with the investigation
Solegraned will work with you to resolve the situation as fairly as possible, though we are not able to guarantee replacements for packages confirmed as delivered by the carrier.
Contact Us
• Email: contact@solegraned.com
• Phone: +1 347-765-3949
• Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time