Order Tracking
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Use the form above to check the status of your Embro Haven order. Enter your order number and the billing email address you used at checkout, then select Track. You do not need an account. This page also explains where to find your order number, what each status means, how long each stage normally takes and what to do if something looks wrong.
Your order’s journey
- Stitching and packing: 1–3 business days after your order is confirmed.
- On the way: usually 7–14 business days to the US, Canada, Australia or New Zealand.
- Typical total: 8–17 business days from order to door.
- Changes: possible within 24 hours of ordering.
- Help: support@embrohaven.shop, replies within 24 hours on business days.
Finding your order number
Your order number is in the subject line and body of the order confirmation email we send as soon as you place your order. It is a short number, for example 1042. If you created an account, you can also see every order, its number and its status under My account, in the Orders section.
Cannot find the confirmation email? Check your spam, junk or promotions folder and search your inbox for “Embro Haven”. If you still cannot find it, email us from the address you used at checkout, tell us roughly when you ordered and what you bought, and we will look it up.
Which email address to use in the form
Use the billing email entered at checkout. If you ordered a gift for someone else, the form needs your email, not the recipient’s. A gift recipient who wants to check an order should ask the buyer for the order number and email, or write to us.
What each order status means
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed. | If you completed payment, wait a few minutes and check again. If not, the order will not be processed; you can place it again. |
| On hold | We are waiting for something before we can continue — usually a payment confirmation or your reply to a question about your text. | Check your email for a message from us and reply to it. |
| Processing | Payment is confirmed. Your piece is being embroidered, checked and packed. This stage takes 1–3 business days. | Within 24 hours of ordering you can still change or cancel. After that, write to us and we will see what is possible. |
| Completed | Your order has been handed over for delivery. It usually arrives within 7–14 business days. | Watch for the parcel. If delivery tracking details were included in your shipping email, you can follow them there. |
| Cancelled | The order was cancelled, by your request or by us after contacting you. | A full refund is sent to your original payment method. Email us if you did not expect this. |
| Refunded | A refund has been issued for the whole order or part of it. | Allow your bank or payment provider time to show it. Our refund email has the details. |
| Failed | The payment did not go through. | Nothing was charged. Try again or use another available payment option. |
How long each stage takes
Every order, personalised or not, follows the same timeline:
- Order placed. You receive a confirmation email immediately. The 24-hour change window starts now.
- Stitching and packing — 1–3 business days. Your design and any text you typed are embroidered, the piece is trimmed and checked, folded and packed.
- Handed over for delivery. The status changes to Completed and we email you.
- In transit — usually 7–14 business days. The parcel travels from the USA to your address in the United States, Canada, Australia or New Zealand.
- Delivered. Open the parcel and check the piece and any text against your order confirmation.
Business days are Monday to Friday, excluding US public holidays. These times are estimates, not guaranteed dates.
A worked example
You order a custom name beanie on a Thursday afternoon. Friday and the following Monday are business days 1 and 2; the beanie is stitched and handed over on the Tuesday, business day 3. From there it travels for 7–14 business days, so it would typically arrive between the middle of the second week and the end of the third week after you ordered. If a weekend or public holiday falls in the middle, add those days.
Following the parcel after it ships
When your order is handed over, we email you. If delivery tracking is available for your parcel, the email includes the details to follow it with the delivery service. Parcels often show their first update a day or two after they leave us, so an empty tracking page right after the shipping email is normal.
Parcels to Canada, Australia and New Zealand cross a border and may pause while they pass through customs. A few days without new updates during that stage is common. Whether any duties or charges apply on arrival depends on the destination country’s rules.
If something seems wrong
The status has not changed from Processing after 3 business days
Occasionally an order takes a little longer, for example if we have emailed you a question about the text. Check your inbox (and spam folder) for a message from us. If there is none, write to us with your order number and we will check.
The parcel is outside the typical delivery time
If your order is past the typical total of 8–17 business days, or the status has not changed for a long time, email support@embrohaven.shop with your order number and delivery address. We look into where the parcel is and explain the options in writing. The exact waiting period and remedy for a parcel that does not arrive are handled case by case at the moment; you will always get a clear answer.
The parcel is marked delivered but you cannot find it
Check around the entrance, with neighbours, building reception or the mailroom, and at your local post office. Parcels are sometimes left in a safe place or delivered a day after the update. Then write to us with your order number and we will help.
The address on the order is wrong
Within 24 hours of ordering, we can correct it for free. After that, email us immediately; if the parcel has not been handed over, we will update it. Once it is on its way, we cannot redirect it ourselves, but we will help you find the best option. See Cancel or Change an Order.
The piece arrived but something is not right
Email us with photos and your order number. If the stitched text differs from what you typed, or the size, colour or piece is wrong, we put it right with a replacement, an exchange or a refund. For a change of mind, you have 60 days to return with a free return label. See Returns & Exchanges and the Refund Policy.
The emails you will receive
Alongside this page, our emails tell you where your order is. You can expect:
- Order confirmation — straight after you order. It lists each piece, the size and colour, every personalised field and the delivery address. Read it carefully: it is your last easy chance to catch a typo within the 24-hour change window.
- Shipping email — when the order is handed over for delivery, with any delivery tracking details available for your parcel.
- Replies from support — if we have a question about your text or address, or when you write to us.
- Refund or cancellation emails — only if part or all of an order is refunded or cancelled.
We do not send marketing emails, so anything from us is about your order. If you are expecting one of these and cannot find it, check your spam and promotions folders and add support@embrohaven.shop to your contacts.
Busy seasons and holidays
Our 1–3 business day preparation time stays the same all year. Delivery services, however, get busier before holidays, and public holidays in the USA or in your country pause deliveries for a day or more. If you are ordering for a date in late November or December, allow extra days on top of the typical total, or write to us before ordering for an honest estimate.
About the tracking form
The form at the top of this page only shows an order when both the order number and the billing email match, which keeps your order details private. It shows the status and the items in the order, including personalised text. We do not store anything extra when you use the form. If the form says no order was found, check for typing errors in the email address — a missing letter is the most common cause — and try again before writing to us. Also check that you are using the order number from the confirmation email, without the “#” sign or any spaces, and the email address used for billing rather than an address you added later to your account.
When the parcel arrives
Open the parcel soon after delivery and compare the piece with your order confirmation: the product, the size label, the garment colour and, for personalised pieces, every letter, the thread colour and the lettering style. A soft fold line across a hoodie or crewneck is normal and relaxes after a wash or a few hours on a hanger. If anything does not match what you ordered, take a photo and email us with your order number; the sooner we know, the sooner we can put it right.
Orders with more than one piece
Several pieces in one order usually travel together. Sometimes items are prepared at slightly different times and travel in separate parcels. You never pay extra for that, and our shipping email says which pieces are in each parcel. If one parcel arrives first, give the other the full delivery range before contacting us.
Tracking a gift
If you sent a gift straight to someone, you can check the order status here with your own order number and billing email. The recipient does not receive our order emails unless you entered their email address at checkout. If you would like us to confirm delivery details for a gift, email us from your billing address.
More help
For delivery times, countries and costs, see Shipping & Delivery. For quick answers, visit the FAQs or the Help Center. To contact us, email support@embrohaven.shop or use Submit a Ticket. We reply within 24 hours on business days.
Thank you for ordering from Embro Haven. We hope your piece arrives soon and that the stitching makes you smile.
Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US