Orders & statuses
Statuses you’ll see
Section titled “Statuses you’ll see”| Status | Meaning |
|---|---|
| Received | The order synced from your store. Vials and money are reserved. |
| Packing | It’s in our pick queue or being packed today. |
| Shipped | Label printed, handed to the carrier. Tracking is on the order and in your store. |
| Delivered | Carrier confirmed delivery. |
| Label proof needed | A product on the order has no approved label yet. Approve it under Products. |
| Address problem | The carrier could not validate the address. Fix it on the order page. |
| Waiting for funds | Your balance can’t cover the order. Add funds or let auto top-up run. |
| Backordered | We are out of a drawing batch for a compound. We restock and release automatically. |
| Cancelled | Cancelled by you or by us. Reservations released. |
Cutoffs
Section titled “Cutoffs”Orders in the queue by 3:30 pm ET ship the same business day. After the cutoff they ship the next business day. Weekends and US postal holidays don’t ship.
Tracking
Section titled “Tracking”Tracking numbers are links; click to open the carrier’s page. Your store gets the tracking number the moment the label prints, so your customers receive your store’s normal shipping email.
Cancelling
Section titled “Cancelling”While an order is Received or Packing you can cancel it from the order page (type CANCEL to confirm). The vials and money are released. Cancel it in your store too so the customer is refunded. Once Shipped, it can’t be cancelled; treat it as a return.
Cost of an order
Section titled “Cost of an order”The order page itemises exactly what comes out of your balance: each product at quantity × your price, labels per vial, pick & pack (base + extra items), packaging, and postage. Until the label prints, postage is an estimate. See Pricing & fees.
Searching
Section titled “Searching”The search box at the top finds orders by order number, customer name or tracking number, plus products and pages. Press Enter for the full results page.