Where's my order? Tracking, delays, and missing packagesUpdated 34 minutes ago
Shipping
Waiting on a delivery? Here's how to track your order, what to do if it's running late, and how we can help if something goes missing.
📦 Marked as delivered but not at your door? Carriers sometimes mark packages as delivered before they actually arrive. Please wait 24 hours after your package is marked delivered before reaching out.
Track your order
How do I track my order?
You can find your tracking information in two places:
- Your "order has shipped" email: It includes a tracking link to your package. Can't find it? Check your spam or promotions folder.
- Your Bird&Be account: Log in to your account and select Orders to see your order details and tracking.
💛 Added Route Package Protection at checkout? You can also track your order in the Route app.
Running late
My order is taking longer than expected. What should I do?
Your total delivery time has two parts: about 1 business day for us to fulfill your order, then 2–8 business days in transit once the carrier picks it up. A few things can add time:
- Weekends and holidays: Our fulfillment center is open Monday–Friday and closed on holidays.
- Pre-orders: If an item isn't in stock yet, we'll send your tracking number as soon as it ships.
If your order is past that timeline or tracking hasn't updated in a while, email us and we'll look into it with the carrier. For the full breakdown, see When will my order arrive?
Missing packages
It says delivered, but I can't find my package.
First, give it 24 hours, since carriers sometimes mark packages as delivered a little early. In the meantime, try these:
- Check your mailbox, parcel locker, or community mailbox
- Check with your building's concierge or mailroom
- Look around your property, like a side door or porch
- Ask neighbours or anyone in your household if they picked it up
- Double-check the shipping address in your "order has shipped" email
Still missing after 24 hours?
- If you added Route at checkout: File a claim with Route, or contact us and we'll file it for you (see below).
- If you didn't add Route: Email us at [email protected] and we'll investigate with the carrier.
Only part of my order arrived.
Some items ship separately so they reach you faster. We'll send tracking for the rest of your order once it ships, and it should arrive within our standard delivery time frame.
Think an item is actually missing from your box? Email us at [email protected] and we'll look into it.
My order went to the wrong or an old address.
Check the shipping address in your "order has shipped" email. If your package went to a previous address, the quickest fix is usually to pick it up from there if you can.
Either way, email us at [email protected] with your new address so we can help and update it for your future orders.
Route Package Protection
I added Route. How do I file a claim?
You've got two options:
- File with Route yourself in the Route app or online here. You'll need your order number or Route ID and the email address on your order.
- Contact us at [email protected] and we'll file the claim for you.
When can a claim be filed?
- Marked as delivered but missing: 5–30 calendar days after delivery is marked
- Stuck in transit: 2–30 calendar days from the last tracking update
- Damaged: Within 30 calendar days of delivery, with photos of the item and packaging
Learn more in How does Route work?
Need a hand?
What should I include when I contact you?
Email us at [email protected] with:
- Your order number
- The shipping address on your order
- A quick note on what's happening (for example, "marked delivered yesterday but not here")
That helps us get to the bottom of things faster.
Quick reference