Order Tracking
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Use the form above to check your Blanket Loft order: enter your order number and the email address you used at checkout, then press Track. You will see the current status of your order and what has happened so far. Once your blanket has shipped, the carrier’s tracking link in your shipping email shows where the parcel is right now. This page explains where to find those details, what each status means, how long each stage normally takes, and what to do if something looks wrong.
Where to find your order number and tracking link
- Order number: in the subject and the first lines of your order confirmation email, sent straight after checkout. It is a number such as 1042; you can type it with or without the # sign.
- Billing email: the email address you entered at checkout. If you are tracking a gift you received, ask the person who ordered it, or email us with the name and postcode on the parcel and we will help.
- Tracking number and link: in your shipping confirmation email, sent when the parcel is handed to the carrier. If you ordered several blankets that ship separately, each parcel has its own email and link.
- Account holders: if you created an account, every order and its status is listed under My account > Orders.
If you cannot find either email, check your spam, junk or promotions folder and search your inbox for “Blanket Loft”. Still nothing? Email support@blanketloft.com with your name and the shipping postcode, and we will resend them.
What each 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 refresh. If it stays pending, email us before paying again. |
| On hold | We need to confirm something: a payment check or a question about your personalization. | Look for an email from us and reply; the order moves on as soon as we hear from you. |
| Processing (change window) | Payment is confirmed and your 24-hour change window is open. | Check your personalization in the confirmation email and request any change now, free of charge. |
| Processing (being made) | The window has closed and your blanket is being made, checked and packed, which takes an estimated 2–7 business days. | Changes may no longer be possible; email us quickly if something is wrong. |
| Completed / Shipped | The parcel has been handed to the carrier and the shipping email is on its way. | Use the tracking link. The first scan can take 24–48 hours to appear. |
| In transit | The carrier is moving your parcel. International parcels pass through export, customs and a local carrier. | Allow 7–14 business days. Quiet periods of a few days are normal. |
| Out for delivery | The parcel is on the local delivery vehicle. | Make sure someone can receive it, or that it can be left safely. |
| Delivered | The carrier recorded delivery at your address or a pickup point. | If you cannot find it, see “Marked as delivered but not here” below. |
| Delivery exception | The carrier hit a problem: an address issue, a failed attempt, customs paperwork or weather. | Read the carrier’s note, follow any instructions, and email us if you are not sure what to do. |
| Cancelled | The order was cancelled by you or by us. | The refund is issued within 7 days of confirmation; see the Refund Policy. |
| Refunded | A full or partial refund has been issued. | Allow your bank a few business days to show it. |
How long each stage takes
| Stage | Typical time |
|---|---|
| Change window after ordering | 24 hours |
| Making, checking and packing | an estimated 2–7 business days |
| Carrier transit to the US, Canada, Australia or New Zealand | 7–14 business days |
| Total, order to doorstep | About an estimated 9–21 business days |
These are estimates. Peak holiday periods can add up to 2 business days of making time, and carriers can be slower around holidays and in bad weather. Full details are in our Shipping & Delivery policy.
Reading international tracking
Parcels to Canada, Australia and New Zealand leave the USA and are handed to a local carrier or postal service in the destination country. Along the way you may see:
- “Departed” or “In transit to destination country”: the parcel is flying or travelling between countries. This is often the longest quiet stretch, sometimes several days without an update.
- “Held by customs” or “Customs clearance”: customs are checking the parcel. Most parcels clear within a few days. If import duties or taxes are due, the carrier contacts the recipient.
- A new tracking number: some local carriers give the parcel a new number. The original link usually shows it, or you can search the original number on the local postal service’s website.
When tracking stops moving
If tracking has not updated for 7 business days, or your parcel has not arrived 7 business days after the end of the estimated delivery window, email us with your order number. We contact the carrier and open an investigation for you. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we make a replacement blanket or refund your order in full, whichever you prefer.
Marked as delivered but not here
- Check around your door, porch, mailbox, garage and any safe place you usually use.
- Ask neighbors and, in an apartment building, the reception or mailroom.
- Check for a card from the carrier, and whether the parcel was left at a pickup point or post office.
- Wait one more business day: parcels are sometimes scanned as delivered shortly before they actually arrive.
- If it still has not appeared, email us within 60 days of the delivery date with your order number. We will work with the carrier on a solution.
If the address was wrong
Before the parcel ships, we can correct the address free of charge. After it ships, we ask the carrier to redirect it, but the carrier decides whether that is possible. If a parcel is returned to us because of an address problem, we reship it once you confirm the correct address. See Cancel or Change an Order.
The emails you will receive
| When | What to check | |
|---|---|---|
| Order confirmation | A minute after checkout | Every name, date and photo choice, plus the shipping address. You have 24 hours to change anything. |
| Question from us (only if needed) | Before production | Reply quickly; the order waits for your answer. |
| Shipping confirmation | When the parcel leaves us | The tracking number and carrier link. |
| Follow-up on any issue | Whenever you contact us | Our answer and any next steps. |
Import charges on delivery in Canada, Australia and New Zealand
For parcels to Canada, Australia and New Zealand, the destination country may charge import duties, sales taxes such as GST or HST, or a customs handling fee. If anything is due, the carrier usually contacts the recipient by text, email or a card at the door, and holds the parcel until the charge is paid. These charges are set by the destination country and paid by the recipient; they are not included in our prices or free shipping. If the tracking shows the parcel held at customs for more than a few days, check for a message from the carrier asking for payment or information.
Returned to sender
Occasionally tracking shows a parcel being returned to us. The usual reasons are an incomplete address, a parcel not collected from a pickup point in time, or import charges that were not paid. If you see this, email us straight away. Once the parcel reaches us, we reship it to the address you confirm. If the return happened because of our mistake, or it is the first time an address typo caused it, reshipping is free.
Weather, holidays and carrier delays
Storms, wildfires, public holidays and peak shopping weeks slow carriers down everywhere. When delays are widespread, carriers often stop updating tracking for a few days and then catch up all at once. If a major event is affecting deliveries to a whole region, we post a notice on the site. Your parcel is still covered: the 7-business-day rule for investigations applies from the end of the normal estimated window, and we replace or refund anything that is confirmed lost.
A real timeline, step by step
Here is how a typical order moves, using a sherpa blanket ordered on a Monday morning for a couple in Auckland:
- Monday 10:00: order placed; confirmation email arrives with the names “Aroha & Tom” and the shipping address. Status: Processing, change window open.
- Tuesday 10:00: the 24-hour window closes with no changes requested; the blanket joins the making queue.
- Thursday: the blanket is made, checked and packed; the shipping email arrives with a tracking link. Status: Completed.
- The following two weeks: tracking shows departure from the USA, a quiet few days in transit, arrival and customs clearance in New Zealand, then handover to the local carrier.
- Around business day 14 to 17: out for delivery, then delivered.
Domestic US orders follow the same pattern without the customs step.
Tracking a gift
Shipping emails go to the person who placed the order, not the recipient, so surprises stay surprises. If you are the recipient and want to know where your parcel is, ask the giver for the tracking link, or email us with your name and postcode and we will confirm the status without revealing order details that belong to the buyer.
Common tracking questions
- The form says it cannot find my order. Check that the email address is exactly the one used at checkout, with no extra spaces, and that the order number has no letters. If it still fails, email us.
- My order is still “Processing” after 2 days. That is normal: making takes an estimated 2–7 business days after the 24-hour change window.
- The tracking link says “label created” only. The carrier has the label but has not scanned the parcel yet. It usually updates within 24–48 hours.
- I ordered two blankets but have one tracking number. The second blanket may ship separately; you will receive a second email when it does.
Need a hand?
Email support@blanketloft.com or submit a ticket with your order number, and we reply within 1 business day. More answers are in our Help Center and FAQs.