No Update on My Order | RelightDepot Help

Haven't Received an Update on My Order

If your order seems overdue or you haven't heard anything since your confirmation email, here's how to figure out what's going on.

First: Check the Expected Lead Time

Different products have different lead times. Some items ship in 1 to 3 business days. Others take 1 to 3 weeks or longer, especially for specialty or made-to-order products.

Check your order confirmation email for the estimated lead time or ship date. If that window hasn't passed yet, your order is likely progressing normally and you should receive a shipping notification when it leaves the vendor.

If you're not sure of the lead time, log in to your account and view your order details, or check Shipping Options and Estimated Delivery Times.

Check Your Spam Folder

Shipping confirmation emails occasionally end up in spam or promotions folders. Before assuming you didn't receive an update, check:

  • Spam/junk folder
  • Promotions or "Other" tabs (Gmail)
  • Any email filters that might be routing emails away from your inbox

Check Your Order Status

Log in to your RelightDepot account and view your order history. Look at the current status of your order.

For a full explanation of what each status means, see Understanding Order Status Messages.

If your order shows "Partially Shipped" or "Completed" but you didn't receive a tracking email, the tracking numbers are also available on the order detail page in your account.

When to Contact Us

Contact us if any of the following apply:

  • Your order has been in "Committed" status for more than 2 business days beyond the expected lead time
  • Your order shows "Invoiced" and the estimated ship date has passed
  • Your tracking shows the shipment hasn't moved in more than 3 business days
  • Your order is in "Exception" status and you haven't heard from us yet
  • You've checked everything above and still have no information

We'll check with the vendor and get you an update.

Reach us at:

  • Email: support@relightdepot.com
  • Phone: 888-548-6387, Mon to Fri, 8 AM to 8 PM ET
  • Ticket: https://help.relightdepot.com/portal/en/newticket

When you contact us, have your order number ready. It's in your order confirmation email and in your account order history.

Common Reasons for Delays

  • Vendor stock issue: The item was listed as in stock but the vendor has a fulfillment delay.
  • High-volume orders: Large orders sometimes take longer to pick, pack, and stage for shipment.
  • Freight carrier delays: LTL freight is subject to transit variability, especially for rural or remote delivery locations.
  • Incomplete shipping information: An address issue can hold up a shipment. Check that your shipping address is complete and accurate.
  • Weather or carrier disruptions: Severe weather events and peak season volume can slow carrier transit times.

In all cases, we'll work to get you accurate information as quickly as we can.

Questions?

Email support@relightdepot.com, call 888-548-6387 (Mon to Fri, 8 AM to 8 PM ET), or submit a ticket at https://help.relightdepot.com/portal/en/newticket.

    • Related Articles

    • Track Your Order

      Here's how to find your tracking information and check the status of your shipment. Step 1: Check Your Email When your order ships, we send a shipping confirmation email to the address on your account. That email includes: Your order number The ...

    • What do the different Order Status messages mean?

      At RelightDepot, we use various Order Status levels to indicate where in the process your order currently sits.  This helps us organize orders and ensures that nothing falls through the cracks.  You can use this guide to determine what the order ...

    • Order Confirmation and What Happens Next

      You placed your order. Here's what happens from this point through delivery, and how to read your order status along the way. Immediately After Checkout You'll receive an order confirmation email at the address on your account within a few minutes. ...

    • How can I track my order?

      To track your orders, visit your My Account page at https://relightdepot.com/customer/account/. Once logged in, you'll see your five most recent orders in the Recent Orders list on the Account Dashboard. If the order you're looking into is in that ...

    • Viewing Your Order History

      Your RelightDepot account keeps a complete record of all your orders. Here's how to access it and what you can do from there. Accessing Your Order History Log in to your account at relightdepot.com (click "My Account" or the account icon in the top ...