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. That email includes:

• Your order number (keep this handy for any support requests)
• The items you ordered, quantities, and pricing
• Your shipping address
• Estimated lead time or expected ship date
• A link to view your order in your account

Don't see the confirmation email? Check your spam or junk folder. If it's not there after 15 minutes, contact us and we'll confirm your order came through.

Order Status Stages

Your order will move through a specific sequence of order statuses as we process it. Below is what each stage means and what's happening during it. For a full reference, see the article on Understanding Order Status Messages.

Awaiting Payment

The order has been received and payment details are on file, but payment has not yet been captured. For orders paid by credit card, this is typically a very brief window between order placement and our processing step. For orders paid by wire, ACH, or check, the order will remain in Awaiting Payment until we receive and confirm the funds.

Confirmed

Our customer service team has confirmed the order with you over the phone or email to verify that what you ordered matches what you intend to receive. Not every order requires this step, but larger orders, custom builds, and anything with a shipping or spec question usually do.

Invoiced

Payment has been captured or received and the order is being prepared to commit to the manufacturer. This is a short status that precedes the order being placed with the vendor.

Committed

The order has been committed to the manufacturer or is being prepared for shipping at the warehouse. Items that are built-to-order or assembled-to-order will sit in Committed status for the duration of the build time. In-stock items typically move through Committed quickly.

Partially Shipped

Some of the items on your order have shipped. You'll receive tracking information for each shipment as it leaves the warehouse. This is common on multi-line orders where items ship from different warehouses.

Completed

All items on your order have shipped. Tracking information is available on all shipments. At this point, your order is considered complete from a fulfillment standpoint, though delivery transit time still applies.

Shipping Notifications

When each shipment leaves the warehouse, you'll receive a shipping confirmation email with:

• Tracking number(s)
• Carrier name
• Direct link to track your shipment

For orders with multiple items from different warehouses, you may receive separate shipping emails for each shipment. See Track Your Order for details on how to use your tracking information.

Delivery

When your package arrives:

• Small parcel (UPS or FedEx): Delivered to the address on your order. No appointment needed in most cases.
• Freight shipments: The carrier will contact you to schedule a delivery window. Inspect all items before signing the delivery receipt. Note any visible damage on the receipt before the driver leaves.

Other Order Statuses You May See

A few statuses describe exception paths rather than the normal order flow:

• Declined: We were unable to accept the order due to an inventory or pricing issue. If you see this, we'll reach out to explain.
• Disputed: The order has been disputed by you or flagged by our team as fraudulent, and will not be fulfilled.
• Cancelled: The order has been fully cancelled. Any authorization on your credit card will typically void within 24 to 48 hours.
• Exception: There is an issue with the order and we're trying to reach you to resolve it. Please call us at 888-548-6387 or email support@relightdepot.com as soon as possible. If we don't hear from you, the order may ultimately be cancelled.
• Refunded or Partially Refunded: The order, or some items on it, has been refunded to the original payment method.

If you don't hear anything for longer than the estimated lead time, see Haven't Received an Update on My Order.

After Delivery

If something isn't right when your order arrives:

• Wrong item received: Contact us within 5 business days.
• Item arrived damaged: Contact us within 5 business days. For freight shipments, damage must be noted on the delivery receipt at the time of delivery.
• Item is defective: See our warranty and returns process at relightdepot.com/customer-service.
• Missing items: Contact us and we'll investigate with the vendor.

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.