Order Tracking
Last updated:
Use the form above to check where your Hood Haven order stands. Enter your order number and the billing email you used at checkout, and you will see the current status of your order and what has happened so far. Below the form, this page explains where to find your order number, what each status means for a made-to-order hoodie, how long each stage normally lasts, how to read the delivery tracking in your shipping email, and what to do when something looks off.
Tracking at a glance
- What you need: your order number and the billing email from checkout.
- Preparation: 1-3 business days while your item is printed or machine embroidered.
- Transit: 7-14 business days to the United States, Canada, Australia or New Zealand.
- Shipping email: sent when your parcel leaves us, with the delivery tracking details.
- Something wrong: email support@hoodhaven.shop with your order number; we reply within 24 hours on business days.
Using the tracking form
- Find your order number. It appears on the thank-you page you saw after paying and in the subject or first lines of your order confirmation email.
- Type the number on its own. Enter only the digits, without a hash sign or the word “order”.
- Enter the billing email. Use the email address you typed in the billing section at checkout. For a gift, that is the buyer’s email, not the recipient’s.
- Press the track button. The page shows your order’s status, the items, and any notes recorded on the order.
If the form says it cannot find your order, check for an extra space before or after the email, a different email address you sometimes use, or a mistyped digit. Grandparents ordering a gift on a shared family account often find the order under a spouse’s email. If none of that works, email us with your name and the date you ordered and we will look it up for you.
Tracking through your account
If you created an account at checkout, you can also sign in to My Account and open the Orders section. Every order you have placed with that account is listed there with its status, which is handy for a team parent who placed several orders over a season.
What each order status means
The form shows the status recorded on your order. Here is what each one means for a custom hoodie, and whether you need to do anything.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been completed | Finish payment at checkout, or place the order again if the session expired |
| Failed | The payment did not go through | Check your billing details or contact your bank, then order again |
| On hold | The order is waiting on something, such as a payment confirmation or a question from us | Look for an email from us and reply to it |
| Processing | Payment received; your item is being made to order with your order-notes wording | Nothing, unless you need a change within 24 hours of ordering |
| Completed | Your order has been prepared and handed over for delivery | Use the tracking details in your shipping email to follow the parcel |
| Cancelled | The order was cancelled by you or by us | Watch for the refund to your original payment method |
| Refunded | All or part of the order has been refunded | Allow your bank or payment provider time to post it |
A status of Processing for two or three business days is normal. That is the preparation time for every made-to-order item, and it does not mean your order is stuck.
How long each stage lasts
A Hood Haven order has two stages after payment. First, preparation takes 1-3 business days. Second, transit takes 7-14 business days, and the estimate is the same whether the parcel is going to Phoenix, Toronto, Brisbane or Wellington. Add them together and the full estimate from checkout to arrival is 8-17 business days. Business days are Monday through Friday, not counting public holidays.
| Stage | Business days | What you see |
|---|---|---|
| Order placed and paid | Day 0 | Thank-you page and order confirmation email |
| Change window closes | 24 hours after ordering | No email; corrections must reach us before this point |
| Preparation finished | Day 1 to day 3 | Status moves to Completed; shipping email arrives |
| In transit | Next 7 to 14 business days | Tracking shows the parcel moving toward you |
| Delivered | Day 8 to day 17 | Tracking shows the parcel as delivered |
These are estimates, not fixed dates. Weekends, holidays, weather and customs checks for Canada, Australia and New Zealand can stretch the transit stage. If you are ordering for a set date, such as a tournament or a family photo, our Shipping & Delivery page explains how to plan backwards from it.
Reading the delivery tracking
Once your parcel leaves us, the shipping email gives you the tracking details for the journey itself. The wording on a tracking page varies, but most updates fall into one of these groups:
- Label created: the parcel has been booked for delivery. The first physical scan can take a day or two to appear, so a quiet start is normal.
- In transit: the parcel is moving between facilities. There can be gaps of several days between scans, especially on long routes.
- Customs or import processing: for Canada, Australia and New Zealand, the parcel is being checked at the border. This stage can pause tracking for a while.
- Out for delivery: the parcel is with a local driver and should arrive that day.
- Delivery attempted or awaiting collection: nobody could receive it, or it was taken to a pickup point. Look for a card or message telling you where to collect it.
- Delivered: the parcel has been recorded as dropped off at the address.
- Exception or returned to sender: something interrupted delivery, such as an address problem. Email us so we can look into it.
When tracking stops moving
A tracking page that has not changed for a few days is common, and many parcels catch up with several scans at once. If your order is past the 17-business-day estimate, or the tracking has been still for a long time, email us with your order number and what the tracking page shows. We will look into it with the carrier and email you with what we find and the next steps for your order.
Delivered, but not at the door
Suppose a parcel to Auckland shows “delivered” but there is nothing on the doorstep. Before writing to us, check side entrances, mailboxes and garages, ask neighbours or building reception, and see whether someone else in the household took it in. A card from the delivery service may also say the parcel is waiting at a depot. If it still has not turned up, email us with the order number and the delivery address, and we will help.
Tracking team and family orders
Bigger orders can raise extra questions, so here is how they usually work.
A squad order with many hoodies
A team parent who ordered 14 hoodies in mixed adult and youth sizes tracks the order with one order number. If a large order is split into more than one parcel, you will be told how to follow each one. When the parcels arrive, check the names and numbers against the list in your order notes before handing them out, so any issue can be raised quickly.
Matching sets sent to two addresses
A family of five ordering matching hoodies for a fall reunion photo, with some going to grandparents in another state, places two orders. Each order has its own number and its own tracking. Enter each order number with its billing email in the form above to see both.
Gifts sent straight to the recipient
For a gift, the buyer receives the confirmation and shipping emails, not the recipient. If you want the recipient to watch for the parcel, forward the shipping email to them. A grandmother in Ontario sending a varsity-letter hoodie to a grandson can do this so he knows when to expect it. Import duties or taxes depend on the destination country’s rules.
If you need to change something
Tracking shows what is happening, but changes are made by email. You can cancel or change an order, including the order-notes wording, size, colour or address, within 24 hours of placing it. Picture a mom who typed “MADISYN #12” and noticed three hours later that it should read “MADISON”: an email within the window fixes it before the hoodie is made. We do not send a proof before production. See Cancel or Change an Order for the full steps.
Once a parcel has shipped, the address is with the delivery service. We can ask them about a redirect, but whether it is possible is up to them.
After your hoodie arrives
Try each item on soon after it arrives, ideally over the layers you plan to wear underneath. If a youth size is too small or an adult size is too roomy, you have 60 days from delivery to return or exchange it, and we send a free return label. Our Returns & Exchanges Policy walks through the steps, and our Refund Policy explains how money comes back to you, within 7 days of us receiving the return. Before the first wash, turn printed and embroidered hoodies inside out, wash on cold and air-dry, and avoid ironing directly on the design.
Tracking questions we hear often
I did not get a shipping email. Has my order shipped?
Check the status with the form above first. If it still shows Processing, your order is in preparation and the shipping email has not been sent yet. If it shows Completed and you have no email, look in your spam or promotions folder, then write to us and we will resend the details.
Why does my order still say Processing on day two?
Each item is printed or machine embroidered after you order, and that takes 1-3 business days. Weekends and public holidays do not count toward that time, so an order placed on a Friday evening will often still be Processing on Monday.
Can I see a picture of my hoodie before it ships?
No. We do not send proofs or progress photos. The order notes you typed at checkout are the instructions we follow, which is why it pays to read them carefully before paying.
What to include when you email us
A complete first message helps us answer in one reply. Please include:
- Your order number and the billing email used at checkout.
- What the tracking form or delivery tracking shows, in your own words or as a screenshot.
- The delivery address, if the question is about where a parcel went.
- Photos of the box, label and item, if anything arrived damaged.
Contact us
Email support@hoodhaven.shop and we reply within 24 hours on business days. You can also use our Submit a Ticket page, visit the Help Center, or read our Contact Us page. Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.