Where your order is, what the timeline actually is, and how to chase it if something looks wrong.
Have a tracking number?
Paste it in and pick who is carrying it. The number is in your dispatch email, under the heading "Your order is on the way".
No tracking number yet?
Two emails come from us and both carry a link straight to your order:
- Order confirmed, sent within a minute of you paying. It has a View your order button. That link keeps working and always shows the current status, so it is worth keeping.
- Your order is on the way, sent the moment it leaves. It carries the tracking number and the carrier.
If neither is in your inbox, look in Promotions and in Junk, then search for santasvault. If it is genuinely not there, email hello@santasvault.com.au with the name the order was placed under and we will resend it.
It has not moved. Is something wrong?
Almost certainly not, and here is the honest timeline.
- Personalised items are made after you order. Nothing is sitting on a shelf with your name already on it. Printing and finishing takes up to ten working days before a carrier ever sees the parcel, so there is no tracking movement in that window. That is the normal state, not a delay.
- Ready made items ship from an Australian warehouse and usually move within one to two working days.
- An order with both may arrive in two parcels, on two tracking numbers, at no extra cost to you.
- Tracking that says "awaiting collection" means the label is printed and the carrier has not scanned it yet. It typically updates that evening.
Still stuck?
Email hello@santasvault.com.au with your order number and we will chase the carrier ourselves. If a parcel is genuinely lost we replace it; we do not send you to argue with a courier.