Where is my order?

Where can I find my order ID?

You can find your order ID in the order confirmation email we send when your order is placed. It usually starts with #E101 followed by a set of numbers. If you have multiple orders, you can track them separately.

How long does production take?

Production typically takes 4 to 6 business days, depending on the item or on time of the year. You can see product pages for each item for an accurate production time and shipping date. Thanks for your patience!

How long does shipping take?

Shipping usually takes 2–3 business days after production is complete. We’ll send tracking details once your order is on its way! Please note that the shipping time and production time are two separate things.

Can I change my address during shipment?

You can change your address only before your order is shipped. Unfortunately, we’re unable to modify shipping addresses once an order is in transit.

My tracking shows “delivered,“ but I haven’t received my order. Could you help?

We completely understand how frustrating this must be! You can check the proof of delivery image on the carrier's tracking page—sometimes it helps locate your package. If you can't find it or still need assistance, please email us at service@eternate.com, and we’ll do everything we can to help.