Where to find tracking
Three places:
- Shipping confirmation email — sent when the carrier picks up. Contains the tracking number and a direct link.
- Your Orders page — every order shows its current status and tracking number. Click the order to see the full timeline.
- Carrier site directly — paste the tracking number into USPS, UPS, FedEx, or DHL (depending on which carrier shipped your order).
What each status means
| Status | What's happening |
|---|---|
| Order received | Payment confirmed; vendor has been notified to fulfill. |
| In preparation | The vendor's fulfillment team is pulling and packing the order. Cold-chain orders are being assembled with phase-change packs. |
| Label created | Shipping label has been generated and the package is staged for carrier pickup. Tracking number is now visible. |
| In transit | The carrier has the package and it's moving through their network. This is where most of the timeline lives — 4–6 of the 5–7 business days for ground are in transit. |
| Out for delivery | On a truck for final-mile delivery today. For cold-chain, this is the most time-sensitive window. |
| Delivered | Carrier confirmed handoff. The 15-day return window starts here. |
| Exception / delay | Something happened — weather, address issue, missed pickup, etc. Carrier will usually retry the next business day. If it persists, contact us. |
What to do if your package is delayed
Within the stated window: Wait. Most "stuck" tracking is the carrier batching scans between facilities. A package can appear stationary for 24–48 hours and then complete its journey normally.
Beyond the stated window (5–7 days for ground, 2 days for express): Contact us. We'll:
- Open a carrier inquiry on your behalf (faster than you doing it)
- Begin preparing a replacement shipment in parallel
- Refund the shipping fee regardless of outcome
If tracking shows "Delivered" but you don't have the package: first, check with neighbors and around your delivery location (especially fence lines and behind landscaping). Then contact your carrier with the tracking number to open a GPS lookup — they can often pinpoint the exact drop location. If the package still isn't located after 48 hours, contact us and we'll replace it.
Cold-chain-specific tracking
Cold-chain shipments include a temperature indicator strip inside the box. The strip is a visible chemical indicator that turns color if temperature has excursed outside the 2–8°C range during transit. If you receive a cold-chain package and the indicator shows excursion: do not use the product. Contact us within 24 hours of delivery with a photo of the indicator. We replace the product at no charge.
International tracking
International shipments transit through customs in the destination country, which can pause tracking updates for up to 5 business days. This is normal. If a package is in "Customs hold" for more than 7 business days, contact us — sometimes additional documentation is needed.
I need help
Email support@peptide.best with your order number, or use the contact form. Most tracking issues are resolved within one business day.