Order Tracking
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Use the form above to check where your Thread Well order is. Enter your order number and the email address you used at checkout, then press the button. You will see the current status of your order and the pieces in it. Below the form, this page explains where to find your order number, what each status means for an embroidered piece, what to do at each stage, and how to reach us if something seems slow. For anything the form cannot answer, email support@threadwell.shop.
Following your order, briefly
- Preparation: 1-3 business days to embroider and pack your piece.
- Transit: usually 7-14 business days to the US, Canada, Australia and New Zealand, shipping from the USA.
- Look-up: order number plus checkout email, in the form above.
- Emails: one when you order, one when your parcel ships.
- Something wrong? Email us with your order number and we reply within 24 hours on business days.
1. Finding your order number
Your order number is in the subject line and at the top of the order confirmation email we send as soon as you place your order. It is a short number, for example 1482. If you created an account at checkout, you can also see every order, with its number and status, under My account.
Can’t find the email? Search your inbox for “Thread Well” and check your spam, junk or promotions folders. If you used a work email address, a company filter may have held it. Still nothing? Write to us from the address you used at checkout, give your name and roughly when you ordered, and we will send you the details.
2. Using the look-up form
- Type the order number exactly as it appears in your email, without the # sign.
- Type the email address you used at checkout. It must be the same one; a different address for the same person will not match.
- Press the button to see the order status, the date it was placed and the pieces it contains.
If the form says it cannot find the order, check for a typing slip in the number or email. If you placed the order as a gift using a family member’s email, use that address.
3. What each status means
An embroidered piece goes through a few stages between your order and your door. The table below explains each status and what, if anything, you need to do.
| Status | What is happening | What you can do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed. | If you meant to complete it, check your payment and try again, or email us. Nothing is prepared at this stage. |
| Processing | Payment is confirmed. We are reading your Order notes, embroidering your letters or design and packing the piece. This takes 1-3 business days. | Within 24 hours of ordering you can still change letters, sizes or colours, or cancel. See Cancel or Change an Order. |
| On hold | We need something from you, for example a missing name or a thread colour that was not written in the note. | Check your email and reply to us; your piece waits until we have the answer. |
| Completed | Your parcel has left us and is with the carrier. You receive a shipping email. | Follow the parcel with any carrier details in your shipping email. Transit is usually 7-14 business days. |
| Cancelled | The order was cancelled at your request or ours. | Your refund is issued as described in our Refund Policy. |
| Refunded | A full or partial refund has been issued for the order. | Allow your bank or provider time to show it on your statement. |
4. While your piece is being embroidered
During processing your order does not move on a map; it is on our worktable. We set up your letters exactly as written in your Order notes, choose the thread you selected, embroider the garment, trim the threads, check the result against your note, then fold and pack it. Because every piece is made to your selection, there is nothing to track until it is handed over for delivery.
This is also the stage when we may email you a question. If your note asks for “Mrs. Bennett” but the product has a thread option that was left at its default and your note mentions a different colour, or if a monogram’s letter order is ambiguous, we may check with you first. Replying quickly keeps your order on schedule.
5. After your parcel ships
When the status changes to Completed, we send a shipping email. Where the carrier provides tracking for your shipment, the email includes the details so you can follow the parcel on the carrier’s own site. Carriers often take a day or two to show the first scan after a label is created, and parcels to Canada, Australia and New Zealand may show a gap while they cross the border and clear customs. A pause of a few days in the updates is common and usually means the parcel is travelling between hubs.
| Stage | United States | Canada, Australia, New Zealand |
|---|---|---|
| Preparation (embroidery and packing) | 1-3 business days | 1-3 business days |
| Transit from the USA | 7-14 business days | 7-14 business days |
| Total estimate | 8-17 business days | 8-17 business days |
These are estimates, not guaranteed dates. Busy seasons such as the weeks before Christmas, Valentine’s Day and Mother’s Day, and bad weather, can add time. More detail is on our Shipping & Delivery page.
6. Working out when to expect a delivery
To estimate your own delivery window, count business days (Monday to Friday, excluding public holidays) from the day you ordered. Example: you order a family set of Christmas tree farm sweatshirts on a Monday, to be delivered to Calgary. Preparation runs from Monday to Wednesday at the latest; transit of 7-14 business days then puts delivery roughly between the second and the fourth week after you ordered. For a date that matters, order earlier rather than later.
7. If your parcel seems late
If the estimated window in the table has passed and your parcel has not arrived, or the tracking has not changed for a long time, email support@threadwell.shop with your order number. Tell us what the latest update says, if you can see one. We will look into it with you, contact the carrier where that helps and agree the next step together, whether that is waiting a little longer, a replacement or a refund.
8. If tracking says delivered but you cannot find it
- Look around your entrance, porch, mailbox, garage and any parcel locker.
- Ask neighbours, other people in your household and any building reception or mail room.
- Check whether the carrier left a card or notice saying where the parcel is being held.
- Contact your local post office or delivery depot, which may be holding it.
If it still has not turned up, write to us with your order number and we will help you work out what happened.
9. Several pieces, several parcels
Larger orders, such as a book club’s crewnecks or a grade team’s teacher sweatshirts, usually travel in one parcel. Sometimes they ship in more than one, and the parcels may arrive on different days. If part of your order arrives without the rest, check your shipping emails before getting in touch; if a piece still seems to be missing, we will check the order with you.
10. When the parcel arrives
Unfold your piece and check it against your order confirmation: size, garment colour, thread colour and, above all, the letters. If anything is not as your Order notes said, or if a stitch is loose or the parcel was damaged, take a few photos and email us. Our Returns & Exchanges Policy explains what happens next, and you have 60 days from delivery to return or exchange any piece with a free return label.
11. Tracking a gift sent to someone else
When you send a piece straight to the person it is for, the order emails still come to you, because they go to the email address used at checkout. That means you can follow the gift without spoiling the surprise. If you would like the recipient to be able to check on it too, forward them the shipping email, or share the order number and your checkout email so they can use the form above.
Gifts to Canada, Australia and New Zealand cross a border, and parcels sometimes pause while they clear customs in the destination country. Duties and taxes depend on the destination country; if the carrier contacts the recipient about any charge, they can get in touch with us and we will help as far as we can.
12. Changing the address while the parcel is on its way
We can correct the delivery address until the parcel leaves us. Once it is with the carrier, we cannot edit the label ourselves. Email us straight away with your order number and the correct address, and we will tell you which options the carrier offers. Some carriers let the recipient choose a different delivery day or a pick-up point using the details in the shipping email; a full change of address is not always possible. Our Cancel or Change an Order page explains what can still be changed at each stage.
13. Quick answers
My order has been Processing for two days. Is that normal?
Yes. Preparation takes 1-3 business days, counted Monday to Friday. An order placed on Friday afternoon may show Processing until the middle of the following week.
The shipping email came, but the tracking shows nothing yet.
That is common for the first day or two after a label is created. Check again the next day; if there is still nothing after several days, email us.
I ordered two pieces and only one arrived.
Your order may have shipped in two parcels. Check your shipping emails, then contact us if the second piece is not on its way.
Can I collect my order in person?
No. Thread Well is an online shop and every order is delivered by post to the address you enter at checkout.
Can I see what you are stitching on my piece?
Your order confirmation email repeats the Order notes we received, which is exactly what we stitch. We do not send photos or proofs before production, so please read that email carefully within 24 hours of ordering in case a correction is needed.
Will I be told if my order is delayed on your side?
Yes. If anything holds your piece beyond our usual preparation time, we email you to explain and agree the next step.
14. Order emails, and keeping them safe
We send order emails from our own domain. We will never ask you to pay a “release fee” or redelivery fee by text message or email, and we never ask for card details in a message. If you receive a message like that about a Thread Well parcel, do not click any links; forward it to us so we can check.
15. Need a hand?
Email support@threadwell.shop with your order number and we reply within 24 hours on business days. You can also browse the Help Center, read the FAQs or submit a ticket.
Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US.