From order to delivery
Track your order.
Check a shipment below. If your custom item has not shipped yet, we can help you check production separately.
Find your shipment
Have your shipping confirmation or order details ready. Choose the lookup option shown in the tracker.
If the tracker does not load, use the carrier link in your shipping email or contact us with your order number.
Which stage are you checking?
- 1. Order & production
Use the estimate in your order confirmation. This stage is handled by our team, before carrier tracking begins.
Ask for a production update → - 2. Carrier shipment
Use your tracking number to see scans, delivery estimates and carrier updates.
Open the tracker → - 3. Delivery & inspection
Inspect every package and its contents promptly. Keep packaging and photograph any damage before contacting us.
Read the inspection steps →
These are the usual stages of an order, not the status of your individual shipment.
When tracking doesn’t answer the question
Where is my tracking number?
Look for your shipping confirmation email and its tracking link. If you cannot find it, check spam and search for ExceptionalFire. Contact us with your order number if you still need help.
My order has not shipped. What should I check?
A custom item may still be in production. Check the estimate in your order confirmation, then contact us with the order number for a production update. Carrier tracking cannot show the progress of an item that has not shipped.
The carrier says “label created.” Has my order shipped?
A shipping label is not the same as a carrier scan. Use the tracking history to see whether the carrier has received the package. If the status stays unchanged or you have a delivery deadline, contact us with the tracking and order numbers.
Only part of my order arrived. What now?
Check your shipping emails for more than one tracking number and compare the items received with your order confirmation. Keep the packaging and send us the order number, received items and missing items so we can check whether another shipment is on its way.
Can I change the delivery address?
Contact us as soon as possible. An address change may not be possible once a shipment is dispatched. Rerouting can incur a fee; see the shipping policy before requesting the change.
What if tracking says delivered but I cannot find it?
Check the delivery location shown by the carrier, other entrances and anyone who might have accepted the delivery. Then contact us with the tracking number, order number and what you have already checked.