TRACK MY ORDER
Shipping, Tracking & Order Support
Order Tracking
Once your order has been dispatched, a shipping confirmation email containing your tracking number will be sent to the email address used during checkout.
If you cannot find this email, please check your Spam, Junk, or Promotions folder before contacting us.
Because every product is made to order, production generally requires 3–5 business days. Tracking information usually becomes active within 7–10 business days after your purchase, depending on the carrier.
If you need assistance with your order, please contact our Customer Support Team.
Customer Support
To help us locate your order quickly, please include:
- Your full name
- Your order number
You can also reach us through our Live Chat.
Delivery Information
Delivery times shown during checkout are estimates only.
Occasionally, customs inspections or additional documentation requested by local authorities may extend delivery times beyond the original estimate.
Depending on your destination, your package may be delivered by your national postal service or a local courier partner.
If no one is available at the delivery address, the carrier may:
- Leave the package in a secure location;
- Leave a delivery notice with collection instructions; or
- Attempt another delivery according to local carrier policies.
Shipping Confirmation
Immediately after placing an order, you will receive an automated order confirmation email.
After production has been completed and your package has been prepared for shipment, a second email containing your tracking information will be sent.
Please note that receiving a tracking number does not necessarily mean the carrier has scanned the package immediately. Initial tracking events may take several business days to appear.
Please allow approximately 5–7 business days after purchase before expecting tracking updates.
Tracking Shows "Delivered" But I Cannot Find My Package
If your tracking information indicates that your package has been delivered but you cannot locate it, we recommend completing the following steps before contacting us:
- Check around entrances, porches, mailboxes, or other safe delivery locations.
- Ask family members, roommates, neighbors, or anyone who may have accepted the package.
- Contact your apartment office, concierge, building management, or mailroom if applicable.
If the package still cannot be located, please contact the shipping carrier directly to request delivery details or submit a missing package claim.
Although 5TO9BRAND will gladly assist where possible, we cannot accept responsibility for packages that have been confirmed as successfully delivered by the carrier but are subsequently lost or stolen.
Order Processing
Orders are typically reviewed and entered into production within 24 hours after payment has been successfully received.
Production and fulfillment are handled through our international manufacturing and distribution partners to ensure efficient delivery worldwide.
International Shipping
5TO9BRAND proudly ships to customers in countries around the world.
All prices displayed on our website are shown in U.S. Dollars (USD).
If your payment method uses another currency, the exchange rate applied will be determined by your financial institution or card issuer.
Estimated Delivery Time
International orders generally arrive within 2–3 weeks, although actual delivery times may vary depending on destination, carrier performance, seasonal demand, and customs clearance.
Customs Duties & Import Taxes
International shipments may be subject to customs duties, import taxes, brokerage fees, or other government charges imposed by your local authorities.
These charges are not included in the purchase price or shipping fee and remain the responsibility of the customer.
Because customs procedures differ between countries, 5TO9BRAND cannot control or guarantee customs processing times and is not responsible for delays caused by customs inspections.
For detailed information regarding import requirements, please contact your local customs office.
Order Changes & Cancellation Requests
If you need to update or cancel your order, please contact us as soon as possible.
Customer Support
Our support team will review your request based on the production status of your order.
Please note:
- Orders may only be modified before production begins.
- Once an order has entered production, changes may no longer be possible.
- Orders that have already been packed or shipped cannot be canceled.
We always recommend contacting us immediately after placing your order if any corrections are required.