Order Tracking
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How to look up your order
The form above shows the current status of any Back Heel order. You need two things: the order number and the billing email address you used at checkout. Type them in, press the button, and the page shows the order status, the shirts in it and, for personalised shirts, the name and number as you typed them. Nothing you enter here changes the order; it only reads it.
If the form says it cannot find the order, check three things before you email us. First, use the number only, without the hash sign. Second, use the billing email, not the shipping contact’s address, if they are different. Third, look for typing slips such as a missing letter in the email. Organisers who ordered for a whole squad should use their own email, since the order is under the person who paid.
Where to find your order number
- Order confirmation email. Sent right after checkout. The order number is near the top, and the email lists each shirt with its NAME · NUMBER line. If you cannot find it, search your inbox and spam folder for “Back Heel” or “backheel.shop”.
- My Account. If you created an account at checkout, sign in to My Account and open Orders. Every order you have placed is listed with its number, date, status and total.
- Your payment record. Some payment records show the order number in the description. It is worth a look if both of the above fail.
Still stuck? Email support@backheel.shop from the address you think you used, with your name and the date you ordered, and we will find it for you.
Tracking numbers and the dispatch email
We do not run a separate tracking app on the site. Instead, when your parcel leaves us, we send a dispatch email. When the carrier gives us a tracking number, we include it in that email, with the carrier’s name so you know which website to check. From then on, the carrier’s own tracking page usually has more detail than our status, such as scans at sorting centres and the delivery attempt.
A few things to expect with carrier tracking:
- A new tracking number can take a day or two to show any movement. That is normal; the parcel has to be scanned into the carrier’s network first.
- Parcels to Canada, Australia and New Zealand may change hands between carriers on the way, and the tracking can go quiet while a parcel crosses the border. It usually picks up again once the local carrier scans it.
- Tracking updates follow the carrier’s working days. Weekend gaps are common.
What each status means
The order statuses below are the ones you will see in the form above and in My Account. The last four rows are typical carrier tracking stages you will see on the carrier’s page once your parcel is moving.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was created but the payment has not been confirmed yet. | Finish the payment at checkout. If you think you already paid, email us before trying again so you are not charged twice. |
| On hold | The order is waiting for a payment confirmation or a check on our side. | Nothing yet. If it stays on hold and you are not sure why, email us with your order number. |
| Processing | Payment is confirmed and your order is being made. This takes 1–3 business days. | Read the order email once more. Inside 24 hours of ordering you can still cancel or change size, colourway, sleeves, spelling or address. |
| Completed | Your parcel has been dispatched from the USA. | Look for the dispatch email. Transit is 7–14 business days to the US, Canada, Australia and New Zealand. |
| Cancelled | The order was cancelled, by you within the 24-hour window or by us, for example for a name we cannot print. | Your refund is sent within 7 days. Check the email we sent for details. |
| Refunded | We have sent the refund for the whole order or part of it. | Allow your bank or card provider time to show it. See the Refund Policy if it does not appear. |
| Failed | The payment did not go through. | Try again at checkout, or email us if you are unsure whether money left your account. |
| In transit | The carrier has the parcel and it is moving between sorting points. | Keep an eye on the carrier page. Quiet days are normal, especially across borders. |
| Out for delivery | The parcel is on the local delivery vehicle. | Make sure someone can receive it, or that a safe place is available. |
| Delivered | The carrier marked the parcel as delivered. | Open it, read every back, and try a shirt on. If you cannot find the parcel, check with neighbours and building reception, then email us. |
| Delivery exception | The carrier hit a problem, such as an incomplete address or no one available to sign. | Follow the carrier’s instructions on their page, and email us with your order number so we can help. |
A typical timeline, step by step
Here is what a squad order of eight shirts looks like when it is placed on a Monday, with no holidays in the way. Your own dates will differ, and these are estimates, not promises.
- Monday: you check out. The confirmation email arrives with every NAME · NUMBER listed. The order shows Processing. Your 24-hour change window is open until the same time on Tuesday.
- Tuesday to Thursday: the order is made. That is 1–3 business days.
- By Thursday: the parcel is dispatched, the status shows Completed and the dispatch email goes out, with a tracking number when the carrier provides one.
- The next 7–14 business days: the parcel is in transit. Weekends are not counted.
- Arrival: 8–17 business days after you ordered, so somewhere between the second and fourth week.
That is why the rule of thumb on the site is to order at least 17 business days before the day you need the shirts. The First whistle tool on the homepage does this sum for you from your first game date.
If your parcel is late
A parcel that has not arrived by the end of the 8–17 business day estimate is late, not lost. Most late parcels turn up within days, especially around holidays and at border crossings. Here is what to do:
- Check the carrier tracking page from your dispatch email for the latest scan.
- Check the delivery address in your order confirmation for missing details such as a unit or apartment number.
- Ask neighbours, building reception or anyone who might have taken it in.
- Email us at support@backheel.shop with your order number and the last tracking update you can see.
We will look into it with the carrier and tell you what happens next. If the date of your first game is close, say so in the email, so we know what matters most to you.
If tracking says delivered but you have nothing
This happens more than you would think: a parcel left with a neighbour, a building mailroom or a side door. Give it a full day, look around, and ask anyone at the address. If it still has not shown up, email us with your order number and the delivery date shown on tracking. We will check the carrier’s delivery record and help from there.
If something is wrong with the delivery address
You can change the delivery address within 24 hours of ordering by emailing us. After that, the parcel is in production or on its way, and the address can only be changed through the carrier, if the carrier offers that option. If you notice a mistake later, email us straight away with the correct address and we will tell you what can still be done.
Orders to Canada, Australia and New Zealand
Shipping is free to all three, and transit is the same 7–14 business days as within the US. Tracking can pause while the parcel passes customs and is handed to a local carrier. Import duties and taxes depend on the destination country; if the local carrier asks for a payment, that comes from your country’s rules, not from us. Email us if you are unsure about a request you receive.
When the parcel arrives
Open it and read the backs before anything else. Every shirt should match the NAME · NUMBER line in your confirmation email. Then try the sizes. If anything is not right:
- Wrong size, or changed your mind: you have 60 days from delivery to return it with a free label from us. See Returns & Exchanges.
- Damaged, defective, wrong item, or a print that differs from what you typed: email us with a photo if you can. The return is free. Photos are deleted 30 days after delivery of the order.
- Refunds are sent within 7 days of the return reaching us. See the Refund Policy.
Tracking a squad order
Organisers carry the whole roster on their shoulders, so here is how to keep the squad in the loop without forwarding every email.
- Share the status, not the account. Anyone with the order number and billing email can use the form at the top of this page, so you can check it on your phone at training and tell the group where things stand.
- Paste the carrier link into the group chat. Once the dispatch email arrives, the carrier tracking link is the one thing your players want. It shows movement without showing your payment details.
- Keep the roster next to the order. When the parcel lands, open it with your original list of name, number, size and sleeves beside you and tick off each shirt. A missing tick is easier to sort out in the first week than the night before the first game.
- One parcel or more. If your order arrives in more than one parcel, each dispatch email covers what is inside it. Wait for every email before you count shirts as missing.
Sending to someone else
Ordering a shirt for a friend who just joined as a free agent, or sending the squad kit straight to the captain? Enter their name and address as the shipping address and your own details as billing. The order confirmation and dispatch emails come to you, the billing contact, so remember to pass on the tracking link. If you want to check the order later, use your own email in the lookup form.
What to include when you email about an order
A good first email saves a day of back and forth. Please include:
- Your order number in the subject line, with a short topic, for example “Order #1234 — tracking not moving”.
- The name on the order and the email you used at checkout.
- What you see right now: the status in the form above and the latest carrier scan, if you have one.
- What you need: an update, an address fix, help with a delivery exception, or a date you are working towards.
We read every email ourselves and reply within 24 hours on business days, Monday to Friday.
Related pages
- Shipping & Delivery: destinations, timing and business days.
- Cancel or Change an Order: the 24-hour window.
- Help Center: every support topic in one place.
- Contact Us: our email and business address. Support is by email only, and we reply within 24 hours on business days.