Track an order
Signed-in customers can review orders from Account > Orders. Guest buyers can use Look up an order in the footer, or go to /orders/lookup, with the checkout email and order number. OnePursuit emails a secure link instead of showing order details on the public form.
Order statuses
- Order received: checkout completed and OnePursuit has created the order.
- Review in progress: the order is being checked for fulfillment routing, inventory, or seller handling.
- Preparing shipment: the order is moving toward fulfillment.
- Shipped: tracking or shipment confirmation is available.
- Delayed: an item needs more time before shipping. Support will share the clearest available update.
- Canceled or refunded: the order or payment was reversed.
Shipping expectations
Shipping timing depends on the product, seller, manufacturer, distributor, and fulfillment path. Some products may ship separately if they come from different fulfillment sources.
Cancellation requests
If you need to cancel or change an order, submit a cancellation request from the order page or contact support as soon as possible. A request does not guarantee cancellation or refund because some orders move quickly into warehouse processing, manufacturer fulfillment, print-on-demand production, or shipment.
OnePursuit checks fulfillment status before confirming a cancellation or refund. If the order can still be stopped safely, support will confirm the next refund step. If fulfillment has already started, support will explain the applicable return, damage, warranty, or exception process.
Split shipments
A single order may arrive in more than one package. This can happen when items are fulfilled by different partners or when part of an order is ready before another item.
Returns
Return eligibility depends on product type, condition, seller policy, and safety restrictions. Start with support before mailing anything back so the return can be routed correctly.
Do not ship anything back until OnePursuit or the fulfillment partner provides return authorization and instructions. Unauthorized returns may be refused, delayed, or ineligible for credit.
Creator merch and print-on-demand
Creator merch, personalized products, and print-on-demand items are made for a specific order. Once production begins, cancellation may not be available unless the item is damaged, defective, misprinted, lost, or materially different from the listing.
Wrong size selection, wrong color selection, buyer remorse, and incorrect customer-provided shipping information may not qualify for free return, replacement, or refund once production begins.
Damaged or incorrect items
If an item arrives damaged, incorrect, or missing, keep the product, box, packing material, and shipping label. Support may ask for photos before a replacement, claim, credit, or refund can be reviewed.
Contact support
Contact support if tracking has not updated, an item arrived damaged, an item is missing, the wrong variant arrived, or the order status does not match what you received.