Order Tracking
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Use the form above to check your Kin Print order. Enter the order number from your confirmation email and the email address you used at checkout, then select Track. You will see the order’s current status and the items in it. Once your parcel has shipped, your shipping email contains the carrier’s tracking link, which shows each step of the journey to the door.
Where to find your order number and tracking link
- Order number: in the subject line and at the top of your order confirmation email, sent within a few minutes of ordering. It is also shown on the thank-you page after checkout and under My Account if you created one.
- Email address: the one you typed at checkout, which may differ from the email you usually use. If the form says it cannot find the order, try any other address you might have used.
- Tracking link: in the shipping email we send when your parcel leaves us, usually 1–3 business days after ordering. The first carrier scan can take 24–48 hours to appear.
Cannot find either email? Search your inbox, spam and promotions folders for “Kin Print”. If nothing turns up, email support@kinprint.shop with your name, the date of the order and the shipping address, and we will look it up for you.
What each order status means
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but payment has not been confirmed yet. | If you completed payment, wait a few minutes. If it stays pending, check with your payment provider or email us. |
| On hold | We are waiting for something from you, usually a photo or an answer about unclear personalisation. | Check your email for our message and reply; preparation continues once we hear from you. |
| Processing | Payment is confirmed and your item is being personalised and prepared (1–3 business days). | Nothing, unless you need a change within 24 hours of ordering. |
| Shipped | The parcel has been handed to the carrier and a tracking link has been emailed to you. | Use the tracking link; the first scan can take 24–48 hours. |
| In transit | The parcel is moving through the carrier network (7–14 business days in total). | Keep an eye on tracking. International parcels may show gaps while crossing borders. |
| Out for delivery | The parcel is with the local driver and expected that day. | Make sure someone can receive it, or that it can be left safely. |
| Delivered | The carrier reports the parcel as delivered. | If you cannot find it, check with neighbours and reception, then contact us. |
| Delivery exception | The carrier could not deliver, for example because of an address problem, an access issue or a customs check. | Follow the carrier’s instructions and email us; we help resolve it. |
| Completed | The order is finished on our side. | Enjoy the gift. Returns are possible within 60 days of delivery. |
| Cancelled or Refunded | The order was cancelled or refunded, and you received an email explaining why. | Refunds are issued within 7 days; your provider then posts them to your account. |
How long each stage usually takes
Every order passes through the same stages. Preparation takes 1–3 business days after payment is confirmed (or after the photo for a photo item arrives). Transit takes 7–14 business days to the United States, Canada, Australia and New Zealand. Altogether, allow about 8–17 business days from ordering to delivery. Business days are Monday to Friday, excluding US public holidays. Our full timeline is on the Shipping & Delivery page.
Example
You order a family canvas for your parents in Vancouver on a Monday morning and email the photo that afternoon. The order shows Processing while the canvas is prepared, Shipped by Thursday at the latest, and then In transit. The tracking link may show a few quiet days while the parcel crosses the border. Delivery usually falls within 7–14 business days after shipping.
Understanding tracking updates
Tracking pages are written by carriers, and their wording can be confusing. “Label created” or “Shipment information received” means the label exists but the carrier has not scanned the parcel yet; that first scan can take up to 48 hours. “Arrived at facility” and “Departed facility” are normal steps. For Canada, Australia and New Zealand, you may see the parcel pass through an international hub and customs; this can add a few days without anything being wrong. “Held at customs” usually clears without action, but if customs asks the recipient for information or an import charge, follow their instructions.
What to expect for each destination
| Destination | Transit estimate | What tracking often shows | Good to know |
|---|---|---|---|
| United States | 7–14 business days | Regular scans between facilities, then out for delivery | No import charges; check apartment and unit numbers |
| Canada | 7–14 business days | An international hub, a border crossing, then local scans | The recipient may be asked for import duties or taxes by Canadian authorities |
| Australia | 7–14 business days | A long flight leg with few scans, then customs and local delivery | Import charges, if any, are set by Australian authorities |
| New Zealand | 7–14 business days | A long flight leg with few scans, then customs and local delivery | Import charges, if any, are set by New Zealand authorities |
Customs messages, explained
For parcels going to Canada, Australia or New Zealand, tracking may show messages from customs. Here is what the common ones usually mean:
- “Presented to customs” or “Customs clearance in progress”: a normal step. Most parcels clear within a few days without any action.
- “Held by customs”: customs is checking the parcel. It usually continues on its own; if customs needs anything, it contacts the recipient.
- “Payment of charges required” or “Duties owing”: the destination country is asking the recipient to pay an import charge before delivery. These charges are set and collected by the destination country, not by Kin Print. Please contact us before refusing a parcel so we can discuss the options.
- “Released by customs”: the parcel has cleared and continues to local delivery.
Tips for a smooth delivery
- Double-check the recipient’s full name, apartment or unit number and postal code in your confirmation email.
- If the recipient lives in a building with a front desk, add the building name to the address line.
- If the gift is a surprise, let someone in the household know a parcel is coming, so it is not refused or returned.
- For grandparents who are often out, consider shipping to a family member who is home more, and delivering the gift in person.
- Keep the tracking email until the parcel is safely in hand.
Busy seasons and tracking
Before Mother’s Day, Father’s Day, Grandparents Day and the December holidays, carriers handle far more parcels than usual. Scans may be less frequent and parcels can take the full 14 business days in transit. Our preparation time stays at 1–3 business days. If your parcel goes quiet during a busy season, please wait the full 7 business days before reporting it, unless the delivery date is already past the end of the estimate.
When tracking stops or a parcel is late
If tracking has not updated for 7 business days, or your parcel has not arrived 7 business days after the end of its estimated delivery window, email us with your order number. We open an investigation with the carrier for you. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we send a free replacement or a full refund, whichever you prefer. Refunds are issued within 7 days; see our Refund Policy.
When tracking says delivered but the parcel is missing
- Check around the property: porch, side doors, garage, mailbox and any parcel locker.
- Ask neighbours, household members and building reception.
- Contact the local post office or carrier depot; parcels are sometimes held there.
- Wait one more day; many parcels marked delivered appear within 24 hours.
- Email us within 60 days of the delivery date with your order number. We help with the carrier claim and agree a replacement or refund.
Changing an order that is already moving
Within 24 hours of ordering, you can change personalisation, size, colour, style or address, or cancel; see Cancel or Change an Order. Once a parcel has shipped, we can ask the carrier to redirect it but cannot guarantee it. If a parcel returns to us because of an address problem, we reship it free once you confirm the correct address.
Orders with more than one parcel
Most orders ship in one parcel. Occasionally items ship separately, for example when one item is waiting for a photo. Each parcel gets its own tracking link, and you never pay extra for a split shipment. If you asked for items to be held together, such as matching reunion shirts, they ship in one parcel.
Tracking a gift sent to someone else
When a gift ships directly to the recipient, the tracking emails still come to you, so you can keep the surprise. If you want to warn the recipient that a parcel is coming, the tracking link can be forwarded. If the recipient has a delivery problem, they can contact us with the order number or the name and address on the parcel.
Photo items and the tracking clock
For mugs, ornaments and canvases that use a photo, preparation begins once the photo has arrived by email and been matched to your order. Until then, the order may show On hold. If your order has been on hold for more than a day, check your inbox for a message from us; we may have asked for a sharper photo or for the order number in your email. As soon as the photo is in, the order moves to Processing, and the 1–3 business day preparation time starts from that day. Sending the photo on the same day you order keeps your delivery estimate as short as possible.
Using My Account
If you created an account at checkout, sign in to My Account to see all your orders, their current status and the personalisation you wrote for each. This is the easiest way to track several orders at once, for example when you have sent gifts to different relatives for the same holiday.
Need help with tracking?
Email support@kinprint.shop with your order number in the subject line, or submit a ticket. We reply within 24 hours on business days. More answers are in the Help Center and our FAQs.