Order tracking
Following your words home.
Every SneakPen leaves the workshop by hand, then travels the ordinary way — vans, sorting sheds, a letterbox. Here is exactly where yours is, and what to do if it dawdles.
Where is my order?
Paste the number. We'll do the rest.
The moment your parcel is scanned by the carrier, a tracking link goes out by email — to the address you ordered with. If it hasn't arrived, look in the spam folder before you worry: our emails are quiet things.
Already holding a number? Drop it in below and we'll open it with the carrier in a new tab.
We can't search for an order from this page — only the carrier can read the number. If nothing has reached you yet, your parcel is still with us, and that is usually good news.
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01
Order received
A confirmation email lands within minutes. Nothing has moved yet — this is us reading the line you asked us to print.
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02
In the workshop
We print your first scroll, roll it into the barrel, and box the pen by hand. Most orders are packed and gone inside 48 hours.
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03
On its way
The carrier scans the parcel and your tracking email goes out the same moment. From then on the number tells you more than we can see.
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04
Delivered
Signed for, or left where you asked. If it says delivered and your hands are empty, give it a day — parcels have a habit of waiting with a neighbour.
Small worries, answered
When the parcel misbehaves.
A person reads every message that comes in, usually the same day. Have your order number to hand and we'll find you quickly.
Ask us about your orderI never received the tracking email.
First, check the spam or promotions folder, and search your inbox for SneakPen. The email only goes out once the carrier scans the parcel, so if you ordered in the last day or two it may simply not exist yet.
If your order is older than 72 hours and nothing has arrived, write to us with the name on the order and we'll resend the link by hand.
My tracking hasn't moved in days.
Tracking pages go quiet between scans, and a parcel crossing a border or sitting in a weekend depot can look motionless for two or three days while it is very much moving.
If nothing has changed for five working days, that's our cue. Tell us the number and we'll open a trace with the carrier — and if the parcel is genuinely lost, we remake it rather than make you wait for the paperwork.
I need to change the delivery address.
If the order hasn't shipped yet, we can usually change it — email us straight away with your order number and the new address and we'll catch it in the workshop.
Once the carrier has it, the address is theirs to change, not ours. Use the link in your tracking email to redirect it to a neighbour, a pickup point or a later day.
The carrier says delivered, but nothing arrived.
Give it twenty-four hours. Nine times in ten it is with a neighbour, behind a gate, or scanned a little early and delivered the next morning.
If a day passes and it is still missing, write to us. We'll ask the carrier for the delivery scan and the GPS point, and if it can't be found we replace the order — pen, printer, scrolls and all.
How long does customs take?
Outside its home market a parcel can sit with customs for anywhere between a day and a fortnight, and no one — us included — can hurry that along. Duties and import taxes, where they apply, are charged by your country and paid on delivery.
If your tracking shows a customs hold for more than fourteen days, tell us and we'll chase it with the carrier on your behalf.
Still stuck
Write to us — a person answers.
No queue, no ticket number, no chatbot pretending to care. Send us the name on the order and what's gone wrong, and we'll write back with something useful — usually within a day, always from a human who has held one of these pens.