Enter your order number and the email address you used at checkout to see the current status of your order and, once it has shipped, its carrier and tracking number.
Look up your order
Your order number is in your confirmation email and begins with a #. Use the same email address you entered at checkout — the lookup requires both to match.
What each status means
- Processing — payment has cleared and your order is queued to be picked and packed. It has not left us yet.
- On hold — we are waiting on something: a bank transfer to clear, a crypto payment to confirm, or a question we have sent you. Check your email, including spam.
- Completed — your order has been packed and handed to the carrier. Your dispatch email carries the carrier name and tracking number.
- Cancelled — the order was cancelled and will not ship. If you did not request this, contact us.
- Refunded — payment has been returned to your original payment method.
Tracking your parcel with the carrier
Once your order is marked Completed you will receive a dispatch email with the carrier and tracking number. That number is also attached to your order in your account.
Tracking can take up to 24 hours to become active after dispatch, because carriers populate their systems on their own schedule rather than at the moment a parcel is scanned. A tracking number showing no scans on the first day is normal.
When tracking goes quiet
This is the most common thing people write to us about, so it is worth explaining properly.
A parcel is only scanned at specific handover points — accepted into the network, arriving at a sorting facility, departing a country, clearing customs, reaching the delivery depot, out for delivery. Between those points there is nothing to report, and the carrier’s page simply shows the last scan.
International parcels routinely show no movement for several days while crossing between carrier networks or sitting in a customs queue. Silence is not evidence of a lost parcel.
When to contact us: if there has been no new scan for 10 business days on an international order, or 5 business days domestically, send us your order number and we will open a trace with the carrier.
Tracking problems
My tracking number does not work
Wait 24 hours after the dispatch email and try again — carriers activate numbers on their own schedule. If it still returns nothing after a full business day, contact us with the number.
Tracking says delivered but nothing arrived
Check with other people at the address, look for a carrier card, and check any safe-drop location the carrier uses. Parcels are sometimes scanned as delivered a few hours before they physically arrive. If it has not turned up within 48 hours, contact us with your order number and we will open a trace.
Tracking says my parcel is held at customs
Customs authorities inspect at their own discretion and on their own timeline. They will normally contact you directly if they need documentation or payment of import charges. Any duties, taxes or brokerage fees are payable by you — see our shipping policy.
My parcel is being returned to sender
This usually means an incorrect or incomplete address, a refused delivery, or unpaid import charges. Contact us with your order number — we can re-ship at your cost or refund the product value less the original outbound shipping.
My order still says Processing
It has not shipped yet. Orders are picked and packed on business days, and orders placed after the daily cut-off, on a weekend, or on a Canadian statutory holiday go out the next business day.
I did not get a dispatch email
Check your spam folder first, then look the order up above — if it shows Completed, it has shipped and the tracking number is on the order in your account. Contact us if it is missing there too.
I ordered as a guest and do not have an account
The lookup above works without an account. You need the order number from your confirmation email and the billing email address you entered at checkout.
Still need help?
Contact us with your order number and we will look into it. If you are reporting a possible loss, tell us the date of the last tracking scan — that is the first thing a carrier will ask for.
For what happens if a parcel arrives damaged, see our shipping policy. For analytical documentation on the lot you received, use our COA lookup.
Research use only
All products supplied by AminoOptimization Group are for laboratory and scientific research use only. They are not drugs, foods, cosmetics, or medical devices, and must not be administered to humans or animals. Full terms are set out in our Research Use Only Disclaimer.