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\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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Waiting for socks with your cat’s face on them is a special kind of impatience. This page helps you check where your Sock Joy order is, explains what each order status really means for a personalised pair, and tells you exactly what to send us if your parcel seems to be running late.
\nThe form at the top of this page reads your order straight from our store. You need two things, and both must match what is on the order.
\nYour order number is in the subject line and the body of the confirmation email you received right after checkout. It is a number only; type it without the hash sign. If you placed several orders, for example one family pack and one separate pair for a friend, each has its own number and you can look them up one by one.
\nEnter the email address you typed in the billing details at checkout. This matters most for gifts. If you sent holiday socks straight to Grandma’s house, the order still belongs to your email, not hers. A different address, even with a single typo, will not find the order.
\nWooCommerce, the system behind our checkout, gives every order a status. The words are standard, but for socks made with your names and photos they carry a specific meaning. Here is the plain-English version.
\n| Status | \nWhat it means | \nWhat is happening to your socks | \nWhat you can do | \n
|---|---|---|---|
| Pending payment | \nThe order was created but payment has not been confirmed. | \nNothing yet. We do not start preparing socks until payment is confirmed. | \nComplete the payment, or place the order again. Email us if you think you were charged. | \n
| Processing | \nPayment received; your order is with us. | \nWe are reading your order notes, opening your photo links and preparing your pairs. This takes 1-3 business days. | \nWithin 24 hours of ordering you can still ask for changes to names, photo links, size or address. | \n
| Completed | \nYour order has been prepared and sent on its way. | \nYour socks are in transit, usually 7-14 business days to your country. | \nWatch the post. If the full window passes with no parcel, email us. | \n
| Cancelled | \nThe order was stopped before it was fulfilled. | \nNothing will be prepared or sent for this order. | \nIf you did not expect this, email us and we will explain why. | \n
| Refunded | \nMoney has been returned for all or part of the order. | \nFor a return, it means we received the socks back and refunded you. | \nAllow your bank time to show the credit on your statement. | \n
Sometimes a payment window closes early, a browser tab is shut too soon, or a bank asks for an extra check that is not finished. The order then sits at pending payment. It is not lost, but it is not moving either. Because we only prepare paid orders, a pending order will not be printed. If you see this status and believe your payment went through, email us with the order number and we will check it. Our Payment Methods page explains what to do when a payment fails.
\nProcessing is where personalisation happens. We read every line of your order notes. For a family pack with Kids, Women’s and Men’s pairs, we match each face and name to the size you listed. We open each photo link. If a Google Drive link is private and shows us “access denied”, the order stays in processing while we email you and wait for a link we can open. A blurry night-time screenshot of your cat is not a link problem, so it will not pause the order, but remember that we print the photo you send as it is. A sharper photo gives a sharper face.
\nIn many shops “completed” sounds like the parcel has arrived. At Sock Joy it means our part is finished: your socks have been prepared and sent. The transit estimate starts from here. A parcel heading to Australia or New Zealand can take the full 14 business days, so a quiet week after the status changes is normal.
\nAn order can be cancelled at your request within the 24-hour window, or by us if, for example, payment could not be confirmed. If you asked for the cancellation, this status is your confirmation. If you did not, email us and we will tell you what happened. Our Cancel or Change an Order page covers the window and what can still be changed.
\nA refunded order has had money sent back. When you return socks under our 60-day returns policy, we refund to your original payment method within 7 days of receiving the return. Your bank then needs its own time to show the credit. If you asked for store credit instead, it does not expire. Details are on our Refund Policy page.
\nIf you created an account at checkout, or signed in before ordering, everything is in one place.
\nThe order view is also a handy place to re-read your notes. If you suddenly remember that your nephew spells his name with a “y”, you will see straight away what we have. Inside 24 hours, email us the correction.
\nNo account is needed. The lookup form at the top of this page shows the same status as My Account. You can create an account later with the same email, though guest orders placed before that may not appear in the list. If so, use the form or email us.
\nAdd processing to transit and you have the estimate: 1-3 business days plus 7-14 business days, so roughly 8-17 business days from order to door for the United States, Canada, Australia and New Zealand. Weekends and public holidays do not count. Shipping is free on every order and there is no minimum spend. The full picture, including busy-season advice, is on our Shipping & Delivery page.
\nFor a Secret Santa swap, a birthday party or a wedding with groomsmen socks, count the full 17 business days backwards from the date and order before that point. Leaving a week of extra buffer is wise for weddings. These are estimates, not promised delivery dates, and the post can be slower in December.
\nIf the estimated window has passed and your socks have not arrived, we want to help. A complete first email lets us get to work right away without asking you questions back and forth.
\nUse a clear subject line such as “Late order” followed by your order number, and send it to support@sockjoy.shop. We reply within 24 hours on business days and will look into it with you. Every late or missing parcel is handled individually, so contact us and we will help with the next steps.
\nIf you sent socks straight to a relative in Canada or a friend across town, ask them gently whether anything arrived, maybe left with a neighbour or at the front desk. People often do not open a parcel addressed to them until the right day. Then email us with what you learned.
\n| Situation | \nNext step | \n
|---|---|
| No confirmation email after checkout | \nCheck spam and promotions folders, then email us with your name and the time you ordered. | \n
| Order stuck in processing longer than 3 business days | \nCheck your inbox for an email from us about a photo link; reply with a working link. | \n
| Wrong name or photo spotted within 24 hours | \nEmail the correction right away with your order number. | \n
| Wrong name spotted after 24 hours | \nWe may already be printing; you can use the 60-day return route once the socks arrive. | \n
| Status is completed but the full transit window has passed | \nEmail us with the details listed above. | \n
| Socks arrived but are not quite what you hoped | \nRead our Returns & Exchanges Policy; the return label is free. | \n
Most of the time an order moves quietly from processing to completed, and you only hear from us at checkout. A few situations make us write to you directly, and it helps to recognise them.
\nAdd support@sockjoy.shop to your contacts so our messages do not land in spam, especially in December when inboxes overflow with holiday offers.
\nIf you are waiting on memorial pet socks, we understand the wait can feel longer. These orders are handled with the same care as every other, and we check names and years against your notes. If you need an update, write to us; there is no need to explain more than you want to.
\nEmail support@sockjoy.shop with your order number, or use Submit a Ticket. You can also browse the Help Center and our FAQs, or visit Contact Us. Sock Joy, 45 Morton St, New York, NY 10014, US. We reply within 24 hours on business days.
\nYour socks are on their way to being worn. Soon: your dog. On your feet.
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