Orders & Shipping
Order status, tracking numbers, delays, returns, and cancellations.
- How do I view order status?
Order status is on the order page after you sign in.
- How do shipping estimates work?
Shipping information is whatever the product and checkout show for that item. Jimvio does not guarantee a delivery date in Help.
- How do I access tracking information?
Tracking is the tracking number stored on the order, when one exists.
- Why has tracking not updated?
Tracking stays unchanged until the seller, supplier, or carrier provides a new update Jimvio can store.
- What should I do if an order is delayed?
Use the order status and tracking first. Contact support with the order reference if there is no movement and no next step on the order.
- What should I do if an item arrives damaged?
Keep the order reference and describe the damage in a support ticket so the order can be reviewed.
- How do I report a missing package?
Report a missing package from the order, after you confirm the status and any tracking events.
- How do returns work?
A return happens through the order flow when that order supports it, or through a support review when it does not.
- How do cancellations and refunds work?
Cancellation stops an order only when the order records it. A refund exists only when the payment record shows the refund.
- What happens when a supplier cannot fulfill an order?
If a connected supplier cannot fulfill an item, the order or supplier status should show that failure. The buyer is not expected to guess.