| This FAQ is about orders placed on auraframes.com. If you ordered your frame from our Amazon Aura Shop, the order will be managed and fulfilled by Amazon directly. Please use your Amazon account to look up your order and the tracking status. If there are any issues, please contact Amazon Customer Care directly for assistance. |
Our fulfillment centers ship your order via one of our shipping carriers (UPS, Amazon Logistics, FedEx, etc.) with the delivery speed that you selected at checkout.
Once your order has shipped, you will receive a shipping confirmation email sent to the email address that was used for your order. The email will include a tracking link that you can use to check the progress of your order.
For more information on your order status, click on the help button in the bottom right corner and select the option "Order Support" to use our Chatbot which is integrated into our order system and available 24/7.
What to do if your Auraframes.com order has not arrived
Our shipping process is very reliable and issues are rare. However, if you experience any of the below scenarios, please follow these instructions:
1) The tracking page implies that my order is stuck in transit / lost
Usually, the carrier will be able to resolve such issues, so please wait 72 hours and check the tracking page once again. If the issue remains, please contact our Customer Care team.
2) Tracking indicates the package was delivered, but never arrived
We find that in most cases 'missing' packages arrive within 72 hours from the delivery date/time on the tracking number. Please check if the carrier had left a note and ask your neighbor if they accepted the package on your behalf or if it was delivered to them by mistake. Please also check for any safe spaces that could have been used to deposit the package (a doorway, garage, storage locker, etc).
Finally, if after 72 hours you have still not located your order, please contact our Customer Care team and we would be happy to investigate this for you.
Buy Online, Pick Up in Store (BOPIS) Orders
You may have the option to buy online and pick up your order at a Best Buy location.
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Order Placement:
- Place your order online - https://auraframes.com/in-store-pickup - and wait for the Ready for Pickup email.
- You will receive an Order Confirmation email immediately after placing your order, then receive an email with the subject "Your Aura Order XX is Ready for Pickup". The email will come from hello@auraframes.com.
- If you do not receive the email within 24 hours, please check your spam or junk folder, as sometimes these emails can end up there.
- Pickup Requirements: Bring a government-issued photo ID and your order number to the store
- Pickup Timeline: Items are held for 5 days; uncollected orders are canceled and refunded.
- Canceling or Changing your Order: For BOPIS (Buy Online, Pick Up in Store) orders, you may cancel your order at any point until it has been picked up by visiting auraframes.com/purchases. Please cancel and place a new order if you need to change the store location or any other order details.