If you ordered directly from our website (auraframes.com), we will ship your order via one of our shipping carriers (UPS, Amazon Logistics, FedEx) and 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.

If you ordered 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 view the tracking status. If there are any issues, please contact Amazon Customer Care directly for assistance.

What to do if your Auraframes.com order has not arrived

Our shipping process is very reliable and issues are extremely rare. However, if you experience any of the below scenarios, please follow these instructions: 

1) The UPS/Amazon tracking page implies that my order is stuck in transit / lost 

Usually, the carrier will be able to resolve such issues, so please wait 3 days and check the tracking page once again. If the issue remains, please contact our Customer Care team.

2) You told me the order was delivered but the order never arrived

We find that in most cases 'missing' packages arrive within 3 days 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, bin etc). 

Finally, if after 5 days you have still not located your order, please contact our Customer Care team and we will look into this for you.