|This FAQ is about orders submitted 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.|
If you had ordered your frame from auraframes.com directly, we will ship it to you via UPS or Amazon Logistics, using the shipping option that you selected in our shopping cart.
Once your order has shipped, you will receive a shipping confirmation email sent to the email address that was used for the order. The email will include a tracking link that you can use to check the process of your order.
What to do if your Auraframes.com order never 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 / got lost
Usually, the carrier will be able to resolve such issues so please wait up to 72 hours 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 at my place
We find that in most cases 'missing' parcels 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 parcel on your behalf. Please also check for any safe spaces that could have been used to deposit the parcel (a doorway, garage, bin etc).
If you had used our multi-ship option to ship your products to different addresses, please be aware that each shipment will have its own shipping confirmation email. Make sure you are not looking at the wrong confirmation email.
Finally, if after 72 hours you have still not located your order, please contact our Customer Care team and we will look into this for you.