|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 ordered directly from our website at auraframes.com, we will ship it to you via UPS or Amazon Logistics, using the shipping option that you selected in the shopping cart.
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.
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 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 / lost
Usually, the carrier will be able to resolve such issues so please wait 5 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 at my place
We find that in most cases 'missing' parcels arrive within 5 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 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 used our multi-ship option to ship frames 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 5 days you have still not located your order, please contact our Customer Care team and we will look into this for you.