Order Tracking

Last updated: November 2, 2026

Enter your order number and the email address you used at checkout to see the current status of your Gift Willow order.

Finding your order number

Your order number is in the order confirmation email we send as soon as you place an order. It appears near the top of the email and in the subject line. If you created an account, you can also see every order under My Account. Can’t find the email? Search your inbox, spam and promotions folders for “Gift Willow” or for [email protected]. If it still isn’t there, write to us with your name and the date you ordered and we will look it up.

Use the same email address you entered at checkout. If you ordered a gift for someone else, that is your email, not the recipient’s.

What each order status means

From order to doorstep

1. Order placed: you receive a confirmation email within minutes.
2. Change window: for 24 hours you can change names, options or address, or cancel.
3. Production: your item is made in 1–3 business days.
4. On its way: 7–14 business days to the United States, Canada, Australia or New Zealand.
5. Delivered: your 60-day return window starts.

So a typical order arrives 8–17 business days after you place it. Business days are Monday to Friday, excluding public holidays.

Carrier details

If the carrier provides tracking details for your parcel, we send them to you by email when they are available. Carrier tracking can take a day or two to show the first update after a parcel is handed over, and international parcels may show few updates while they cross a border. If you are expecting details and have not received them, write to us with your order number and we will check.

If your order seems late

First, count the days: production of up to 3 business days, plus up to 14 business days in transit. Weekends and public holidays do not count, and the weeks before Mother’s Day and the winter holidays are busier for carriers. If your order is past that point, email us with your order number and the delivery address. We will check the order, contact the carrier where we can, and tell you what we find. If a parcel is lost, we agree a solution with you, such as a replacement or a refund.

If it shows as delivered but isn’t there

• Look around the entrance, porch, garage or mailbox area.
• Ask neighbours, building reception or the front desk — especially in apartment buildings and retirement communities.
• Check whether someone else in the household took the parcel in.
• Check with your local post office.

Then email us with your order number. We will help from there.

If the gift went to someone else

When you send a gift directly to a parent or grandparent, the order emails come to you. You can check the status here with your own order number and email. If the recipient tells you something arrived damaged, ask them for a photo and send it to us with the order number, or ask them to write to us directly — either is fine.

Three example timelines

A blanket to Ohio

Anna orders a Grandkids’ Names blanket on a Monday evening. Her 24-hour window closes on Tuesday evening; she uses it to add one more name. Production finishes by Friday at the latest. The parcel then travels for 7–14 business days and reaches her mother’s house somewhere between the following Wednesday and the end of the third week. Anna checks this page twice and sees the status move from Processing to Completed.

Pillows to Vancouver

David orders two pillow covers for his parents in Canada on a Thursday. Production takes up to 3 business days, so the parcel can be on its way by the next Tuesday. Crossing the border, it shows few updates for several days, which is normal. It arrives within the 7–14 business day range, shipped free.

An ornament before the holidays

Mei orders a Family Names ornament for her grandparents in Auckland on 20 November. Counting 3 business days for production and up to 14 business days in transit, plus the US Thanksgiving holiday, she can expect it in mid-December. Because she ordered with a margin, the ornament arrives before the family gathering.

Orders that arrive in more than one parcel

If you ordered several different items — for example a blanket, a pillow and two ornaments — they may be made in different places and travel separately. One part of your order can arrive a few days before the rest. You never pay extra for that, and the order status covers the whole order. If one part has not arrived after the delivery estimate, email us and tell us which item is missing.

Address problems on the way

If a carrier cannot deliver because of an incomplete address — a missing apartment number is the most common reason — the parcel may be held or returned. If you realise the address was wrong after the 24-hour change window, email us at once with the correct address. We will ask the carrier whether it can be redirected where that is possible. If the parcel comes back to us, we will contact you to arrange a solution.

Keeping a gift a surprise

Order emails go only to the email address used at checkout. If you are sending a gift to someone who shares your email account, consider using another address at checkout, or simply tell us and we will keep our emails short.

Tracking questions

The status still says Processing after two days.

That is normal. Processing covers the 24-hour change window and the 1–3 business days of production. Weekends do not count.

Can I track the order without the confirmation email?

If you have an account, sign in and open My Account to see your orders. Otherwise, email us with your name, the date and the email address you used, and we will find it.

Why does the form say it cannot find my order?

Usually the email address does not match the one used at checkout, or the order number includes an extra space. Copy the number exactly from your email and try again.

Can the recipient track the parcel?

The order is linked to the buyer’s email. If you share the order number and your email with the recipient, they can use this page too.

My order says Completed but nothing has arrived.

Completed means your order has been made and handed over for delivery; the 7–14 business days of transit start then. If it has been longer than that, email us with your order number.

I ordered on a Friday night. When does production start?

Your 24-hour change window runs through Saturday night, and production days are counted from the next business day, Monday. It is all part of the 1–3 business days.

Can I pick a delivery day?

No. Carriers deliver within the estimated range, and we cannot schedule a specific day. If a date matters, order early and tell us the date if you are unsure.

Busy seasons

Two seasons bring many more family gift orders than the rest of the year: the weeks before Mother’s Day and the weeks before the winter holidays. Our production time stays 1–3 business days, but carriers carry far more parcels, and international parcels can spend longer at the border. During those weeks the status page is the quickest way to see where your order is, and our email reply time stays within 24 hours on business days. The best protection is simple: order early, and choose a finished design if collecting names would take you past your date.

What we do when you report a late parcel

1. We confirm your order details and the delivery address.
2. We check the order’s production and hand-over dates.
3. Where the carrier allows it, we ask the carrier for the parcel’s latest information.
4. We email you what we found, and if the parcel cannot be located, we agree the next step with you — usually a replacement or a refund.

Order emails you can expect

• Order confirmation — within minutes of ordering; check the names and address once more.
• Replies from support — within 24 hours on business days if you write to us.
• Delivery details — when the carrier provides tracking details for your parcel, we send them by email.
• Refund confirmation — if an order or item is cancelled or returned.

If an email you expected has not arrived, check spam and promotions folders first, then write to us. We are always happy to resend.

Help for orders placed by someone else

If a relative placed the order for you and you want to know where it is, ask them for the order number and the email they used, then enter both above. If that is not possible, email us your name and delivery address; for privacy we will confirm the status with the buyer and ask them to share it with you.

Changing something while you wait

If your order is still within 24 hours of being placed, you can change names, size, colour, fill or address, or cancel. See Cancel or Change an Order. After that, the item may already be in production; email us and we will tell you honestly what is still possible.

Related pages

• Shipping & Delivery — delivery times by country and planning for a date.
• Returns & Exchanges — 60 days, free return label.
• Refund Policy — refunds within 7 days of receiving your return.
• Contact Us — email support, reply within 24 hours on business days.