Where is my order

Every order goes through the same four stages in our Michigan workshop. Here is what each one means and how long it takes.

1. Order received

You get an order confirmation email within a few minutes of checkout. If it hasn't arrived, check your spam folder and make sure the email address on the order is correct. The confirmation includes a link to your order status page; keep it, because that page updates automatically at every step.

2. Printed

Stocked items are already printed and move straight to packing. Giant ducks and custom pieces are printed after you order, which is why they take longer:

• Stocked items: ship in 1 to 3 business days
• Giant ducks (made to order): ship in 5 to 7 business days
• Custom orders: usually 7 to 10 business days (we confirm the timeline when you order)

Business days are Monday to Friday. Your order status page will show the order as unfulfilled during this stage; that is normal and means it is in the queue or on a printer.

3. Packed and shipped

When your parcel is packed we print the shipping label, and that triggers your shipping confirmation email with a tracking number. You can also find the tracking number any time on your order status page (the link in your confirmation email, or sign in to your account and open the order).

What does "label created" or "pre-shipment" mean?

It means the label is printed and the parcel is boxed, but the carrier has not scanned it into their network yet. The first scan usually appears within 1 business day of the label being created, sometimes 2 during busy weeks. Tracking can also stay quiet for a day or two between scans while the parcel travels between hubs. If there has been no scan at all 3 business days after your shipping email, contact us and we'll look into it.

4. Delivered

Once shipped, most US parcels arrive in 2 to 5 days depending on the shipping option you chose and your distance from Michigan. Alaska, Hawaii, Puerto Rico, military addresses and international orders take longer.

Peak season delays

From late November through December, carriers move far more parcels than usual and transit times can stretch by several days, even when tracking looks stuck. Our processing times stay the same, but we recommend ordering early and choosing a faster shipping option if you need it by a date. Weather closures and holidays also pause carrier movement, so please allow a few extra days before reporting a parcel late during this period.

Tracking says delivered but nothing arrived

1. Check around your porch, mailbox, building office, garage and with household members or neighbours. Carriers sometimes mark a parcel delivered a few hours before it actually arrives.
2. Wait 2 business days; a good share of "delivered" parcels turn up in that window.
3. Still missing? Contact us with your order number. We'll open a trace with the carrier and send a replacement or a refund.

Tracking has not moved for a week

Contact us with your order number. Parcels with no scan for 7 or more days are considered delayed or lost by the carrier, and we can start a trace on your behalf. You don't need to contact the carrier yourself.

My order arrived damaged

We're sorry! Message us within 7 days of delivery with your order number and a photo of the item and the packaging it came in, and we'll print and ship a replacement for free.

Something is wrong with the order itself

Wrong item, wrong colour or something missing: contact us with your order number and a photo, and we'll make it right.

Ordered on Etsy or eBay?

Those orders are tracked inside the platform you bought on; open the order there to see tracking, and message us through that platform so the conversation stays attached to your order.

Contact us

Email info@comiskascustom.com or use the contact form. Include your order number and we'll usually reply within one business day. For general questions, see our FAQ.