Tracking your order

Reading the tracking

• Label created / pre-shipment: the box is packed and waiting for the carrier's pickup. The first scan normally appears the same evening or the next business day.
• In transit: moving through the carrier's network. Estimated delivery is the carrier's figure and can shift by a day.
• Out for delivery / delivered: check the delivery photo or note (front door, mailroom, neighbor) if you do not see the box.

No movement for several days

Carrier scans can lag, especially over weekends. If tracking has not updated for 5 business days, write to privatelabel@kaerwell.com with the order number and we open a trace with the carrier. For a patient order, write to support@kaerwell.com.

Marked delivered but not received

Check with reception, the mailroom, and neighbors, and allow a day; carriers sometimes scan before the final hand-off. If it does not turn up, tell us within a few days so we can file a carrier claim and send a replacement where the carrier is at fault. See Missing, damaged, or wrong items.

Delivery attempts

Carriers try up to three times at a closed office, then return the package to us. We contact you to reship.