Updated November 2026
Why an order has not shipped yet
Fulfillment clientsOpen the order in the portal and check its status. Almost every delayed order is in one of six states, and each has a fix.
The six states
| Status | Why it is waiting | What to do |
|---|---|---|
| Backorder | Not enough stock for one or more items | Receive a replenishment, ship what is in stock ("send what's available"), or substitute an alternative SKU |
| API error | The order imported with something we cannot use: an unmapped shipping method, a SKU we do not have, or a missing address | Fix it from the API errors list, or ask us; see API errors: why an order did not import |
| Hold | You or a rule paused it | Release it; see Holding and releasing orders |
| Pending for a long time | Waiting on weights and dimensions, a kitting step, or a question we sent you | Answer the request in the support portal |
| Not in the portal at all | The order never synced from your store | Check the store connection and tell us the order number; we import it or create a replacement |
| Low balance | Account funds too low to cover shipping | Add funds or check AutoPay; see Your account balance and automatic top-ups |
Processing but not shipped
Processing means the warehouse has it. Orders released before 2 PM ET ship the same day; later ones ship the next business day. Kitted orders take longer, and kitting does not run on Mondays.
Shipped but no tracking movement
See Delivery delays.
Still not sure
Open a request with the order number; we tell you exactly where it is.
Was this article helpful?