Track Your Order

Every order gets a tracking number. Here is when it arrives, what the statuses mean, and what to do when tracking stops moving.

When You Get Your Tracking Number

Within 24 to 48 hours of dispatch, by email to the address you used at checkout. Dispatch happens 2 to 4 business days after you order, so the tracking email typically lands 3 to 6 business days after purchase.

If it is not in your inbox, check your spam and promotions folders before emailing us — that is where it is about half the time.

How To Track

Open the shipping confirmation email and click the tracking link.
Or paste the tracking number into the carrier site: USPS, UPS or FedEx. The carrier is chosen automatically by the shipping line, so it is whichever one is named in your email.
Early scans may show on an international line rather than the US carrier. The number is handed over once the parcel reaches the United States.

What the Statuses Mean

Status	What is happening
Label created / Pre-shipment	We have printed the label. The parcel has not left the facility yet.
Departed origin facility	Your parcel has left our fulfillment partner and is on its way out of the country.
In transit	Moving. This is the stage where updates are sparse.
Customs clearance	Being processed for import. Duties are already paid by us — nothing is due from you.
Arrived at US facility / Handed to carrier	Now with USPS, UPS or FedEx. Updates become frequent from here.
Out for delivery	On the truck today.

Why Tracking Sometimes Stops Moving

On international lines a parcel can sit for several days between scan points, particularly between the departure scan and the customs scan. Gaps of 4 to 7 days at that stage are normal and do not mean the parcel is lost. Once the parcel is with a US carrier, updates should appear daily.

If Tracking Has Not Moved for 14 Days

Email support@trilumitybeauty.com with your order number. We open an investigation with the carrier, which usually takes 5 to 10 business days to come back. Once it closes, you choose a replacement or a full refund. You do not have to argue with the carrier yourself.

Report within 14 days of the last tracking event so the claim window is still open.

If Tracking Says Delivered But Nothing Arrived

Check around the property, including side and rear doors and behind planters.
Ask household members and immediate neighbors.
Wait 24 hours — carriers occasionally scan a parcel as delivered a day before it lands.
Email us with the order number. We will pull the delivery scan data, including GPS coordinates where the carrier provides them, and take it from there.