How to track your order and manage USPS deliveries
Once you place an order in our online shop, you can easily track its journey from our distribution center straight to your door.
This guide walks you through your delivery timeline, what each order status means, and how to handle updates from our shipping partner, the United States Postal Service (USPS).
Orders covered in this guide
- This guide applies to any order placed directly through the official Fairphone online shop.
How to find your order updates
If you checked out with a registered profile
- Log in to your account on the Fairphone online shop.
- Go to My Account > My Orders.
- Select your order to see its current status.
If you checked out as a guest
If you checked out as a guest, your tracking milestones will not show up online. To get an update or to link the order to a registered Fairphone profile using a matching email address, reach out to customer support.
What your order status means
Your order goes through a few different stages at our distribution center before it hits the road:
| Status | What it means |
|---|---|
| Awaiting Payment |
Your payment is not yet complete. You can still cancel the order or change your shipping address (within the same country). If your VAT looks incorrect, do not pay yet. Reach out to customer support first. |
| Processing |
Your payment is in and our warehouse team is actively working on your order. You can no longer change, add items to, or cancel the order yourself. If you need an urgent change, contact customer support right away. We'll do our best to help. |
| Preparing for Shipment | The warehouse team has boxed, labeled, and packed your items. Your package is in the queue waiting for carrier pickup. This can happen well ahead of transport, so it does not always mean immediate dispatch. |
| Complete | We have officially handed your parcel over to our shipping partner. Keep an eye on your inbox for a shipping confirmation email with your active track and trace link. |
| Cancelled | The order is permanently closed and cannot be reversed (this usually happens if there was a problem with the payment). If you were charged for an order that ended up cancelled, get in touch with customer support so we can sort out your refund. |
Shipping transit and tracking steps
Our team starts calculating your delivery window as soon as your payment is successfully received.
- Timeline calculation: Estimates are based on the country destination details shown on the product detail page when you buy your item. If you purchase multiple items together, the item with the longest delivery estimate sets the shipping schedule for your whole order.
- Tracking activation: The tracking link inside your automated transactional email is your best source for up-to-date arrival details. It usually takes up to 24 hours after dispatch for the link to activate. If you ordered on a Saturday or Sunday, it might only be updated after the weekend.
- Transit window: Once your package leaves our distribution center, shipping usually takes two to six days to arrive.
You will not automatically receive progress notifications from us. To get live updates or change your delivery time and location online, register your details directly with USPS’s Informed Delivery service.
If you're not home when your delivery is attempted
If you are away when the United States Postal Service (USPS) tries to deliver your order from our online shop, USPS rules determine whether a second attempt is made automatically or if a holding notice is left.
Here is what you can expect:
- First attempt: USPS will try to deliver your package as usual. If they are unable to deliver it to your address, no delivery notice will be left.
- Second attempt: USPS will attempt to deliver your package again on the next working day. If the second attempt also fails, USPS will leave a delivery notice showing where your parcel is being held. The parcel will be held at USPS for 15 days, after which it will be returned to Fairphone.
If the carrier is aware that someone is not typically available at your address to receive parcels, or if they are unsure, they leave a delivery notice immediately after the first attempt.
How to update your shipping or billing address
You can change your address depending when you are placing your order:
- Future orders: You can easily change or add an address through My Account > Address Book in the online shop, or directly during the Checkout process.
- Within two hours of purchase: Use the link in your order confirmation to cancel your order before it is dispatched and place a new order.
- Two hours after purchase: You can contact Fairphone’s Customer Support to attempt to cancel your order so you can reorder to the correct address, however this is dependent on the shipping companies and cannot be guaranteed.
What to do if USPS contacts you directly
We aim for a seamless delivery, but UPS might occasionally reach out to you if they need a little more information to get your package to you:
If any message from USPS feels confusing, or if you have any trouble updating your details on their portal, reach out to customer support for help.
Frequently asked questions about orders and deliveries
Can I change my address or add items after I pay? +
No. As soon as an order is paid and reaches the Processing stage, the warehouse team begins packing your items immediately. You cannot add items, expand, or cancel the order yourself.
Does updating my account profile address change my current order? +
No. Changing your address details inside your default My Account profile only affects future purchases. It will not alter the shipping path of an order that has already been placed.
What should I do if my order is missing or arrives damaged? +
Please contact our Customer Support team and the shipping agency as soon as possible. To ensure a smooth, immediate investigation, reach out within 48 hours and no later than a week after your estimated delivery date.
Can Fairphone deliver to a P.O. box or a USPS Smart Locker? +
No, only delivery direct to a physical street address is currently possible.
What happens during national strikes? +
National strikes and local labor disruptions are considered a Force Majeure. While these situations are completely out of our hands and we cannot alter packages in transit, we will always try to alert you in advance if they impact your delivery timeline.
What shipping methods do you offer? +
Currently, we offer USPS Ground Advantage.
When do courier delivery attempts take place? +
Delivery attempts typically happen during office hours on business days.