Track My Order
TRACK MY ORDER
Wondering Where
Your Nelo Is?
Check your order status, find your tracking information, and see what happens from the moment you order to the moment your package arrives.
Tracking information becomes available after your order has been processed and handed to the carrier.
FROM ORDER TO DELIVERY
What Happens
After Checkout?
Once your order is successfully placed, you'll receive an order confirmation email.
Available Nelo inventory is typically processed by the next business day, excluding weekends and holidays.
When your package leaves our warehouse, we'll email you the available carrier tracking information.
Use your tracking link to follow your package while it's moving through the carrier network.
Once the carrier completes delivery, your tracking page should update to show the package as delivered.
ESTIMATED DELIVERY
How Long
Should It Take?
Estimated delivery after your order has been processed and shipped.
Estimated delivery after your order has been processed and shipped.
Delivery estimates may vary because of carrier conditions, weather, holidays, customs processing, or circumstances outside our control.
TRACKING QUESTIONS
Need a Little
More Detail?
Why haven't I received tracking yet?
Tracking information is sent after your order has been processed and shipped.
If your order was recently placed, it may still be in the processing stage.
My tracking link isn't updating. What should I do?
Tracking can occasionally take time to update after the carrier first receives a package.
Check the tracking page again later for the latest carrier scan.
Can my order arrive in more than one package?
In some cases, items may ship separately. If that happens, available tracking information may be provided for each shipment.
I can't find my shipping confirmation email.
Check your spam, junk, promotions, or other filtered email folders.
Make sure you're checking the inbox associated with your Nelo order.
PACKAGE SAYS DELIVERED?
Can't Find
Your Package?
If tracking says your package has been delivered but you can't locate it, please allow up to 72 hours before contacting us. Carriers may occasionally mark packages as delivered before the package actually arrives.
Check with neighbours or other members of your household.
Check your building concierge, reception, or management office.
Look around parcel lockers and other secure delivery locations.
Review your tracking details to see whether the order was shipped in more than one package.
If your package still hasn't arrived after 72 hours, contact Nelo with your order number and we'll help investigate.
STILL NEED HELP?
We're Here.
If you can't locate your tracking information or something doesn't look right with your shipment, send us a message.
NELO
Ordered.
Packed.
On Its Way.