Order tracking
Know where your parcel is
Tracking is emailed the moment your label is created. If you would rather look it up, everything you need is below.
From your account
Sign in and open Orders. Each line shows its status and, once dispatched, the carrier and tracking number.
From your email
Search your inbox for “Solo Pet Food”. The dispatch email carries a direct tracking link — check spam if it is missing.
Ask a human
Call (904) 671-9215 Monday to Friday, 9 AM–5 PM ET, or email us with your order number and we will look it up.
What each status means
| Status | Meaning | What to expect next |
|---|---|---|
| Processing | Payment cleared; the order is queued for picking. | Dispatch within 1–2 business days |
| On hold | Something needs checking — usually an address or a stock question. | We contact you the same business day |
| Completed | The parcel has left us and tracking is live. | Delivery in 4–9 business days |
| Refunded | All or part of the order has been refunded. | Funds land in 3–5 business days |
| Cancelled | The order was stopped before dispatch. | Any authorisation drops off in 3–7 days |
If tracking has not moved
- Carrier scans can lag by 24–48 hours after dispatch, and by longer over a weekend or holiday.
- Frozen orders may ship in two parcels with two tracking numbers.
- No movement for four business days? Email us and we will chase the carrier and reship if the parcel is lost.