Order status
Where is my order?
Tracking info
When your order ships, you will receive a confirmation email from Pebblebee with the tracking number.
You can also check your order status by visiting https://track.pebblebee.com/
Make sure to add # in front of your order number.
Label created but not yet in the system
Please wait and check again in 24hrs. It might take some time between the package is labeled at our fulfillment center and the time the carrier scans it.
There is not delivery date on the carrier's tracking info
After the package ships, especially for international orders, it may take a day or two to show and expected date for the delivered.
My package shows delivered but I didn't receive it
- Check your mailbox, surrounding area, and with neighbors or building management.
- Ask other members living in the same household if they have seen or picked up the package.
- Contact the carrier directly to verify delivery details.
If still unresolved please contact Pebblebee support for further assistance.
Submit a claim for a lost or not delivered package
We understand that losing a package is a frustrating experience. If this happens, Pebblebee Support will thoroughly investigate your case and work with you to either send a replacement package or issue a refund.
Our Policies:
Domestic Orders (USA, EU and UK): You may file a claim if 15 days have passed since the last carrier tracking update.
International Orders (non-EU countries, all other countries): You may file a claim if 20 days have passed since the last carrier tracking update.
International orders
For international orders, once the package leaves the country tracking will be updated, and then updated again once in the final destination country. Please note international shipments can take anywhere from 4-6 weeks to arrive.
Customs clearance
For international orders, please note that customs authorities in your country may require additional documentation or a response to customs clearance declarations. It is essential to reply promptly to any requests from customs to avoid delays or the return of your package.
Confirming and Responding to Customs Requests
- Confirm the legitimacy of the request by comparing it with the order information you received from Pebblebee. If you are uncertain, contact the carrier directly using the contact information provided on their official website.
- Provide the requested information or documentation promptly to avoid delays.
- Ensure that all details you provide are accurate and complete.
- Be aware that you may need to pay customs duties and taxes to release the package. The amount will depend on your country's customs policies.
If you encounter any issues or have questions about the customs process, feel free to reach out to Pebblebee Support at support@pebblebee.com for assistance.
