How to Resolve Shipping Problems with Online Shopping Orders, find order confirmation emails, and How to Get Your Package ASAP

How to Resolve Shipping Problems with Online Shopping Orders, find order confirmation emails, and How to Get Your Package ASAP

Three of the most common questions/statements we see from customers about their orders are:

"I didn't receive my order, but it shows delivered."
"I didn't receive an order confirmation email."
"The tracking links in my confirmation email don't work."

In this article, we will show you how to quickly resolve each issue.

Q: "I didn't receive my order, but it shows delivered."

A: With online shopping hitting new records every year and more than 80% of the U.S. population shopping online, the fact that we receive any of our orders on time and without any issue is incredible. The U.S. Postal Service handles 500 million parcels every day. More than two billion people shop online around the world every year. With those numbers, present day shipping and logistics is a wonder of the world. It is a modern marvel.
Despite all of the advancements in tracking, logistics, and final mile delivery networks, sometimes we have issues with our deliveries. Here are a few tips to help you track down your missing online order:
1. Give it 24 hours, especially if you selected USPS. Somehow, beyond our understanding, USPS deliveries magically appear after customers contact us. This almost always happens within 24 hours. We have no idea why, but it does.
2. USPS guidance to us is to recommend that you check with your local post office if #1 doesn’t happen for additional assistance.
3. Unfortunately, the data feed you are viewing when clicking on your tracking number in your shipping confirmation email, is the exact same one we see (and just about every other e-commerce store except Amazon) and comes directly from USPS. Here at Qore Performance, we have a special relationship with FedEx that gives us additional capabilities to help you resolve your issue quickly. We don’t have any additional insight or control with USPS. Click here for more details from the Shipping section on our website. Here are some links to additional shipping information and our relationship with FedEx:
If the above options are exhausted without a change in status, then email us with your order number and we can file an insurance claim on your behalf and get a replacement shipment out to you ASAP. We’ll need the info provided to you by your post office for the insurance claim if you selected USPS, so please make sure you save or document whatever they tell you if your package doesn’t turn up at the post office. If you shipped via FedEx, we simply need your order number and a brief account of the checks you performed so FedEx knows those avenues have been pursued. 

Q: "I didn't receive an order confirmation email."

A: Easy. Just check your SPAM folder. It is in there.

Q: "The tracking links in my confirmation email don't work."

A: Also easy. We mostly see this issue at our large enterprise customers where IT sets SPAM filters to pretty aggressive standards. Usually, this disables links from unknown sources (which we always are on your first order). You'll need to contact IT on the SPAM filter settings, but in the meantime, just copy and paste your tracking number into your search engine. 


  • Karan Richaardson

    The purchase confirmation email for ORDER INVOICE #QP41402 was received on Monday, with an estimated delivery of today (6/19). But I have no confirmation of shipping, and the Shop app shows only that it was ordered. When can I expect my vest? Thanks!

  • Qore Performance

    Hi Brad,
    Thank you for reaching out about your order. Our apologies for the delay, but your order shipped today. We posted a notice/update on the ICECASE product page last month in bold, red text with this information:
    MAY/JUNE 2024 UPDATE: we received a record number of large enterprise orders simultaneously this year which has created a backlog of 2-3 weeks for ICECASE. All orders are being fulfilled first in, first out. So, your best bet to get an ICECASE this summer is to place an order ASAP.
    We know this is not ideal and we are incredibly grateful for your patience and understanding. We received more than an entire quarters worth of orders in about a one week span. We hope this helps, but please let us know if you have any additional questions.
    Qore Performance Customer Support Team

  • Brad

    Good Morning,

    May I please have a status update on my order – #QP40433? It was ordered May 9, 2024 and I still have not received my order.

  • Qore Performance

    Hi Kevin,
    It is impossible to say without knowing the exact shipping service or product at which you are looking. For example, even for a single patch, selecting FedEx Overnight to any CONUS address would absolutely be more than $10. We can tell you two things in addition to that:
    1. We have no control over what shipping services charge to ship our products.
    2. All of our shipments, except APO/FPO/POB, are going out FedEx now because USPS has been completely unreliable for us and our customers. They lose more packages than FedEx by at least 10:1 (at least for us).
    3. Due to a massive increase in “porch piracy” and other forms of mail/shipping theft, we’ve had to start insuring more of our shipments. We’re currently working with FedEx to insure every shipment that leaves our building because theft has been so rampant across the country and we’re far from the only company experiencing this problem. It is impacting FedEx, UPS, Amazon, and USPS.
    We hope this helps, but please let us know if you have any additional questions. #StayFrosty

  • Kevin Lee Lancaster

    Why are you chsrging over $10 to ship two straps to Texas? Are to trying to make money on shipping as well? You are charging more for shipping than the product!

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