My Order is Not Moving
At ORÉYA, we work hard to ensure your order reaches you smoothly. However, occasional delays may occur due to issues with shipping carriers, especially during peak seasons or international transit.
There are two common reasons for this:
- Your order has shipped, but the carrier hasn't scanned it yet.
- It’s normal for tracking to remain inactive for the first 1–3 business days—especially for international shipments or distant destinations.
- Your order is still in processing.
- Some items may need extra time to prepare before shipping. Please refer to our Shipping Time Frames for full details.
Once shipped, your order may remain in “In Transit” status until it reaches the next sorting facility. This status can persist for a few days—especially during high-volume periods.
If your tracking has not updated for 7+ days, please reach out to our support team so we can assist you directly. You can also check your status any time using our Track Order page.
Some countries may hold your package at customs and request verification to proceed. This could include:
- Proof of purchase (e.g., your ORÉYA Order Confirmation Email)
- Personal identification from the recipient
Unfortunately, ORÉYA cannot control or predict the policies of each country’s customs office. However, we will always do our best to support you if we notice your package is delayed in transit.