Order Tracking
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Use the form above to see where a Stripe Club order stands. Enter your order number and the billing email address you used at checkout, then press the button. The page shows the order’s current status and the items in it, including the hoop recipe, club name, name on back and number we are printing. The rest of this page explains how to find those details, what each status means, how long each stage normally takes, and what to do if something does not look right. If you would rather ask a person, email support@stripeclub.shop; we reply within 24 hours on business days.
Tracking at a glance
- What you need: your order number and the billing email used at checkout.
- Making time: 1-3 business days after you order. Every item is printed to order.
- Transit: 7-14 business days to the US, Canada, Australia and New Zealand.
- Shipping emails: when your order ships we email you tracking details if the carrier provides them.
- Help: by email only, reply within 24 hours on business days.
1. Finding your order number and email
Your order number is in the subject line and at the top of the order confirmation email we send as soon as you place an order. It is a short number, usually shown with a hash sign in front of it. Type the digits only into the form.
The email address must be the billing email entered at checkout, exactly as typed. This is where most failed lookups come from. If you have more than one address, for example a work address and a personal one, or if the club’s kit secretary placed the order with the club’s address, try each. A typing slip at checkout, such as a missing letter, will also stop the form finding the order; in that case email us with your name and roughly when you ordered and we will find it.
Cannot find the confirmation email?
- Search your inbox and your spam, junk or promotions folders for “Stripe Club” or “stripeclub.shop”.
- If someone else placed the order for you, such as a captain ordering for the whole side or a relative buying a gift, the confirmation went to them. Ask them for the number.
- If there is still nothing, email support@stripeclub.shop with the name on the order, the delivery address and the date you ordered. Please do not include any card or payment details.
2. What each order status means
The form shows the status of your order on our side. Here is what each one means and whether you need to do anything.
| Status | What it means | What you should do |
|---|---|---|
| Pending payment | The order was started but the payment has not been completed. We do not start making an order that has not been paid for. | If you meant to buy, place the order again and complete payment. If you think you were charged, email us. |
| Failed | The payment was turned down or did not finish. | Check your billing details and try again, or choose another option shown at checkout. See Payment Methods. |
| On hold | The order is paused while something is checked or confirmed. | Watch for an email from us. If you have not heard anything, write to us with the order number. |
| Processing | Payment is complete and your order is with us: being printed or waiting its turn. This stage normally takes 1-3 business days. | Nothing, unless you need a change. Changes and cancellations are possible within 24 hours of ordering. |
| Completed | We have finished our part of the order. | Look for our shipping email. If the carrier provides tracking, the details are in it. |
| Cancelled | The order has been cancelled, by your request or by us. | If you did not ask for this, email us. A refund for a cancelled paid order is sent within 7 days. |
| Refunded | A refund has been sent for all or part of the order. | Allow your bank or payment provider time to show it. See the Refund Policy. |
Carrier updates after it ships
Once a parcel is with the carrier, its movements appear on the carrier’s own tracking page, not in the form above. If the carrier provides tracking for your parcel, our shipping email has what you need to follow it. Carriers use their own wording, but most updates fall into a few kinds:
- Label created or awaiting pickup: the parcel is ready and waiting for the carrier. A day or two of this is normal.
- In transit: the parcel is moving between depots. For Canada, Australia and New Zealand, there may be a long gap while it crosses the border from the USA.
- Out for delivery: it is on the local van or with the local postal service.
- Delivered: the carrier has recorded it as left or handed over.
- Exception, delay or held: something interrupted delivery, such as an address problem, a missed delivery or a customs check. Read the carrier’s note; if it asks you to act, follow it, and email us if you need help.
3. A normal timeline, worked through
Take the kit secretary of a social side who orders four jerseys on a Monday, five weeks before the first fixture of the fall season.
| Stage | How long it normally takes | What the form or emails show |
|---|---|---|
| Order placed and paid | Monday | Order confirmation email; status Processing |
| Change window | 24 hours from the order | Status Processing; email us for any change |
| Making the jerseys | 1-3 business days | Status Processing |
| Handed over for delivery | After making is done | Shipping email, with tracking details if the carrier provides them |
| Transit | 7-14 business days | Carrier tracking updates |
| Total | 8-17 business days | Delivered |
Five weeks is roughly 25 business days, so that order has a sensible margin. These are estimates, not promised dates. Public holidays in the US and in the destination country, and busy weeks for the carrier, can stretch any stage. Full detail is on our Shipping & Delivery page.
Ordering from Australia or New Zealand
A player in Brisbane ordering for a sevens weekend sees the same 1-3 business days of Processing, then 7-14 business days in transit from the USA. International parcels often show a quiet spell between leaving the US and the first local scan. That gap alone is not a sign that something is wrong.
4. Checking the details before the parcel arrives
The form shows the items on your order, and it is worth reading them line by line while the order is still in Processing, especially in the first 24 hours. We print exactly what the order says, with no proof sent beforehand, so this is your chance to catch a slip.
- Hoop recipe: does it match what you built in the mixer, for example “6 hoops · 3 in · Bottle / Old Gold / Oat”?
- Club name: spelled the way the club spells it, within 20 characters?
- Name on back: within 12 characters, with the apostrophe in O’BRIEN or the hyphen where you want it?
- Number: the right one, and readable against the hoops? A dark number on dark hoops is hard to see from the touchline.
- Sizes: correct for each player? For a gift, check our size guide.
If something is wrong and you are within 24 hours of ordering, email us straight away; Cancel or Change an Order explains how. After 24 hours the order may already be printed; email us anyway and we will tell you where it stands.
5. If the order seems stuck, late or missing
Status has said Processing for a while
Processing covers the 1-3 business days of making time. Count business days only, Monday to Friday without public holidays. An order placed on a Friday afternoon may not leave Processing until the middle of the next week. If it has been longer than that, email us with the order number and we will check it.
Tracking has stopped moving
Parcels can sit at a depot or at a border for a few days without a new scan, then move again. If tracking has been quiet for a while, or the parcel has not arrived by the end of the estimate, email us with your order number and what the carrier page shows. We will look at it with you and take it up with the carrier where that helps.
Tracking says delivered but nothing is there
- Check around the door, the mailbox, the porch, any side entrance and with neighbours.
- For a club or workplace address, ask whoever takes in parcels; club parcels have a habit of ending up in the kit room.
- Check that the delivery address on your confirmation is correct.
- Email support@stripeclub.shop with the order number and what the tracking shows. We will look at it with you.
The parcel arrived but something is wrong
If an item arrives damaged, or a name or number differs from your order, email us with the order number and a photo. Photos you send are deleted 30 days after delivery. We will explain the next step, which usually runs through our Returns & Exchanges Policy: 60 days, with a free return label from us.
6. Tracking a club or team order
For a side’s kit, one order means one order number, and anyone with that number and the billing email can check it in the form. If the kit secretary placed the order, players asking “where are the shirts” can be pointed here with the number, or simply told the status. If players ordered separately using the same hoop recipe line, each order has its own number and its own timeline, and the shirts will not necessarily arrive on the same day.
When a large order arrives, check every shirt against the order list: size, name and number. Twenty years on from their last game together, an old boys’ side may have four players wanting number 8, so the name on the back is what tells those shirts apart.
7. Tracking a gift
When you buy a jersey as a present, the order number, the confirmation and the shipping email all come to you, not to the person receiving it. That keeps the surprise, and it means you are the one who can follow the parcel. A few suggestions from orders we have seen:
- If the gift is going straight to the recipient, consider telling a trusted housemate to watch for a parcel, so it is not left on a step for a week.
- If you are sending to yourself to wrap, add a few days for that to the 8-17 business day estimate.
- Keep the order number handy. If the size is wrong, the return within 60 days, with our free label, starts with that number.
Spotted a wrong address while checking?
If the form or your confirmation shows an address mistake, email us at once with the order number and the full corrected address. Inside 24 hours of ordering, it can be changed. After that, we will look at it with you; once the parcel is with the carrier, the carrier decides whether the address can still be changed.
8. Need help with an order?
Email support@stripeclub.shop with your order number in the subject line. We reply within 24 hours on business days. Support is by email only, so there is no phone line or chat to wait on. You can also open a ticket on our Submit a Ticket page, or look through the Help Center and FAQs.
Stripe Club, 64A Whispering Pines Rd, New Waverly, TX 77358, US.