How to track your order and manage UPS deliveries
Once you place an order in our online shop, you can easily track its journey from our distribution center straight to your door.
This guide walks you through your delivery timeline, what each order status means, and how to handle updates from our shipping partner, UPS.
Orders covered in this guide
- This guide applies to any order placed directly through the official Fairphone online shop.
How to find your order updates
If you checked out with a registered profile
- Log in to your account on the Fairphone online shop.
- Go to My Account > My Orders.
- Select your order to see its current status.
If you checked out as a guest
If you checked out as a guest, your tracking milestones will not show up online. To get an update or to link the order to a registered Fairphone profile (using a matching email address), reach out to customer support.
What your order status means
Your order goes through a few different stages at our distribution center before it hits the road:
| Status | What it means |
|---|---|
| Awaiting Payment |
Your payment is not yet complete. You can still cancel the order or change your shipping address (within the same country). If your VAT looks incorrect, do not pay yet. Reach out to customer support first. |
| Processing |
Your payment is in and our warehouse team is actively working on your order. You can no longer change, add items to, or cancel the order yourself. If you need an urgent change, contact customer support right away. We'll do our best to help. |
| Preparing for Shipment | The warehouse team has boxed, labeled, and packed your items. Your package is in the queue waiting for carrier pickup. This can happen well ahead of transport, so it does not always mean immediate dispatch. |
| Complete | We have officially handed your parcel over to our shipping partner. Keep an eye on your inbox for a Shipping Confirmation email with your active Track & Trace link. |
| Cancelled | The order is permanently closed and cannot be reversed (this usually happens if there was a problem with the payment). If you were charged for an order that ended up cancelled, get in touch with customer support so we can sort out your refund. |
Shipping transit and tracking steps
Our team starts calculating your delivery window as soon as your payment is successfully received.
- Timeline calculation: Estimates are based on the country destination details shown on the product detail page when you buy your item. If you purchase multiple items together, the item with the longest delivery estimate sets the shipping schedule for your whole order.
- Tracking activation: The tracking link inside your automated transactional email is your best source for up-to-date arrival details. It usually takes up to 24 hours after dispatch for the link to activate.
- Transit window: Once your package leaves our distribution center in the Netherlands, standard carbon-neutral shipping usually takes 1 to 2 days to arrive.
- Urgent replacements: If you need a product or spare part in a hurry, look for the Where to buy button on our product detail page to see if an authorized reseller nearby has what you need in stock.
If you miss your delivery
UPS will drop off your package at the nearest collection point if you are away during the scheduled courier window.
- Locating your package: Use your tracking number on the UPS website to find the exact address of the UPS Access Point™ where your package is held.
- Collection timeline: You have 10 calendar days after the package arrives at the collection point to pick up your order.
- Returned shipments: If you do not collect your package within 10 days, UPS will automatically return it to our warehouse. If this happens, please contact Customer Support to coordinate a re-shipment.
What to do if UPS contacts you directly
We aim for a seamless delivery, but UPS might occasionally reach out to you if they need a little more information to get your package to you:
- Incomplete address: If the carrier lets you know that your address is missing details like an apartment number or a gate code, follow the instructions in their message to update your information. This is the fastest way to get your package moving again.
- Documentation requests: If UPS asks for a specific personal or import document that you have on hand, you can send it to them directly to avoid any hold-ups.
- Payment demands or missing paperwork: If the carrier asks you to pay additional customs fees or requests paperwork you do not have, do not pay or proceed. Reach out to Fairphone's customer support immediately so our team can handle it for you.
If any message from UPS feels confusing, or if you have any trouble updating your details on their portal, reach out to customer support for help.