Order tracking

The Support Care is an independent tracking page that helps you follow the status of your order in one place. We are not the store you purchased from, nor the shipping carrier. We simply aggregate your tracking information so you can easily check where your package is at any time.

You can search using your email address (the one you used when placing the order), your order number (found in your confirmation email, e.g. ORD-2024-XXXXX), or your carrier tracking number (provided by the shipping company). Any of these will pull up your order details and delivery status.

It can be completely normal. Tracking updates depend on the carrier scanning your parcel at each checkpoint. Delays of 24 to 72 hours between scans are common, especially during transit between sorting facilities or for international shipments going through customs. If your status hasn't changed in more than 5 business days, we recommend contacting the store you ordered from or reaching out to us at help@thesupportcare.com.

We can help with anything related to tracking and delivery visibility: locating your package, explaining a status, or pointing you in the right direction. For requests like refunds, returns, address changes, or product questions, you'll need to contact the store you purchased from directly, as they manage those aspects of your order.

You can reach us at help@thesupportcare.com. We typically reply within one business day. Please include your order number or tracking number in your message so we can look into it right away.

This sometimes happens when the carrier marks a package as delivered slightly before the actual drop-off, or if it was left with a neighbour, at a pickup point, or in a safe place. We recommend checking around your delivery area and waiting 24 hours. If the package still doesn't turn up, contact the store you ordered from to open an investigation with the carrier. You can also email us and we'll do our best to help clarify the situation.