Everything physical ships from our studio in Portland, packed by us. Here is how to find your order at any point along the way.
Before it ships
We pack and ship within 2 to 3 business days, and we do not ship on weekends or holidays. Until the label is printed there is no tracking number yet. That is normal, and not a sign anything is wrong.
Once it ships
You will get an email with a tracking number the moment your shipping label is printed. It comes from the same address as your order confirmation, so it lands in the same place in your inbox.
You can also open your order confirmation email and click View your order at any time. That page shows the current status and the live tracking link, it stays up to date, and you do not need an account to use it.
If tracking has not moved
USPS often scans a parcel at pickup and then not again until it reaches a sorting hub, so a quiet day or two is common. If nothing has changed after 5 business days, email us and we will chase it for you.
Digital downloads
Printables, art prints, calendars and pack lists are not shipped and have no tracking. Your download link arrives by email within a few minutes of checkout.
If it is not there, search your inbox for download@pendora.run and check your spam folder, because that is the address our download system sends from and it does not look like us. Still nothing? Email us and we will send the files to you directly.
International orders
International parcels ship USPS or DHL Express. Tracking can go quiet for a stretch while a parcel clears customs, sometimes a week or more, and that is usually the delay rather than anything going wrong. Customs duties and import taxes are the recipient's responsibility.
If it says delivered and it is not there
Check with anyone else at the address, and look anywhere a carrier might tuck a box out of the weather. Parcels marked delivered turn up within a day more often than you would think. If yours does not, email us within 7 days and we will help you open a claim.
Still stuck
Email admin@mossandfog.com with your order number. We are a small shop, and a person reads every message.