Track Your Order
Every order gets a tracking link. Here is where to find it and what to do when it stops moving.
Where your tracking number is
When your parcel leaves us we email a dispatch confirmation with a tracking link. That is the email to look for — the order confirmation from checkout has no tracking, because nothing had shipped yet.
If you made an account, every order and its tracking sits under your account.
Not in your inbox? Check spam, then search your mail for koveandpaw. If it is genuinely not there, email us and we will resend it.
Why tracking sometimes shows nothing
A tracking number goes live the moment we print the label, but it will not move until the carrier physically scans the parcel at their depot. That gap is usually a few hours and occasionally a full working day. It does not mean anything has gone wrong.
Two parcels, one order
Large beds ship in their own box. If your order had a bed and anything else in it, you may get two tracking numbers and two deliveries a day apart. Both are in the dispatch email.
How long to wait
| Destination | Treat as delayed after | Treat as lost after |
|---|---|---|
| UK | 5 working days | 10 working days |
| Europe | 12 working days | 20 working days |
| Rest of world | 16 working days | 25 working days |
Carriers will not open a missing parcel investigation before those windows, so neither can we. Once you hit them, email us and we will start the claim and send a replacement.
Tracking says delivered, but nothing arrived
- Check any safe place — porch, bin store, behind a plant pot. The carrier photo on the tracking page usually shows where it went.
- Ask neighbours. Carriers often leave parcels next door without leaving a card.
- Wait until the end of the next working day. Parcels are occasionally scanned as delivered a day before they physically arrive.
Still nothing? Email hello@koveandcanvas.com with your order number. We will raise it with the carrier and sort you out — you will not be left carrying the loss for something you never received.
Changing the delivery address
We can change an address any time before dispatch — email us quickly. Once a parcel is with the carrier we cannot redirect it, but you usually can, directly with them, through the tracking link.