This guide covers common order tracking and delivery issues with Gelato, including what to do when tracking information is inconsistent, shipments are delayed, deliveries fail, or packages are lost.
Checking Your Order Status
You can check the status of your order, the estimated delivery date, and the tracking link from your Gelato Dashboard.
Understanding Order Statuses
Once you have accessed your Gelato Dashboard, you can determine the appropriate course of action based on the status of your order.
Sometimes tracking links may not update for several days due to network interruptions or geographic constraints. Tracking events might not upload until the parcel arrives at its destination city.
Order on Time
If the estimated delivery date has not passed, your order is still considered to be on time. Please allow a few more days for the package to arrive before contacting Gelato. In the meantime, you can monitor the tracking link.
Order Not Dispatched
If the estimated delivery date is in the past and the order has not been shipped, your order has not been dispatched. If the order status is still "Printed" (not "Shipped") even past the estimated delivery date, please reach out to the Gelato Support team for further assistance.
Late Shipping
If the estimated delivery date is in the past and the order has been shipped, your order may be experiencing a shipping delay. In this case, the order status will be "Shipped". Please check the tracking link for your order, as well as the order status and history.
If there are recent updates in the tracking history, please wait for a few more days and continue to monitor the updates before contacting us.
If there are no updates for several days, please reach out to the Gelato Support team for further assistance.
Please note that the estimated delivery date provided is based on information from carriers and is not a guarantee. For international shipments, there may be several days in between tracking updates due to customs clearance processes.
Understanding Delayed Orders in Your Dashboard
To help you stay on top of any issues, Gelato highlights delayed orders directly in your Orders Dashboard under the Delayed tab.
This tab collects all orders that have exceeded their expected production or delivery timeline, even if they’re already marked as In Production, Passed, or Shipped. You don’t need to take any action in most cases, but if the order also appears under Pending approval, make sure to review it in case your approval is needed for personalized products.
This view gives you visibility across various order stages while keeping your workflow simple and focused on what matters.