How Do I Track My Package and Delivery Status?

Quick Answer

You can track your SilkSilky order through My Account on our website or through live chat using your order number and the email used at checkout. Your tracking link shows the latest status, including the carrier, delivery date and time, and delivery location.

If your tracking isn't updating yet, that's usually normal in the early stages of transit. If tracking shows delivered but you can't find the package, the delivery scan is the starting point - check nearby locations and with neighbors or building staff, and contact us if you need help.

How do I track my order?

There are two easy ways to check your order status:

Through your account

Go to My Account on our website.
Log in with your credentials.
Select the order you want to track.
Click the order number link to view its status.

Via live chat

Click the live chat button in the lower-right corner of our website.
Enter your order number and the email address used for the purchase.
View your current order status.

Your estimated delivery date is included in your Order Confirmation email and can also be checked in My Account. This date is a guideline - your order may arrive before, on, or shortly after it.

Why isn't my tracking number working or updating?

It's common for tracking to show little or no movement in the first day or two. After your package leaves our facility, it moves between sort facilities, and updates usually appear once it reaches the next facility, which can take a couple of days. A blank or unchanged status during this period typically doesn't mean anything is wrong.

If there's still no tracking information after a few days, contact our Customer Care team via live chat or the Contact Us page and we'll check the status of your order for you.

How do I find out when my package was delivered?

Your tracking record shows the recorded delivery status, including the date, time, and where the package was left - for example, a mailbox, porch, building reception, concierge, safe place, post office, or pickup point. We use these same carrier tracking records when confirming a delivery for you.

Keep in mind that carriers occasionally scan a package as delivered shortly before it physically arrives, so in rare cases it can be worth allowing a little extra time after the delivery scan.

What should I do if tracking shows delivered but I can't find my package?

A delivery scan is the starting point for review, and it doesn't always mean the matter is closed. Before contacting us, it helps to:

Check the latest tracking details for the delivery date, time, and location.
Look around likely spots - mailbox, mailroom, porch, side or back door, garage, building reception, concierge, or a safe place.
Ask neighbors, household members, or building staff whether they accepted the package.
Contact the local carrier with your name, address, and tracking number to request proof of delivery, such as a signature or photo.
Reconfirm your shipping details if asked, including recipient name, full street address, city, state or province, postal or ZIP code, country, and phone number.

If you still can't locate it, contact our Customer Care team with your order number, tracking number, confirmed shipping address, and a short summary of what you've already checked, and we'll review the next steps.

Why does my order have more than one tracking number?

Orders are sometimes split into more than one package, especially when they include several items. When that happens, a delivery notification may apply to only part of your order, and other items may travel under a separate tracking number. If one part has arrived but another hasn't, check whether there's a second tracking number, and contact us if anything seems missing.

In what situations should I contact Customer Care?

Please reach out if:

Your tracking hasn't updated after a few days
Tracking shows delivered but you can't find the package after checking nearby and asking neighbors or building staff
A delivery photo or signature doesn't match your address
Your package was returned to sender or is held at a station or pickup point
Only part of your order arrived, or a delivered package appears empty or incomplete
Your estimated delivery date has passed and your order still hasn't arrived