Order Confirmation Ship Confirmation and Tracking Information

Order Confirmation Ship Confirmation and Tracking Information

• All orders will receive an ORDER CONFIRMATION email if we have your email address. Your confirmation email will show you the expected ship date for each item in your order.
• • The email address on the account used to place the order will receive all confirmation emails. Only one (1) email can be used per account.
  • NOTE: DROPSHIP items will NOT be accompanied with shipping/tracking information as these items are shipped directly from a third-party vendor. Examples of drop ship items: furniture, marine specimen. Contact customer service for assistance with tracking your drop shipment.

• Once your order ships (or any part of your order ships), you will receive a SHIP CONFIRMATION email with tracking information, again, if we have your email address. Click the link in the email to track your package(s).
  • When you receive your shipping email confirmation, there is a link in the email in which you can sign up for text message updates on you package movement. You must sign up for this service with each shipment. The delivery driver WILL NOT call you or text you personally to let you know your package is delivered or to discuss/receive other special instructions.

• If you have an item on BACKORDER, your order confirmation will list any items on backorder along with an expected ship date. You will not receive another email update on your backordered item(s) unless the expected ship date changes OR your item(s) ship. Once your backordered item(s) ship, you will receive a ship confirmation email with tracking information.
  • If the expected backorder date on your order confirmation has NOT passed and you still have not received your item, then your item is still on backorder.
  • If the expected backorder has passed and you have not received your item or any communication from us, contact customer service.

• If you have NOT received any email conformations:
  • When placing orders on our website, your order is process automatically and confirmations should be sent relatively quick.
    • If you do not receive an email order confirmation with a few hours:
      • You order may be flagged or on hold – we typically release held orders within 24 hours. Please be patient while we check your order.
      • The email address we have on file may not match your email address.
      • If 24 hours passes (Monday – Friday) after you place your order and you have still not received an order confirmation, contact customer service.
  • If you sent your order in via mail, please be patient as the mail can be slow to arrive.
  • If you sent your order via email or fax, we may not have processed the order yet. We typically process all orders within 24 hours of receipt. If 24 hours has not passed, please allow us time to get to your order.
  • NOTE: DROPSHIP items will NOT be accompanied with shipping/tracking information as these items are shipped directly from a third-party vendor. Examples of drop ship items: furniture, marine specimen.  Contact customer service for tracking updates.

• If you order LIVING material and did not provide a date you would like to receive your living material, you order for the living material will not be fulfilled.
  • Unfortunately, due to the sensitivity of these items and the immediate care needs of these items upon arrival, we cannot ship your perishable material until we received your requested delivery date.
  • If you did not provide us with a date, you will receive an email requesting a date for the living material in question.
  • Please e-mail us at customer_service@carolina.com OR visit our customer support page at https://carolina.formstack.com/forms/cust_svc_material_request to provide a delivery date for your perishable material.
  • Be sure to include your purchase order number in the e-mail OR complete all required information at https://carolina.formstack.com/forms/cust_svc_material_request
  • You can always call us toll free at 1-800-334-5551 if you have any questions.

• You can see that status of your orders by logging into OrdersPlus on www.Carolina.com
  • You must have an account to view orders on OrdersPlus.  
  • How to Access Order & Tracking History via OrdersPlus (carolina.com)