HELP!! received tracking number, but can't track?!

[#1]

Hi,

I have a question about tracking my order. I placed it 11 days ago, the next day received my tracking information. However, when I go to "my account", "oders" and click on the tracking number, the page leads me nowehere. I'm in Canada and am not sure why this is happening.

Also, on my invoice, there was no cost for duty, which I don't understand either, if it has already shipped.

Thanks for any help you can give!

[#2]

Hi Evonmichlle - 

That is the tracking number for your shipment to our border facility.  You will be receiving another tracking number once your order processed at the border facility, for Canada Post.  Sorry for the confusion!!

xo, Mia

[#3]

Hi Mia,

I'm from Canada as well and am having similiar issues with my tracking order ( #780008316). When I go through Sephora it says that the link is broken so I went onto the UPS website and it says that it's been delievered to "BORDERFREE MI, US" I am I to assume that this is the border facility that you are speaking of?

Thank you!

[#4]

@Ealexa Yes!  Once your order processes and ships from there, you will receive another email with the Canada Post tracking information.

[#5]

Perfect! Thank you! I assume it'll be 3-5 days before I recieve the tracking number for canada post?

[#6]

@Aalexa- The Borderfree processing times can vary and you will receive your Canada Post tracking number very soon. Thank you for your patience!

[#7]

Hi! Could you help me know the status of my shippement too (#),  please ? I got the same issue : the windows on "my account' is a broken link, nor the shipping # does'nt workson the UPS website. Last email i received said the parcel was shipped... almost one month ago.

[#8]

@Mariefc - The tracking number for your order is the shipment to our Border Facility.  You will receive another tracking number for Canada Post once the order clears customs.  Sorry for the confusion!

[#9]

Thanks !

But why is it so long?
It makes more than a month now and I still have no news...

[#10]

@Mariefc - Orders shouldn't take more than a month to reach you!  Please send me a private message with your order number and I would be happy to research it for you.  For immediate assistance, please give us a call at 1-877-SEPHORA and one of our Beauty Advisors can take a look at your order also.  Thanks!!

[#11]

Hi Mia,

I'm in the same boat as everyone else. I placed an order on Black Friday and got a shipping notification on November 24. I looked up the tracking number given on the Sephora website and the UPS site says that it was delivered & signed on November 27 to Borderfree. Would you be able to check the status of my order for me? The order # is 2010542941

Thanks

[#12]

Hi kassiesiddall, 

I see that a new tracking number has been generated with Canada Post.  I will send you a private message with more info

xo, Mia

[#13]

Hi Mia - 

Same issue as everyone. I'm in Canada, and see that my order has been delivered to Borderfree, Taylor, MI. Tracking #780008353

I guess this is your border facility? My question is, if this is such a consistent issue with Canadian customers, why doesn't Sehpora change their shipping procedures to avoid this confusion? I order from many other American retailers and have never encountered this issue before.

Can you provide me with an estimated delivery window now that my order has reached your border facility? 

Thank you!

Courtney

[#14]

---

couth wrote:

Hi Mia - 

Same issue as everyone. I'm in Canada, and see that my order has been delivered to Borderfree, Taylor, MI. Tracking #780008353

I guess this is your border facility? My question is, if this is such a consistent issue with Canadian customers, why doesn't Sehpora change their shipping procedures to avoid this confusion? I order from many other American retailers and have never encountered this issue before.

Can you provide me with an estimated delivery window now that my order has reached your border facility? 

Thank you!

Courtney

---

Sorry about that Courtney! All orders going to Canada are normally bundled together in one big shipment to our Border Facility in Michigan. Your order was delivered to our Border Facility today, 12-3-12 and should be shipped out shortly with Canada Post to your destination. I hope this helps! 

[#15]

@Milla0701 I see your order is with Canada Post and is scheduled to be delivered 11/15.

[#16]

Thanks Mia for the help

I just recieved the email today that it was shipped! yay!!

so the website says that canadian shipping is 6-12 businness days (mon-fri) 

is this correct?

[#17]

You will receive a tracking number as soon as your order is processed and ready for shipment. I have 2 orders that I am currently waiting on and I received the tracking numbers for both for UPS. Although I have the tracking number and I put it into the UPS website to track it says that no information is available yet and that is only because the package hasnt been shipped yet. Once the package actually leaves the facility and starts travelling, then you will see the change with the tracking number and it will show you where your package is at. I hope this helps you. When I was new to ordering online from Sephora I freaked out because of this same reason, I had a tracking number but it kept telling me there was no information for it. But again, once it actually left the facility, everything updated and all was fine. =)

*MissJess87*

[#18]

Hi Evaangel,

Sorry for the confusion!  Orders are shipped out from our distribution center within 1-2 days of placing your order.  Once your order has been processed and cleared for customs at the facility, you will then receive your shipment confirmation and tracking number via email.  I will be sending you a private message shortly & I can help you track your order.  Thanks!

xo, Mia

[#19]

same thing happen to me can you tell me my packge status? i ordered on nov29, shipped on 30th, order havnt arrived yet

[#20]

---

jessica0026 wrote:

same thing happen to me can you tell me my packge status? i ordered on nov29, shipped on 30th, order havnt arrived yet

---

Hi Jessica0026 The tracking shows it should be delivered today.  I'll send you a message with the tracking number