Order Tracking

Last updated: November 12, 2026

1. Using the tracking form

The form at the top of this page checks your order in our system. It needs two things, typed exactly as they appear in your confirmation email:

1. Order ID: the number after the # in your order confirmation, for example 2041. Type the digits only.
2. Billing email: the email address you entered at checkout. If the captain paid for the squad, it is the captain’s email, not the player’s.

Press Track and the page shows the order status, the items, and any notes we have added, such as a shipping update. If you get “Sorry, the order could not be found”, check for a typo in either field, or try the other email address you might have used.

If you created an account when you ordered, you can also log in to My Account and open Orders to see every order you have placed with us, which is handy when you reorder for a new sign-up next season.

2. Finding your order number

Your order number is in three places:

• The order confirmation email, sent the moment you check out. Search your inbox for “Floodlit” or “order”.
• The thank-you page you saw after paying.
• Your account’s order history, if you created an account.

Cannot find any of them? Email us from the address you think you used, with your name and the date you ordered, and we will look it up.

3. What each status means

The form shows the status in our store system. Once the parcel is with the carrier, the carrier’s tracking adds more detail. Here is what each step means for you.

4. How long each stage takes

Business days are Monday to Friday, excluding public holidays. A Friday-night order placed after a league game starts its preparation the following business day.

5. Squad orders and split parcels

A squad order of eight shirts, shorts and a keeper top is one order with one order number. Large orders may travel in more than one parcel; if that happens, the shipping email says so and each parcel has its own tracking details where the carrier provides them. Do not worry if three shirts arrive a day before the rest. If anything is still missing once every parcel shows delivered, email us with the order number and the names or numbers on the missing items.

If several players ordered separately, each one has their own order number and their own tracking. The captain cannot track a player’s order without that player’s order number and email.

6. If your parcel is late

Transit is 7-14 business days, and international parcels can sit at a border for a few days without a scan. Here is the order to check things in:

1. Count business days, not calendar days, from the date in your shipping email, not from the date you ordered.
2. Check the carrier tracking for a note about an address problem, a failed attempt or a customs hold.
3. Check around the address: neighbours, a mailroom, a parcel locker, the back door.
4. Email us with your order number if the parcel is past the 7-14 business day range or the tracking has stopped moving. We will look into it with the carrier and with you, and help you get the order to you.

We cannot speed up a parcel once it is with the carrier, but we can tell you what we see and what the next step is. If your first fixture is close, put the date in the subject line.

7. If tracking says delivered but you have nothing

• Wait until the end of the next business day; carriers sometimes scan before the drop.
• Check with anyone else at the address and anywhere a parcel could be left.
• Confirm the shipping address in your confirmation email.
• Email us with the order number and what you have checked. We will open it with the carrier and keep you posted in the same thread.

8. Wrong address or a typo in the address

Spot it within 24 hours of ordering and we can usually correct it before the order ships; see Cancel or Change an Order. Once a parcel is with the carrier, changes depend on the carrier. Email us straight away with the order number and the correct address, and we will tell you what is possible.

If a parcel comes back to us because of an address problem, we email you to arrange the next step.

9. Customs and duties for Canada, Australia and New Zealand

Parcels to Canada, Australia and New Zealand cross a border, and the destination country decides whether any duties or taxes apply. That depends on the order value and local rules, so we cannot quote one figure. If a carrier asks you for a payment on delivery and you are unsure about it, email us with your order number before you pay and we will help with what we know. Our Shipping & Delivery page has the country notes.

10. When it arrives: a quick check

1. Count the items against your confirmation email.
2. Check each name and number against what was typed at checkout, which also appears in the confirmation email.
3. Check sizes against the list you collected from the squad.
4. If something is wrong, take a photo of the whole item and the problem before washing or wearing it, and email us with the order number.

Returns are open for 60 days with a free return label; see the Returns & Exchanges Policy. Refunds go back within 7 days of the return reaching us; see the Refund Policy. Photos you send us are deleted 30 days after delivery.

11. A worked example: order to first fixture

Say your Tuesday 9:10 PM league starts on a Tuesday four weeks from now, and you collect the last size on a Wednesday night.

1. Wednesday night: you place the squad order. Status: Processing. You have until Thursday night to email any change.
2. Thursday to the following Monday: preparation, 1-3 business days. The weekend does not count.
3. Shipping email arrives: status changes to Shipped or Completed and the tracking details start working, sometimes a day after the email.
4. Next 7-14 business days: in transit. A US address usually sees steady scans; a Canadian, Australian or New Zealand address may show a pause at the border.
5. Delivered: you check names, numbers and sizes the same day, so any problem is reported before kick-off night.

In this example the slow end of the range still lands before the first game. With two weeks or less to go, it may not, which is why we say order as soon as sizes are final.

12. Tracking questions captains ask

• Can each player get their own tracking? Tracking is sent to the email on the order. If you ordered for the squad, forward the shipping email to the group chat.
• The tracking link says “label created” for days. The label can be made before the carrier’s first scan. If nothing changes after a few business days, email us.
• Can I pick it up instead? No. Every order is delivered by the carrier to the address you gave at checkout; our business address is not a pickup point.
• Can I add a shirt to an order that has shipped? Place a new order for the extra shirt. It ships free on its own, with its own tracking.

13. Watch out for fake delivery messages

Shipping on every Floodlit order is free, so a text or email asking you to pay a small “redelivery” or “shipping” fee to release a Floodlit parcel is not from us. Do not click the link or enter card details. Check the status with the form at the top of this page instead, and forward anything suspicious to support@floodlit.shop so we can confirm whether it is genuine. Real duty requests come from the carrier for Canada, Australia or New Zealand deliveries only, and we will help you check one if you are unsure.

14. Tracking emails and your privacy

We send order emails to the address used at checkout: a confirmation when you order, a note when it ships, and replies to anything you write to us. We use your address and email only to make and deliver your order and to answer you; the Privacy Policy explains the details. We never ask for card details or passwords by email, and tracking messages from us never ask you to pay a shipping fee, because shipping is free.

15. Still need help?

Email support@floodlit.shop with your order number in the subject line, or open a support ticket and choose “Where is my order”. We reply within 24 hours on business days. For other questions, the Help Center and FAQs have the quick answers.