Important information – Delivery and order tracking

During this high activity period related to the end of year holidays, our carriers may experience logistical slowdowns as well as temporary IT issues. These incidents may affect the display of your order status in your customer account without impacting the actual delivery.

Why is my order status not updating

The status displayed in your customer account may remain as “In preparation” even though:

• your order has already left our warehouse
• or it is already being delivered or has been delivered

These discrepancies are caused by synchronization issues between our systems and those of the carriers, which are more frequent during the Christmas period.

Where to find accurate tracking information

A few days after placing your order, you will receive a shipment tracking link by email.

This tracking link is the most reliable source of information:

• it shows the real time progress of your delivery
• it is updated directly by the carrier
• it takes priority over the status displayed in your customer account

We therefore recommend that you always refer to the tracking link to check the actual status of your delivery.

My order is marked as in preparation but I have already received it

This situation can occur. In some cases, the delivery is completed but the order status has not yet been updated in your customer account.

There is no need to worry as this does not affect your order or your warranty.

When should I contact customer service

We kindly ask you to contact our customer service only in the following cases:

• your tracking link is inactive or inaccessible
• there has been no update on the tracking for several days
• you have concerns after checking the tracking link

This allows us to handle your request more quickly and efficiently.

Our commitment

The entire ScrapCooking® team is doing everything possible to ship your orders as quickly as possible despite the exceptional holiday period. Thank you for your understanding and patience during this busy time.