Return to Help Index
ORDER STATUS
Has my order shipped?
 
Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status. Orders normally ship within 1 to 3 business days (Monday through Friday). The order cutoff time each business day is 2PM central time. Orders that are received after 2PM will be counted with the following day's business. Orders that provide incorrect/inaccurate shipping information may be delayed and/or incur additional charges. iBurn reserves the right to cancel an order when the address cannot be verified or the amount paid for shipping is incorrect.


How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

My order never arrived.
 
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. Please be aware that a replacement shipment CANNOT be sent until the shipping company confirms the order has been lost, and the associated insurance claim has been paid. In most cases the shipment will end up being delivered much later than expected. We understand this is inconvenient, but please remember that we are not the shipping company. You can contact customer service at the shipping company from the links below:


An item is missing from my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is damaged.
 
Please contact customer service for assistance. Be aware that a damage claim must be submitted to the shipper before any action can be taken. Additional information and photographs of the damaged items are generally required to file a claim. In some cases the recipient will be required to file the claim. Replacement products can be shipped when the claim has been finalized. The claim process can take up to 30 days to complete.

When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.