Shipping & Tracking
How your order travels β and how to follow it.
Two routes β Sea Freight Standard (free for US) or Air Courier Express (paid upgrade) β both with a transparent timeline you follow live on 17track. One number, one continuous map, real humans on standby.
25β45
Daysstandard sea freight
5β10
Daysexpress air courier
40+
Marketsshipped to worldwide
24h
Replyevery day of the week
Already Have a Number?
Open the universal tracker.
Open 17track.net β one landing page pulling scans from FedEx, UPS, DHL, USPS, and 3,000+ carriers worldwide into a single timeline.
Track My OrderFree over $50Free standard shipping on orders above USD $50
Fully insuredAll parcels covered against loss + transit damage
How to Track
Three quick steps to see where your fixture is.
Tracking runs through 17track β a universal lookup that consolidates carrier scans worldwide into one timeline. FedEx, UPS, USPS, DHL all surface together. Three glances and you're done.
01
Open the tracker
Visit our tracking page.
Paste the tracking number from your shipping confirmation email. The lookup runs across every supported carrier automatically β no need to know which one. Numbers arrive in your inbox within 24 hours of dispatch.
02
Read the timeline
Follow it end to end.
Pickup, sort, transit hops, customs, last-mile β every scan timestamped. International parcels show updates from origin to your local courier, including the carrier handover point.
03
Anything unclear, write
A real human reads it.
Email support@mooiehome.com with your order number. A named team member replies within 24 hours, every day β no chatbot, no third-party vendor.
Two Routes Out the Door
Two paths. Picked to fit your order.
Every Mooiehome fixture ships via one of two carefully engineered routes. For most U.S. customers β unless an expedited upgrade was paid for at checkout β your order travels by Standard Shipping, our flagship route that balances cost, care, and reliability.
Default Β· Free for US Orders
Standard Shipping
Sea Freight Β· 25β45 days
Your fixture travels in a dedicated Mooiehome container from our Asia workshop to a port in California, clears US Customs, and is delivered to your door by FedEx, UPS, or freight truck.
Paid Upgrade
Express Shipping
Air Courier Β· 5β10 days
Your fixture ships directly from our Asia facility via commercial air courier β FedEx, UPS, or DHL β straight to your address, bypassing ocean freight entirely.
From Warehouse to Front Door
From our workshop, to a port, to you.
Standard orders cross the Pacific in a dedicated Mooiehome container β most of the 25β45 day window happens at sea. Below is what's happening at each stage, with email updates at every major handoff.
01
Built & QC-checked at the workshop
Day 1β7Built or pulled from inventory in our overseas studios in Shenzhen and Hong Kong. Each piece is inspected for finish, function, and packaging integrity, then crated for the journey ahead β most travel inside a dedicated Mooiehome sea container.
02
Loaded onto the vessel
Day 7β10The container is sealed at the workshop, hauled by truck to a major Asia port (Shenzhen or Hong Kong), and loaded onto a Pacific-bound cargo vessel. Made-to-order pieces add 3β4 working days at the previous stage.
Standard itemsFixed-size cartons with foam saddles, weighed and labeled in batches before container loading.
Oversized fixturesCustom wooden crates with internal cleats, banded with steel strap β see crate section below.
03
Crossing the Pacific
Day 10β30The vessel sails from Asia to a major US port β typically the Port of Los Angeles or Long Beach. Pacific transit takes 14β20 days at sea. Tracking shows minimal scans β the parcel is on a ship, not a delivery truck. This is the most common reason tracking goes quiet for weeks.
Standard routeSea freight across the Pacific β 14β20 days at sea, with limited carrier scans en route.
Express routeAir courier direct from Asia via FedEx, UPS, or DHL β door-to-door in 5β10 days, bypassing sea freight entirely.
Other marketsOutside the US, commercial freight forwarding β rail to Europe, ocean freight to Oceania.
Why tracking goes quiet. Cargo vessels do not scan parcels mid-crossing. Expect a 2β3 week stretch with minimal updates while the container is at sea β this is normal, not a sign of a lost shipment.
04
US Customs & last-mile to you
Day 30β45On arrival at the California port, the container clears US Customs (3β7 days), is unloaded, and your fixture is handed to FedEx, UPS, or a freight truck carrier for the final leg. Tracking resumes once the parcel enters the last-mile network. Inspect the carton before unboxing; photograph from several angles if damage is visible.
Customs & duties. For Standard Shipping to the US: all duties and taxes are included in the price at checkout β nothing extra on delivery. For Express Shipping and any international destination, import duties, taxes, and VAT are customer-paid β collected by the carrier on delivery.
Track With Any Carrier
Every carrier, one click away.
If your tracking number is in the shipping email, the universal tracker resolves it across every supported carrier. To check a carrier's own portal, the list below is pre-linked.
17track
Universal β pulls scans from 3,000+ carriers worldwide
Track FedEx
U.S. domestic + international Express Priority
Track UPS
U.S. Ground + Canada cross-border
Track USPS
Last-mile postal handover for small & light items
Track DHL Express
Primary Express partner β Europe, UK, Australia, rest of world
Track Canada Post
Canadian last-mile postal delivery
Track Royal Mail
United Kingdom postal last-mile
Track Australia Post
Australia domestic last-mile
Track Truck Freight
US last-mile for oversized fixtures from California port
Track Can't Find Your Tracking
The most likely answer: it's still at sea.
If your tracking number returns "No information available" or "Not found," please don't worry. In nearly every case, this simply means your order is still aboard the container ship crossing the Pacific.
Here's why this happens: commercial ocean freight typically does not generate detailed tracking events during the 20β35 day voyage. Tracking only becomes active once the container reaches a US port, begins customs clearance, and is handed off to the last-mile courier (FedEx, UPS, or freight truck).
+ What to do
If it's been more than 40 days since your shipment confirmation and tracking is still empty, please contact us. Using your order number, our support team can:
Query the GPS coordinates of the vessel carrying your container in real time.
Provide an estimated arrival date at the US port.
Share updates on customs clearance progress.
Reach Us
We'll find your package.
Our Crating Promise
Oversized fixtures get their own wooden crates.
For chandeliers, long linear pendants, and any fixture exceeding standard packaging dimensions, we manufacture custom wooden crates sized specifically to the piece. These are not stock boxes β they are built, piece by piece, around your fixture.
Each crate is engineered to:
Absorb container handling impact during multiple stages of loading, ocean transit, and unloading.
Control internal humidity to protect metal finishes and delicate components during ocean travel.
Accept forklift handling at every touchpoint β ports, customs, warehouses, and final delivery.
Protect finishes and surfaces with internal padding sized to the fixture.
We would rather absorb the additional crating cost than risk your fixture arriving anything less than perfect.
If Something Arrives Damaged
First β don't panic. Every case has a solution.
Shipping damage is rare but not unheard of. If your fixture arrives damaged, missing parts, or with a visible defect, please follow these steps β it will dramatically speed up your resolution.
AWhat to do β within 72 hours of delivery
01.Photograph the outer packaging before unpacking β especially any visible damage, crushing, or piercing.
02.Unpack carefully and photograph the fixture from multiple angles, with close-ups of any damage or defect.
03.Note any missing or broken components using the packing list included in your shipment.
04.Email our support team at support@mooiehome.com with your order number, the photographs above, and a brief description.
BWhat we'll do β within 24 hours of your email
A dedicated specialist will review your case and reply with one of three outcomes, depending on what best resolves your situation:
A full replacement fixture shipped at our cost.
Replacement parts if only a single component is affected (often faster than a full replacement).
A full refund if a replacement is not feasible or if you prefer.
We handle every case ourselves. You will not be redirected to an outside warranty office, put into a support queue, or asked to pay return shipping for our error.
For Trade Buyers
A note for designers, hoteliers, and developers.
Multiple fixtures on a phased install? Coordinate logistics with our trade desk before placing the order β we can stage shipments to align with install dates rather than shipping all at once.
Phased delivery β fixtures stored at our warehouse, released by trigger date.
Project paperwork β full HS classification, country-of-origin, COI letters.
Site contact β install lead can sign on behalf of the trade account.
Every Customer Β· Every Order
What we promise every time.
Four commitments that hold across every order size β from a $200 wall sconce to a 200-room rollout. The baseline, not a perk.
Active tracking
Tracking number in your inbox within 24 hours of dispatch.
Proactive updates
Automatic emails at every checkpoint β pickup, sort, customs, last-mile. No need to refresh.
1-year warranty
Every fixture covered for one year against electrical or structural defects. 60-day easy returns.
Insurance baked in
Every parcel insured against loss, damage, theft. We replace first, process the carrier claim ourselves.
A note on weather and force majeure: extreme weather, regional carrier strikes, customs backlogs, and other things outside our control may extend windows above. We'll let you know and adjust expectations β the four promises never change.
Need a Hand
Have a question about your order?
Skip the chatbot. Email us with your order number, or call our New York office directly β a real human reads every message and replies within 24 hours.
Address
159 W. 25th Street, 5th Floor
New York, NY 10001, USA
New York, NY 10001, USA
By appointment for trade visits