Where's my order?

My order hasn't arrived

Fruugo retailers are responsible for packing and shipping your orders. Once the retailer confirms to us that your order has been processed and shipped, you will immediately be sent a shipping confirmation e-mail. 

Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact Fruugo customer care within a reasonable amount of time and we will investigate it with the retailer.

What happens if I entered an incorrect or incomplete address during checkout?

Entering a complete and accurate address is crucial to prompt delivery. Incomplete or incorrect addresses may cause days or weeks of delay as the package will most likely be returned to sender.

We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.

You may still get your order depending on which part(s) you have left out or mis-typed in the address, as your local delivery courier may be able to make out the full address based on what you have provided them with. 

In the event that the delivery address you inputted is still a valid address (albeit not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.

In the event that the delivery address is invalid, the parcel will typically be returned to the retailer. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or you would like a full refund for the cost of the goods.

Some retailers may not be happy to re-dispatch your order in which case you would be refunded for the cost of the goods, and if you still want to purchase the item(s) you would need to place a new order (stock permitting).

Tracking your order

If your order has been sent with a trackable service, this email will contain a tracking reference number and the courier name to enable you to follow your parcel. If this email does not contain a tracking reference then your order has been sent via a standard service and will not be trackable.

In both cases, please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact Fruugo customer care.

If you are a registered user, you can also check your order status at My profile → My orders.

Part of my order is missing

If you have only ordered from one retailer, it is likely your order will arrive in one package, so if you are missing goods in this case, please contact Fruugo customer care.

If you have ordered from multiple retailers, your order will arrive in separate packages as each retailer will ship their part of the order individually. Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14 business days after shipment for an international delivery to arrive. After this time if you haven’t received your order, please contact Fruugo customer care.

To establish which retailers your order is coming from, please check your order acknowledgement email.