You can check the order status in your personal account in the Orders section.
If your order is being delivered by a courier service, you can track it by the tracking number on the order page. You can find the tracking number in your personal account in the My orders section.
If the delivery date has passed, but you haven’t received the order yet, contact us via chat.
Breakdown of order statuses #
The order status shows the status of the last package delivered.
Example
One package in the order has the Awaiting receipt status, and the second one has the Handed over for delivery status. In this case, the overall status of the order is Handed over for delivery.
Statuses before shipping #
- Awaiting payment: the order has been placed, but not paid.
- Created: the order has been placed.
- Assembly: the order is being assembled and packaged.
Statuses after shipping #
- Handed over for delivery: the order is assembled and handed over for delivery.
- On the way: the order is being transported to the pick-up point or warehouse, where the Ozon courier will pick it up.
- With the courier: the courier has picked up the order.
- Awaiting receipt: the order is ready to be received.
- Delivered: the courier has delivered your order.
- Received: you’ve received the order at the pick-up point.
- Canceled: you’ve canceled the order, haven’t received it, or returned it.
The order status changes to Canceled only if you cancel the delivery of all packages in the order.
If the order status has changed to “Received”, but you haven’t received the order, contact us via chat within 7 days after the status change. If you do it later, we won’t be able to help you.
The order was split into several shipments #
Shipments in the order may be delivered separately for several reasons:
-
The order contains products from different warehouses.
-
The order contains both Ozon and partner products. The partner can deliver the products independently from their warehouse.
On the product page in the Seller block, you can see who sells the product: Ozon or our partner.
Order delivery date #
You can view the delivery period in your personal account on the order page.
There is no way to get the exact date and time of delivery beforehand. When the order is ready for delivery or the courier picks it up, you’ll receive a notification via the app, chat, and email. The courier will contact you before the delivery.
Why order delivery is rescheduled #
Ozon may reschedule the delivery when:
- the courier doesn’t manage to come on time;
- the supplier doesn’t manage to hand over the products on time.
We are working hard to ensure that rescheduling happens less often.
If the delivery is rescheduled, we’ll notify you via push notifications, chat, and email. You’ll see the new delivery date on the order page.
If the delivery date has passed, but you haven’t received the order or information about it, contact us via chat.
Reasons for order cancellation #
The order is canceled if the products are out of stock.
Learn more about the reasons for order cancellation
I wasn’t notified that the order has arrived at the pick-up point #
When your order arrives at the pick-up point, we notify you:
- in the Notification center of your personal account;
- via email;
- via push notifications, if you have the Ozon app installed.
You can also check the order status in your personal account in the Orders section.
The order wasn’t delivered within the delivery period #
If the products weren’t delivered on time, contact us via chat. The operator will schedule a new convenient delivery date.
If you have questions, contact us via chat.