Tracking Your Order

Find out exactly where your Vwaza merch order is, and what each status really means.

Two ways to track

You can check on an order in either of two ways. Both show the same information.

From your account

Sign in to store.vwaza.com and open Account > Orders. You will see every order you have placed, with its current status and a link to the full timeline.

Public tracking page

If you bought as a guest or you do not want to sign in, the order confirmation email includes a link to a public tracking page. The link contains your order number and the email used at checkout, so only someone with the email can see the order details.

Order statuses

What each status means

  • PENDING_PAYMENT. The order is created but the payment has not yet been confirmed by the provider. Usually this clears within a minute or two.
  • PAID. The payment is confirmed and your money is in escrow. The seller has been notified to ship.
  • PROCESSING. The seller has acknowledged the order and is preparing it.
  • SHIPPED. The seller has handed the parcel to the courier. A tracking number and carrier should be visible on the order page. The 14-day dispute window starts.
  • DELIVERED. The courier reports the parcel as delivered. Your 10 business day return window starts here.
  • CANCELLED. The order was cancelled before it shipped. Any payment is fully refunded automatically.
  • REFUNDED. A return was approved and the funds have been sent back to your original payment method.

What if it is stuck?

Common situations

  • Stuck on PENDING_PAYMENT for more than 30 minutes: contact your mobile money provider or check your card statement. The order auto-cancels if no payment arrives.
  • Stuck on PAID for more than 5 business days: the seller has not yet shipped. Use the order page to message them.
  • Stuck on SHIPPED but no movement on the tracking link: courier delays are common, especially for international shipping. Wait at least 7 days, then contact support.
  • Refund taking longer than expected: card refunds can take 5-10 business days to appear on your statement. Mobile money refunds are usually instant.

Need a hand?

Contact Vwaza Support with your order number and we will help you sort it.