How do I track my order?
There are two easy ways to check your order's status.
Option 1: Ask us in the website chat
The quickest way to check your order is through the chat on our website.
Log in to your Scrumbles account using the account icon on our website.
Open the chat widget.
Type "Where's my order?" and enter your order name starting with #SC
Our AI support agent should be able to look up your order using your account details and provide the latest available tracking information.
Option 2: Check your dispatch confirmation email
Once your order has been dispatched from our warehouse, you'll receive a dispatch confirmation email containing your tracking details.
Find your Scrumbles dispatch confirmation email, the subject line should contain your order name, so search for that in your emails.
Click the tracking link to visit your delivery carrier's tracking page.
Check the latest updates and estimated delivery date.
Your carrier may also send delivery updates by text message.
Top tip: We'd recommend downloading your carrier's app! This usually provides the most up-to-date tracking information and the widest range of delivery management options.
My order hasn't been dispatched yet
If you've received an order confirmation but haven't had a dispatch email, your order may still be getting ready to leave our warehouse.
You can check its status at any time by logging into your account and asking "Where's my order?" in our website chat.
Your tracking information will become available once your parcel has been dispatched. Remember to check your spam or junk folder in case your dispatch email has ended up there.
Can I change my delivery date or location?
Depending on your carrier, you may be able to rearrange your delivery, select a safe place or redirect your parcel to a collection point.
You can usually find these options through your carrier's tracking page or app.
Unfortunately, once an order has been dispatched, we're unable to make delivery changes on your behalf.
My tracking hasn't updated. What should I do?
Sometimes tracking information takes a little while to update, particularly when a parcel is first handed over to the carrier.
We'd recommend checking again later, as tracking updates depend on when the carrier scans your parcel. If your tracking hasn't updated for an extended period or your parcel is overdue, please get in touch so we can investigate.
My tracking says delivered, but I haven't received my parcel
Oh no! If your parcel is marked as delivered but you can't find it, we'd recommend:
Checking any designated safe places around your property.
Asking other members of your household or neighbours if they've accepted it.
Checking the carrier's tracking page for delivery photographs or additional information. They may provide a map of delivery location, and GPS co-ordinates too.
If you still can't locate your parcel, please contact us and we'll help investigate with the carrier.
Need a helping paw?
For a quick order update, log in to your Scrumbles account and type "Where's my order?" into our website chat.
If your order is delayed, missing or you need further assistance, email us at [email protected] or ask to "speak to human" in the chat.
Our Customer Support team is available Monday to Friday, 9am–5pm.