Centr logo
Centr logo
All articles

I don't have a tracking number. How can I find it?Updated 2 months ago

Quick Answer

Your tracking number is sent in a shipping confirmation email when your order ships (typically 1-2 weeks after ordering). First, check your email inbox and spam folders for messages from UPS, FedEx, "Health In Motion," or freight carriers. If you can't find it, contact us at [email protected] with your order number and we'll provide your tracking information.

Why You Don't Have a Tracking Number Yet

There are several common reasons you might not have received tracking information:

1. Your order hasn't shipped yet (most common)

All physical equipment orders are processed within 1-2 weeks after payment. If you ordered recently, your tracking number simply doesn't exist yet because the order is still being prepared at our warehouse. You'll receive the tracking email automatically once your order ships.

2. The email went to your spam/junk folder

Shipping notifications from carriers like UPS and FedEx are sometimes filtered as spam. Your tracking number may already be waiting in your spam folder.

3. The email was sent to a different address

Tracking is sent to the email address you provided at checkout, which might be different from the email you're checking now.

4. You accidentally deleted the email

Shipping emails can be easy to overlook or delete, especially if you receive many emails daily.

Step-by-Step: Finding Your Tracking Number

Step 1: Check your primary email inbox

Search your inbox for these keywords:

  • "tracking"
  • "shipped"
  • "UPS"
  • "FedEx"
  • "Health In Motion"
  • Your order number (example: "#7464-C")

Look for emails with these subject lines:

  • "UPS Ship Notification, Tracking Number [number]"
  • "FedEx: Your package is being prepared to ship"
  • "Your shipment is out for delivery today"
  • "We've updated your estimated delivery date"
  • "A shipment from order #XXXX-C is on the way"

Step 2: Check your spam/junk folder (IMPORTANT)

This is where shipping emails often end up. Search your spam folder for the same keywords listed above. If you find the shipping email in spam, mark it as "Not Spam" so future shipping notifications arrive in your inbox.

Step 3: Check the email address you used at checkout

Look at your order confirmation email (the one you received immediately after purchasing). What email address is it addressed to? That's where your tracking number was sent. If it's different from your usual email, check that inbox.

Step 4: Look for all senders that might have sent tracking

Tracking emails can come from multiple senders:

  • UPS: [email protected] or similar
  • FedEx: [email protected] or similar
  • Health In Motion: CENTR's fulfillment company name
  • Shopify: If ordered through CENTR's Shopify store
  • Freight carriers: The Custom Companies, Daylight Transport, Estes Express

Understanding the Timeline

It's important to know when you should expect tracking:

Ordered 0-7 days ago: It's still early. Your order is likely being picked and packed at our warehouse. Tracking will be sent when it ships (usually 7-14 days after ordering).

Ordered 7-14 days ago: Your order may have just shipped or will ship very soon. Check your email over the next few days. The tracking email should arrive within this window.

Ordered 14+ days ago: Your tracking should have been sent by now. If you haven't received it, there may be an issue:

  • Your order might be backordered
  • There may be a processing delay
  • The tracking email might be in spam or sent to a different email
  • There may be an issue with your order that requires attention

Contact our support team if it's been more than 2 weeks and you haven't received tracking.

How to Get Tracking From CENTR Support

If you've checked everywhere and still can't find your tracking number, we can look it up for you.

Contact us at [email protected] with this information:

  • Order number: This is critical. It looks like #7464-C and was in your order confirmation email.
  • Email address used when ordering: The email you entered at checkout.
  • Order date: When you placed the order (approximate date is fine).
  • Brief description: "I haven't received my tracking number" or "Can you provide tracking for order #XXXX-C?"

What we'll do:

Our support team will look up your order in our system and:

  • Confirm whether your order has shipped
  • Provide your tracking number and carrier name
  • Resend the tracking email to your current email address
  • Investigate any delays if your order hasn't shipped yet
  • Explain any backorder situations if applicable

Response time: We typically respond within 4-8 business hours during weekdays.

What If My Order Hasn't Shipped Yet?

If you contact us and we confirm your order hasn't shipped yet, here's what that means:

Normal timeline: Physical equipment orders ship within 1-2 weeks after payment. This includes:

  • Payment processing and verification
  • Warehouse picking and packing
  • Quality checks on equipment
  • Shipping label creation
  • Carrier pickup scheduling

Extended timeline scenarios:

  • High-volume periods: During holidays or major promotions, processing may take 2-3 weeks
  • Backorders: If an item is out of stock, we'll notify you of the expected ship date
  • Large equipment: Multi-gyms and heavy equipment may require additional processing time
  • Custom orders: B2B or special orders may have longer lead times

We'll provide a realistic timeframe for when you can expect tracking.

Tracking Number Formats to Recognize

Once you find your tracking email, here's how to identify what carrier is shipping your order:

  • UPS: Starts with "1Z" - 18 characters total (Example: 1ZB8H3100319637994)
  • FedEx: 12-digit number (Example: 395021519248) or 15-digit number (Example: 394370600106)
  • DHL: 10-digit number (rare for CENTR shipments)
  • Freight carriers: Usually 8-10 digits, varies by carrier

Knowing your carrier helps you track on the correct website (UPS.com, FedEx.com, etc.).

Special Case: Freight Shipments

If you ordered large equipment like a Centr Multi-Gym, your tracking information works differently:

Tracking email may show limited updates: Freight tracking doesn't update as frequently as standard shipping. You might see "Label Created" or "Picked Up" for several days without changes.

The carrier will call you: Instead of relying solely on tracking, the freight carrier (The Custom Companies, Estes Express, or Daylight Transport) will contact you directly by phone to schedule a delivery appointment.

Phone number is critical: Make sure you provided a valid phone number when ordering. If the carrier can't reach you, your shipment may be held in their facility, resulting in storage fees at your expense.

Transit time: Freight shipments typically take 5-10 business days after leaving our warehouse.

Preventing This Issue in the Future

To make sure you receive tracking for future orders:

  • Whitelist these senders: Add UPS, FedEx, and [email protected] to your email contacts to prevent spam filtering
  • Double-check your email at checkout: Verify the email address is correct before completing your order
  • Check spam regularly: Look in spam folders the week after ordering and 1-2 weeks after ordering
  • Save your order number: Keep your order confirmation email (#XXXX-C) in a safe place for easy reference

Common Questions

Q: Can I get tracking without my order number?

A: It's very difficult. The order number is how we locate your order in our system. Check your order confirmation email (sent immediately after purchase) for your order number.

Q: Will tracking work immediately after I receive the email?

A: Not always. Sometimes the shipping label is created before the carrier actually picks up the package. If tracking shows "Label Created" or "Order Processed," wait 24-48 hours for the carrier to scan the package and begin transit.

Q: I have multiple emails. Which one did you send tracking to?

A: We send tracking to the email address you entered at checkout. Check your order confirmation email - the "To:" address is where tracking was sent.

Q: Can you resend the tracking email?

A: Yes! Contact us with your order number and we'll resend the tracking information to any email address you specify.

Still Need Help?

If you've followed all these steps and still can't find your tracking number, or if you have questions about your order status, we're here to help.

Email us at [email protected] with:

  • Your order number (#XXXX-C)
  • The email address you used when ordering
  • When you placed the order
  • What you've already tried (checked spam, checked all inboxes, etc.)

We'll look up your order and get you the tracking information you need, or investigate any issues preventing shipment.

Was this article helpful?
Yes
No