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Order Status Glossary

Understanding the Status of Your Order

The status of your order is available in your Order History almost immediately after you place an order. It is automatically updated each time your order advances through the process. If items within your order ship separately, your Order History information will be displayed for each item. The following list of status messages will inform you of your order status.

How is order status different from tracking information?

The status of your order is supplied by www.ems.com. It represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from your Order History on our website when it becomes available.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.


Standard Status Messages
Submitted and processing Your order has been submitted and the information you entered during checkout is being processed.
Item(s) located in stock The items that you selected and submitted within your order during checkout are available and have been located in our warehouse.
Shipped on: 00/00/0000 The items have shipped from our warehouse and are on their way to the designated shipping destination.
Backordered One or more items in your order is currently unavailable for shipment. You will be notified via e-mail when the item(s) become available and ship from our warehouse.
Return received on: 00/00/0000 Returned items are being processed. If you returned an item to our warehouse, this status informs you that we have received the item.
Credit issued on: 00/00/0000 After your returned item is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned item within 30 days of our receiving it at the warehouse.

Additional Status Messages
Temporarily Suspended: Please call 888-463-6367 Your order is suspended and is awaiting verification from you. This is potentially due to missing or invalid order or payment information. If you receive this status message, please call Customer Service immediately for assistance.
Item(s) on hold until release date: 00/00/0000 Specific items are available for early purchase on our website prior to the manufacturer's release. Within 24 hours of the release date, you will be notified via e-mail that it has shipped from our warehouse.
Cancelled on 00/00/0000 due to missing or invalid order information An error has occurred during the order authorization process. Your order was suspended, as we attempted to contact you, and finally canceled. Cancelled orders cannot be reprocessed and must be submitted again on our website.
Cancelled on 00/00/0000 due to missing or invalid payment information Due to missing or invalid payment information, your order was cancelled. Cancelled orders cannot be reprocessed and must be submitted again on our website.

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