Customer Service: Order Status Glossary

Order Status Glossary

Understanding the Status of Your Order

After you place an order, its status is available in Order Status/Tracking and is automatically updated each time it moves a step further in the process. Please note: It may take up to an hour for order information to update on shop.timberland.com in Order Status/Tracking. The following list of status messages and their meanings will help you understand your order status.

Standard Status Messages

Submitted and processing Your order has been submitted and the information you entered during checkout is being processed.
New Orders with this status are able to be cancelled for a limited amount of time.
Cancellation Pending Your cancel request has been submitted, but not yet finalized.
Cancelled Your order has been cancelled at your request.
Item(s) located in stock The items that you selected and submitted with 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 shipping destination indicated by you during checkout.
Credit issued on: 00/00/0000 After your returned item is processed and your original order information is located, your credit is issued. You can expect to receive credit for a returned item within 30 days of when we receive it at the warehouse.

Additional Status Messages

Temporarily Suspended: Please call 888-802-9947 If you receive this status message it does not mean your order has been cancelled. Potentially due to missing or invalid order or payment information, your order is suspended awaiting verification from you. If you receive this status message, please call the phone number you see immediately for assistance.
Unable to Process Your Cancel Request Your cancel request has been denied. The order will continue to ship to its destination.
Cancelled on 00/00/0000 due to missing or invalid order information If an error occurs during the order authorization process it first goes into suspension while we attempt to reach you for verification, and then it is cancelled. Once an order is cancelled it cannot be processed and must be placed again on our website in order to proceed.
Cancelled on 00/00/0000 due to missing or invalid payment information Due to missing or invalid payment information, your order was cancelled. Once an order is cancelled it cannot be processed and must be placed again on our website in order to proceed.

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