What each status actually means

Free shipping on every order. Here is the whole journey in real days, so nothing on your tracking page is a surprise.

  1. 1

    Order confirmed

    Within minutes

    Payment cleared and your order is in the queue. Your confirmation email has your order number in it — that number is what goes in the box above.

  2. 2

    Packing your order

    1–3 business days

    Every unit is picked, checked and packed before it leaves. There is no tracking number during this stage — it does not exist yet.

    This is the stage people write to us about most. If your order is a day or two old and the box above shows nothing shipped, it is here, and it is on time.

  3. 3

    Shipped — tracking number sent

    Day 1–3

    The moment it leaves, you get an email with your tracking number and a link straight back to this page.

    A brand-new tracking number can read “not found” for up to 48 hours. That means the label exists and the first scan has not happened yet. It does not mean the package is lost.

  4. 4

    In transit

    7–12 business days

    Tracking updates when your package is scanned at a checkpoint, not continuously. Gaps of 3–5 days between scans are normal, and the longest gap is usually the handover to your local carrier.

    A quiet tracking page during this stage means your package is between two scan points. It does not mean it has stopped moving.

  5. 5

    Out for delivery, then delivered

    Last 24–48 hours

    Your local carrier takes the final leg. You get one email when it is out for delivery and one when it is marked delivered.

    Ordered more than one? They may travel in separate packages with separate tracking numbers. Every package is tracked.

Read this before you email us

Seven answers that cover almost everything. If yours is not here, the card at the bottom tells you exactly what to send.

My tracking number does not work yet

Give it 48 hours. A tracking number is created when the shipping label is printed, and it stays empty until the package gets its first physical scan.

“No information available” on day one is the thing people worry about most, and it clears itself almost every time.

Tracking has not updated in several days

Normal, and here is why: tracking is a series of scans, not a live map. Between two scan points there is nothing to report, so the page sits still.

The two longest silences are the border crossing and the handover to your local carrier. Either can run 3–5 days with no new line.

If nothing at all has changed for 10 days, that is worth a look. Email us and we will chase it.

It says delivered but I do not have it

Before anything else, check these four places — this is where it is found the vast majority of the time:

  • Your mailbox, including the parcel locker if your building has one
  • Behind or beside the front door, and any porch or side gate
  • With a neighbour, a front desk, or a building manager
  • Anyone else at your address who might have brought it in

Still nothing after 24 hours? Email us with your order number. Carriers sometimes scan “delivered” a day early, and it turns up the next morning.

I ordered more than one and only one arrived

That is expected. Multiple units can ship in separate packages, and separate packages travel at their own pace.

Each one gets its own tracking number, and every number is emailed to you. Nothing is missing — the rest is simply a few days behind.

I need to change my delivery address

Email us the moment you notice, with your order number and the correct address.

If your order has not shipped yet we can change it. Once a label is printed the address is locked, and once it is in transit we cannot redirect it — your local carrier may still be able to hold it for pickup.

It has been longer than 12 business days

Then it is late, and that is on us to sort out. Email us with your order number and we will reply within 24 hours with where it actually is.

If a package is genuinely lost we resend or refund — your choice. You will not be asked to wait indefinitely, and you will not have to argue for it.

I want to cancel, or send it back when it arrives

Not shipped yet? Email us and we will cancel it and refund you in full.

Already shipped? You have a full 30 days from delivery. Use it every night if you want — used is completely fine, that is what a trial is. Email support@sereway.com with your order number and we will send return instructions within 24 hours. Your refund goes back to your original payment method within 5–7 business days of the return arriving.

No restocking fee. No cross-examination.

Still need a person?

Email support@sereway.com and you will hear back within 24 hours. To get a real answer on the first reply instead of the third, include:

  • Your order number (it starts with # and is in your confirmation email)
  • The email address you used at checkout
  • What the tracking page currently says, if it says anything

That is everything we need to look it up. No phone tree, no ticket number, no bot.

One thing to know before it arrives

When your NuroNeck lands, lightly dampen the back of your neck before the first session and sweep long hair up off the panel.

The pulses travel through moisture. On dry skin you will feel almost nothing and the panel will seem dead — it is the single most common reason a working unit feels like it is not. Then start on level 1 and work up.