Finding past orders and what each status means

Where your orders live

Orders are tied to your Nilo account, so start by signing in. Then choose Account in the header and Your orders, or go straight to /me/orders. The links in our order emails lead to the same pages; if you aren't signed in yet, you'll be asked to sign in first and then taken to the order.

The orders page shows one row per order with:

• the order number, the same one used in our emails and in payment messages;
• the date the order was placed (US Eastern time) and how many items it has;
• a payment status pill;
• the order total.

Choose any row to open that order's page.

Reading an order page

The top of the page shows the order number and three pills: the order status, the payment status and the shipping status. Below them you'll find:

Time to pay

Shown while payment is still needed: the amount due, the deadline, and a wallet address for each accepted network, each with its own copy button.

What you ordered

Every product with its quantity, price per box and line total, then the subtotal, any discount, shipping and the total.

Shipping to

The US address the parcel goes to.

Tracking

The carrier and tracking number once the parcel is on its way, with a Track parcel link when the carrier provides one.

What each status means

Order status

Pending payment

The order is placed and waiting for your payment.

Confirmed

Your payment has been confirmed and the order is in the queue to ship.

Processing

We're getting the order ready.

Completed

The order is done.

Canceled

The order was closed. Orders that stay unpaid for 72 hours are cancelled automatically.

Payment status

Payment: unpaid

No payment has been recorded against the order yet.

Payment: pending

A payment is in progress but hasn't been confirmed yet.

Payment: partially paid

Part of the amount has arrived, but not all of it. Email us with your order number and the transaction hash.

Payment: paid

The full amount is confirmed. This is the point at which an order can ship.

Payment: refunded or partially refunded

Money has gone back to you, in full or in part.

Payment: failed or voided

The payment didn't complete or was called off, usually together with the order.

Shipping status

Unfulfilled

Nothing has shipped yet. Orders ship after payment is confirmed.

Partial

Part of the order has shipped.

Fulfilled

Everything has shipped; tracking appears on the page.

Returned or Canceled

The parcel came back to us, or the shipment was called off along with the order.

Paying an order that's still open

When an order shows Pending payment, its page has everything you need. Send the exact amount shown in USDT or USDC, or the same value in BTC, on the network named next to the address you pick, before the deadline. Crypto payments can't be reversed, so check the network and address twice. Then email the transaction hash with your order number; the email link on the order page fills in the subject line for you.

More detail lives on our payment help page.

Reordering from a past order

Every order page has a Save as a list to reorder button. It copies the order's products and quantities into a new lab list named "Reorder" plus the order number, so next time you're two taps from a full cart. The repeat-order guide walks through the rest.

If something looks wrong

• Can't see an order? Make sure you're signed in with the email address you used at checkout.
• Arrived damaged or with the wrong items? Email us within 7 days of delivery with the order number and a few photos. Opened boxes can't be returned.
• Anything else: contact us with your order number, or read returns and shipping help.