What should I do if my order hasn’t been delivered yet?

If your order has not been delivered within the estimated period, we suggest that you:

- Check the order status in Account Dashboard (should be "Shipped")
- Check that the address indicated for the delivery is correct
- Use the tracking number you received from us (by email) to check with delivery company. In the case of a missed delivery please contact them first.

For further assistance contact us at support@ekwb.com.

Have more questions? Submit a request

76 Comments

  • 4
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    stephen larson

    My order did not arrive within the estimated time frame. I also did not receive notification that the order shipped or a tracking number. I have tried opening a ticket (215284), emailing the support team and reaching out on social medua but have received no follow up or response.

    Am SOL? Should I file a credit dispute? What is going on here?

  • 3
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    Jacek Kruzel

    I'm very dissapointed with your support.

    I have placed two orders  (#200009257 and #200008981) for over 850 euro last week (everything was in stock). During weekend I send a request for product replacement. The one and only response I received after three days contained link to paypall payment. I palced the payment 7 minutes later, and ask when the items will be shipped. Didn't get response untill then. That means that EK support responds literally once a week

    I have managed to order several othger packages from all over EU and all of them either reached me or are on a way.

    It turnes out that having "everything in stock" and sending things with "express delivery" doesn't mean much here... Such a shame...

  • 1
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    Orlando Jimenez

    I placed an order on the 28th and it says it's supposed to be delivered today but my order is still in processing. Is there something wrong that i'm missing?

  • 1
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    Michael Long

    I ordered $80 worth of PETG tubing and had no COD (customs fee). It is based on amount of purchase.

  • 1
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    Jason Nichols

    Don’t order if your total order is over 800 ups doesn’t brokerage clearance does not answer phones nor send to understand that ek’s products are not alloys and are just trying to get you to pay unnecessary additional shipping shipping-duty’s that ek’s products are excluded from. Order domestic until this retard tariff crap is over.

  • 1
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    Jason Nichols

    If your order is over 800$ Ups requires over 280+ $ for customs-broker clearance. I ordered 1200+ worth of stuff n that’s what I was charged. Ek should not allow orders over 800$ n if so automatically split it for their customers sake. Fua ! 280$.

  • 1
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    Jason Nichols

    If your order is over 800$ Ups requires over 280+ $ for customs-broker clearance. I ordered 1200+ worth of stuff n that’s what I was charged. Ek should not allow orders over 800$ n if so automatically split it for their customers sake. Fua ! 280$.

  • 1
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    Christopher Dickinson

    I am experiencing this now and being forced to fill out customs paperwork. No reply from EKWB yet and it was hard to get ahold of a UPS person in the broker clearance department

  • 1
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    Alex Hirdler

    I placed an order back on April 30 (Order #200015016), and it still shows as processing. I put in a support request last week (ticket #214181) to potentially get an update on my order. Can someone look into this?

     

  • 1
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    Cody Ray

    My order has said processing since may first supposed to be delivered today have chanced from processing

  • 1
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    Hang Zhang

    I can't believe that I have to come up here again to get the attraction of the support team. What is going on with my order  #200023860? Please respond before I file the dispute on the credit card. 

  • 1
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    Andrew Vallance

    I've submitted a ticket with no response in a week, waiting on an order I submitted approx. 2 weeks ago. The only updates to the ticket appear to be it was passed from employee to employee. No status updates. No tracking. No information whatsoever. Can anyone please respond? If I'm able to get the order in a reasonable time, please let customers know.

    UPDATE: Forgot to add, my expected delivery date was supposed to be June 8th. Still no support response.

    Edited by Andrew Vallance
  • 1
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    Michael Arndt

    I'm a US Buyer and can not seem to locate my order.  DHL claims to have handed it to USPS but they don't have anything.. just a printed label.  I love how this was to be delivered last week here I am 8 days later, still unable to locate my shipment.

  • 1
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    Petr Schwarzer

    Hi could someone look on the status of my order? 200011855 Its still being processed.

  • 1
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    Michael Long

    I'm a US Buyer how much is this COD fee?

  • 1
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    Daniela Marciani

    hello I live in Italy Rome and this morning I bought the 16mm acrylic tubing and 1000ml of coolant (blue navy). I paid in bitcoin and everything seemed fine but after a couple of hours I still don’t have the tracking number nor a confirmation email. As email I put liviopanella@icloud.com. Is there a way I could change it to liviopanella05@gmail.com? Btw my account name is Daniela Marciani.

  • 1
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    Kyle Barbaro

    Hi could someone look on the status of my order? 200015077

  • 0
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    Luke Webster

    So will #200022371 not be processed on June 30th promised as before? I tried replying to the ticket that I had but the only way to get a reponse is to post in a public forum, whole thing is starting to just seem super shady

  • 0
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    EKWB Shipping (Peter)

    Dear Alex, Joao, Timothy, Zhijie and Alan,

    All your requests/questions have been answered today, so please check your e-mail inboxes for my replies.

    Thank you for your patience and understanding.

    Edited by EKWB Shipping (Peter)
  • 0
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    Tad Kilbury

    Hey, I placed an order (#200018103) on the 16th and it gave an estimated delivery of the 20th but it still shows processing. Can I get an update on the order?

  • 0
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    Bryan Sherwood

    Hey EKWB Shipping Team

    Can someone check my order 200022959? It gave an estimated delivery date of 6/18/2020, but haven't received any updates yet. 

  • 0
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    EKWB Shipping (Peter)

    Dear Christopher, Michael, Hang, Luke & Bryan,
    Thank you for contacting us.

    I have already answered all of your requests, so please check your e-mail inboxes for more information about your order.


    Thank you for your patience and understanding.

  • 0
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    Alex Jensen

    Can someone please look at my open ticket. I have an order that has been in processing for over two weeks. Likely due to one of the radiators being out of stock. I am willing to switch to a swap out the radiator if I am able to get it sooner.

  • 0
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    EKWB Shipping (Eva)

    Dear Luke,

    thank you for contacting us.

     

    I've sent you an update in your request. Should you need any additional assistance, please respond to your request 221874. Thank you for your patience and understanding.

     

    Best regards,

    Eva

  • 0
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    Joseph Katz

    Hi guys I just want an update on my order. I was lied to about the delivery date which is why I had ordered, and yet no update. My order number is 200026049. Please help. 

  • 0
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    nicholas iverson

    I placed 2 tickets regarding clarification on Multiple orders, as well as a mistake in shipping 5 days ago. I have yet to hear a single thing from support. I tried to go as far as Calling the San Antonio Technical support line, but had to leave a voicemail which i never received a callback. My orders were supposed to show up today but i have yet to receive so much as a processing update. 

    Extremely disappointing when you spend upward of $1k for "premium" services just to test the waters before doubling down and are met with this kind of customer care.

    Even with the Crisis we have been dealing with globally, all other businesses i am working with have been vastly more accommodating. Very much a letdown for high hopes.

  • 0
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    Timothy Bailey

    Hi, I'm in the same situation as many here. I made an order weeks ago and it is still processing. Raised a ticket last week asking what was going on and have gotten no reply at all. Don't tell me you will reply to all tickets in 1-2 working days and then give me a week of silence...

    Order 200018008, Ticket 217546

    Can I get an update on what is going on?

  • 0
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    EKWB Shipping (Eva)

    Dear Jaber,

    thank you for contacting us.

     

    My colleague Klemen replied to your request 218648 on Monday, the 22nd of June. Should you need any further assistance, please let him know in your request. Thank you for your patience and understanding.

     

    Best regards,

    Eva

  • 0
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    Kimmo Hyvärinen

    What is the status of my order 200026969? I've also made support ticket 223596 and heard nothing from you. Considering making a Paypal dispute if I don't hear from you soon.

  • 0
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    Karthik Kumarguru

    Same issue as everyone else's. No one is answering tickets or emails. Is there a way to request cancellation and get refunded if the product has not been shipped yet?

    The reason I ask is I'm building something from scratch, and to even put together a functioning build to check those components it's not possible without my items being delivered. My 30 day return window for my other parts is closing soon.

     

    The delivery estimates are waaaaay off and you folks at EK should do something about it, or respond to requests in a timely manner so that the customers don't get into a frenzy!

    Edited by Karthik Kumarguru
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