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Tracking, Order, or Delivery Issues

Updated today

When managing gifts through the Joy registry, users often encounter questions about missing confirmations, tracking numbers, or unreceived items. Joy provides solutions to address these issues effectively.

Missing or Unreceived Gifts

Physical Gift Purchased Through an External Retailer

If an item on your Joy registry was purchased through an external retailer, Joy does not have access to the order or tracking details. Here’s how to resolve the issue:

  • Check if the guest who purchased the gift attached an order number to the registry. If not, send your guest a reminder email to add the order number.

  • If your guest included the order number, and you'd like more information on the tracking status. You will need to reach out to their customer support team.

Cash Gift Purchased Through Venmo, CashApp, PayPal

If a guest contributes to your Joy cash fund via Venmo, CashApp, or PayPal, Joy does not have access to the transaction or account details. Here’s how to resolve the issue:

  • Send your guest a reminder email to complete the transaction

  • Contact your guest directly

  • Change the payment method on your Cash Fund to Credit Card to ensure all payments go through

Reserved but Not Purchased Items

Items marked as "reserved" on Joy are from external retailers. Joy is not associated directly with these transactions and can provide limited support. This issue might occur due to purchaser confusion or stock unavailability at the retailer.

  • Send a reminder to the guest to complete the purchase

  • Check the product URL's to ensure stock is available

  • Ensure the guest completes the purchase and updates order details.

Tracking and Shipping Issues

How to Track Your Order

If a gift’s tracking details don’t appear in your Track tab:

  • External Retailers: Guests will need to manually input tracking information for their gift status. If no tracking number was provided, send them a reminder email to add the information.

  • Joy Fulfilled: Once an item is shipped, Joy will automatically update the gift status in your Track Tab. If you have any issues accessing the tracking information, please contact our Support Team.

Joy provides tracking numbers upon shipment for items fulfilled via Joy directly. External purchases require users to manually input tracking details in the registry.

Why Shipping Delays Occur

A variety of factors may contribute to shipping delays:

  • Weather delays

  • Shipping carrier errors

  • Lost in transit

What to Do If Your Order Is Delayed or Missing

If there are delays in receiving your order, please contact our support team for further assistance.


Still have some questions?

Ask us directly! Click on the black and white chat bubble in the bottom-right corner of this page to ask us your questions, or you can email us at support@withjoy.com. You’ll get a friendly response from someone on our team! 🙂


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