Skip to main content

Shipping and delivery expectations

Updated May 22, 2026

Set the right expectations for production, shipping, and delivery across all order types

Supporters want to know when their order will arrive, and you want fewer "where's my order?" messages. Here's what to tell them about production timelines, tracking, and what to do when something goes wrong.

Production times for on-demand products​

On-demand (Print-on-Demand, or POD) products are made after a supporter places an order. Production takes 3 to 5 business days before the item ships. Transit time is added on top of that, so the total delivery window depends on the shipping destination.

For example, a typical US domestic order follows this timeline:

  • Production: 3 to 5 business days
  • Domestic transit: 3 to 7 business days
  • Total estimated delivery: 6 to 12 business days from order date

International orders take longer because of customs processing and longer transit routes. Expect 2 to 4 weeks for international delivery after production.

note

Production times may increase during high-volume periods like holidays or large product drops. Build in an extra buffer when promoting launch dates to your community.

How tracking and dual-carrier shipping works​

Fourthwall uses a dual-carrier system for many shipments. The package starts with a primary carrier like DHL or UPS, then hands off to a local carrier like USPS for last-mile delivery. This means:

  • The tracking number your supporter receives may only reflect the first carrier (DHL or UPS).
  • Once the package transfers to USPS for final delivery, the original tracking number may stop updating.
  • A new USPS tracking number is not always provided, which can make it look like the package is stuck.

If a supporter reports that tracking says "Label Created" and has not updated for several days, the package is likely in transit between carriers. Advise them to wait a few more days before contacting support.

tip

Let your supporters know upfront that tracking may not update during the carrier handoff. A quick note on your shop's FAQ page or a post-purchase message can reduce confusion and support requests.

What "Placed" status means and why orders may appear stuck​

When an order shows Placed status, it means Fourthwall received the order and sent it to the production facility. The status changes to In Production once the facility confirms receipt, and then to Shipped once a tracking number is generated.

If an order stays in Placed status for more than 5 business days:

  1. Check Orders in your dashboard to confirm the order details are correct.
  2. Look for any flags or notes on the order that might indicate an issue (payment hold, address verification).
  3. If nothing looks wrong, contact support@fourthwall.com with the order number so the team can investigate with the production facility.

Preorder and Minimum Order Quantity (MOQ) shipping​

Preorders and MOQ products have longer timelines because they are produced in batches, not on demand. Set a shipping window on your product page so supporters know when to expect delivery before they buy.

Here's how to set expectations:

  • Display the shipping window clearly on the product listing. Go to Products, edit the product, and set the estimated shipping date range.
  • Communicate proactively if production delays push the window back. A quick update post or email keeps supporters informed and reduces cancellation requests.
caution

Important: If you do not set a shipping window for preorder products, supporters may expect standard delivery times and contact support when their order does not arrive within 1 to 2 weeks.

Import duties and international taxes​

For most international orders, import duties and customs fees are the supporter's responsibility. When a package arrives in the destination country, the local customs authority may charge the supporter a fee before releasing the package. The amount varies by country and product type, and Fourthwall cannot predict the exact figure.

The automatic duty notice at checkout​

Fourthwall shows a duty notice in the Shipment section of checkout for any cross-border cart. Supporters see this exact wording:

This shipment is dispatched from: [country]. You're responsible for paying any customs duties or import taxes.

A few things to know about this notice:

  • It only appears on cross-border carts, where the ship-from country differs from the ship-to country. Domestic orders do not see this notice.
  • The notice is automatic. There is no creator-facing setting to edit, hide, or disable it.
  • It only covers messaging. Supporters still pay duties to the carrier or customs agency on delivery, not to Fourthwall at checkout.

When duties are pre-collected (DDP)​

Some shipping routes use Delivered Duty Paid (DDP), where duties and taxes are collected at checkout and remitted to customs on the supporter's behalf. When this applies:

  • The checkout summary shows a Sales tax & duties line item alongside the order total.
  • The order status page and supporter receipts show Taxes/VAT & duties to reflect what was already paid.
  • The supporter should not receive a separate duty bill on delivery for the items covered by that line.

What to tell international supporters​

The automatic notice covers the basics, but a note on your shop's FAQ or shipping policy page reinforces the message and reduces support questions. Cover these points:

  • Import duties vary by country and product type. Fourthwall cannot predict the exact amount.
  • For most routes, the supporter pays duties directly to their country's customs agency or delivery carrier.
  • For DDP routes, duties are collected at checkout and appear on the order as a Sales tax & duties line.
  • Some countries have duty-free thresholds for low-value shipments, but this is not guaranteed.

Lost or missing packages​

Packages occasionally go missing during transit. Before filing a replacement request, allow enough time for delivery:

  • Domestic (US): Wait at least 2 weeks from the ship date before considering a package lost.
  • International: Wait at least 3 weeks from the ship date.

If the package has not arrived after these timeframes:

  1. Ask the supporter to check with neighbors and building management.
  2. Verify the shipping address on the order in your Orders dashboard.
  3. Contact support@fourthwall.com with the order number. The team will investigate and arrange a replacement or refund if the package is confirmed lost.
note

Dual-carrier handoffs can sometimes cause temporary "lost" appearances in tracking. If tracking stopped updating but the wait threshold has not passed, the package may still be in transit.

What to tell your supporters about shipping​

One of the most common questions creators get is "When will my order arrive?" Proactive communication reduces support messages and builds trust with your community. Here are ready-to-use templates you can adapt for your shop.

Product page or shop FAQ copy​

Add a shipping information section to your product pages or your shop's FAQ page. Cover the three things supporters care about most: how long it takes, how tracking works, and what international buyers should know.

Sample copy:

Shipping info

All orders are made to order and take 3 to 5 business days to produce. After production, domestic (US) shipping takes 3 to 7 business days. International shipping takes 2 to 4 weeks after production due to customs processing.

Tracking: You'll receive a tracking link by email once your order ships. Tracking may pause for a few days during carrier handoffs, so don't worry if it seems stuck. Your package is still on the way.

International orders: Import duties and customs fees may apply when your package arrives. These fees are set by your country's customs authority and are not included in the order total.

Social media or community post copy​

Before a product launch or during busy seasons, a short post sets expectations and prevents a flood of "Where's my order?" messages.

Sample post:

Heads up! All orders are made fresh after you place them, so please allow 1 to 2 weeks for delivery (a bit longer for international orders). You'll get a tracking email once your order ships. If tracking seems stuck for a day or two, that's normal since the package is switching carriers. Thanks for your patience!

Key points to cover in any shipping communication​

No matter where you share shipping details, make sure to cover these three points:

  • Total delivery time = production + transit. Supporters often expect 2-day shipping. Remind them that on-demand products are made after purchase, so 1 to 2 weeks is normal for domestic orders.
  • Tracking gaps during carrier handoffs are expected. Fourthwall uses a dual-carrier system, and tracking can pause when the package moves from one carrier to another. This does not mean the package is lost.
  • International supporters may owe customs fees. Fourthwall does not collect import duties at checkout. Fees depend on the destination country and are paid by the supporter on delivery.
tip

Post a shipping reminder right after a big product drop. Supporters are most likely to ask about delivery during the first week after launch.

Frequently Asked Questions​

My supporter's tracking says "Label Created" for 10 days. What should I do?​

A "Label Created" status means the shipping label was generated, but the carrier has not scanned the package into their network yet. With dual-carrier shipping, this can happen during the handoff between DHL/UPS and USPS. Wait a few more days. If tracking does not update after 2 weeks (domestic) or 3 weeks (international), contact support@fourthwall.com with the order number.

A supporter's order has been "Placed" for a week. Is something wrong?​

Not necessarily. On-demand products take 3 to 5 business days for production before they ship. If the order has been in Placed status for more than 5 business days, check for any flags on the order in your dashboard. If everything looks normal, reach out to support@fourthwall.com for the team to follow up with the production facility.

Can supporters track their order themselves?​

Yes. Supporters receive a shipping confirmation email with a tracking link once the order ships. They can also check order status through your shop if order tracking is enabled. Keep in mind that tracking may not update during dual-carrier handoffs.

Who pays for import duties on international orders?​

In most cases the supporter pays import duties on delivery, and the amount depends on the destination country's customs policies. On routes that use Delivered Duty Paid (DDP), duties are collected at checkout and shown as a Sales tax & duties line on the order. Either way, Fourthwall displays an automatic duty notice at checkout for cross-border carts.

What should I tell supporters who ask about international shipping times?​

Let them know that international orders take 2 to 4 weeks after production due to customs processing and longer transit routes. Mention that import duties may apply on arrival, and that tracking may not update during the carrier handoff. Adding this information to your shop's FAQ page prevents repeat questions.

If you have any questions, do not hesitate to contact us at support@fourthwall.com.

Was this helpful?