Shipping Policy

Let's walk through what happens to a Isabella® order one stage at a time, starting when you check out and finishing when the parcel reaches your door.

It helps to know roughly where your order is right now. Once you do, look for that stage in the timeline below, where we explain what is going on behind the scenes and whether there is anything you need to do.

  • 1–5 business days for us to prepare and ship it
  • 7–20 business days travelling to a US address
  • 10–25 business days travelling to an address outside the US

Understanding your delivery date

Every estimate you see is built from two pieces. We take the date your order is projected to ship, then add the transit time on top of it. There is nothing more to the formula than that.

Here is what shapes each piece:

  • Your shipping speed sets the transit time. Whichever speed you pick at checkout decides how long the carrier is given.
  • Only business days go into the count. Saturdays and Sundays do not count, unless a weekend delivery option was offered to you at checkout.
  • Holidays are accounted for as part of every estimate.
  • The “order within” countdown tells you how much time you have left to place your order and still receive it by the date displayed next to it. Keep in mind that this date can still shift until your order is finalised.

Following your order from start to finish

  1. Step 1, day 0: checkout

    We receive your order

    As soon as you check out, we send you an order confirmation email. If checkout showed you a delivery date, this email confirms it. Here is the important part: the date printed in that email is the one that counts, even when it differs from an estimate you noticed while you were browsing.

  2. Step 2, days 1–5: packing

    Your parcel gets packed and collected

    Within 1–5 business days of the date you ordered, your parcel is handed over to the carrier, and plenty of orders move faster than that. When your parcel ships, we email a shipping confirmation containing your tracking number to the address you entered at checkout.

    You do not need to do anything during this stage. A quick reminder on terms: a business day is Monday through Friday, so weekends are never counted toward any of the windows on this page.

  3. Step 3, day 5: still no tracking email

    First, look in your junk and spam folders

    Let's say the 5th business day is behind you and no tracking number has shown up. The most likely explanation is that the email was filtered into junk or spam, which happens to shipping confirmations all the time.

    Next, try searching your inbox for “Isabella®”. If the email really is nowhere to be found, write to us at support@tryisabella.com, and we will track it down and send it to you again.

  4. Step 4, day 6: not shipped yet

    Your order has been escalated for you

    If your order still has not shipped by the 6th business day, you can relax a little, because our team has already spotted the delay and escalated it to our fulfilment team. There is no need for you to chase us about it.

    From that point, allow us another 3 business days. Within that time, we will email you an update along with your tracking number.

  5. Step 5, in transit

    Why tracking can go quiet

    During the transit window, which is 7–20 business days in the US or 10–25 business days internationally, it is normal for tracking to stop updating for a while. That pause does not mean something has gone wrong. There are four usual reasons behind it:

    1. Scanning starts late. Many parcels get their first scan only once they reach the regional hub nearest you. During busy peak periods, carriers work through parcels in bulk, which is why this can take longer. Until it happens, the carrier has not formally confirmed that it has received your parcel.
    2. Delivery may be the only scan. Some routes record a single scan, and it happens when the parcel is handed over at your door.
    3. The tracking database falls behind. The record can update later than the parcel actually moves.
    4. Some shipments cannot be tracked. This is especially true of Standard International. Your parcel is still travelling to you, and it will be with you no later than the 20th or 25th business day.

  6. Step 6, past business day 20 (US) or 25 (international)

    Why we ask for five more business days

    If you have passed that window and tracking still shows no change, please allow an additional 5 business days. The reason is simple: a late order almost always reaches you right around, or just past, the 20th or 25th business day.

  7. Step 7, past business day 30 (US) or 35 (international)

    We take over the search

    We never want you to be left worrying about an order. Delays of this length are watched by a dedicated team, and at this stage your order is handed to our fulfilment manager to resolve.

    We ask for your patience while we look into it. Our follow-up will reach you by email within 2–5 business days.

Track your order

A summary of every window

Each figure is counted in business days, starting from the day your parcel ships.
Stage or option US International
Before it ships applies to all orders 1–5 days
Standard delivery 7–20 days 10–25 days
Free shipping 7–25 days
Expedited only if it is offered 7–15 days 10–20 days

Choosing between free and expedited shipping

  • Free shipping. Your order arrives within 7–25 business days. To keep this option free, we process and ship it using the most cost-effective methods available, which is why it can take a little longer to get moving. If your order has not shipped yet, there is no reason for concern, since it will still arrive within that window.
  • Expedited shipping. We offer this only now and then. The reason comes down to price: routing every order this way would make it harder to keep our items as affordable as possible. When it is an option, it appears on the shipping step of checkout. With expedited shipping, delivery takes 7–15 business days in the US and 10–20 business days internationally.

If you still have a question

Send an email to support@tryisabella.com and include your order number. That gives us everything we need to pick things up from there.

Olivia Grant, Customer Care Lead, on behalf of everyone at Isabella®