Shipping policy
Shipping Policy, Explained
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.
Why the confirmation email matters most: it is the one place your confirmed delivery date is written down. If any other estimate you come across says something different, rely on the date in that email.
Following your order from start to finish
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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.
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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.
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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.
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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.
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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:
- 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.
- Delivery may be the only scan. Some routes record a single scan, and it happens when the parcel is handed over at your door.
- The tracking database falls behind. The record can update later than the parcel actually moves.
- 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.
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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.
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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.
A separate rule worth knowing: when 30 days from purchase have gone by, your order still has not arrived, and tracking does not show it as delivered, you qualify for a free replacement. Our refund policy explains how this works.
A summary of every window
| 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
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®