Orders
Track your order
Find your tracking details, see where your shipment is, or ask us and we will look it up for you.
Look up your order
Enter your order number and the email you used at checkout, or your tracking number, to see where your shipment is right now.
- Order confirmation
- Emailed when you order
- Shipping update
- Emailed with your tracking
- Parcel orders
- Carrier tracking link
- Freight orders
- Carrier and PRO number
Where to find your tracking
You will get a confirmation email when your order is placed, and a shipping email with your tracking details once it leaves the warehouse. Open that email and follow the tracking link.
- Parcel items (accessories, covers, controllers) include a tracking number and a link to the carrier.
- Freight items (fireplaces, fire tables, grills, saunas) include the carrier name and a PRO number.
- Check your spam or promotions folder if you cannot find the email.
Tracking a freight shipment
Enter your PRO number on the carrier’s tracking page to see where the shipment is and to schedule or change your delivery appointment directly. The carrier will also call you to arrange a delivery window, so keep the phone number you gave at checkout available.
- Freight shipments take 7–21 business days, and built-to-order units are quoted individually.
- Delivery is curbside, and someone over 18 needs to be there to sign.
Not seeing a tracking number yet?
Tracking is added once your order leaves the warehouse, usually within one to two business days after you order. Built-to-order units can take longer, and we will tell you the expected date by email. If it has been longer than that, send us your order number and we will look it up right away.
Shipping with R&L Carriers?
If your shipping email lists R&L Carriers, you can also enter your PRO number on their tracking page.
Can’t find your tracking?
Send us your order number and the email you used at checkout, and we will send you the tracking details.
support@backhomehq.com · Mon–Fri, 8am–6pm EST