Customer Service

Order Status Glossary

Understanding the Status of Your Order

The status of your order is available in your Order History almost immediately after you place an order. It is automatically updated each time your order advances through the process. If items within your order ship separately, your Order History information will be displayed for each item. The following list of status messages will inform you of your order status.

Standard Status Messages
Submitted and processingYour order has been submitted and the information you entered during checkout is being processed.
Product(s) located in stockThe products that you selected and submitted within your order during checkout are available and have been located in our warehouse.
Shipped on: 00/00/0000The products have shipped from our warehouse and are on their way to the designated shipping destination.
BackorderedOne or more products in your order are currently unavailable for shipment. You will be notified via email when the product(s) become available and ship from our warehouse.
Return received on: 00/00/0000Returned products are being processed. If you returned a product to our warehouse, this status informs you that we have received the product.
Credit issued on: 00/00/0000After your returned product is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned product within 30 days of our receiving it at the warehouse.
Additional Status Messages
Temporarily Suspended: Please call 1-877-463-1549Your order is suspended and is awaiting verification from you. This is potentially due to missing or invalid order or payment information. If you receive this status message, please call Christmas Tree Shops Customer Care immediately for assistance.
Cancelled on mm/dd/yyyy due to missing or invalid order informationAn error has occurred during the order authorization process. Your order was suspended, as we attempted to contact you, and finally canceled. Cancelled orders cannot be reprocessed and must be submitted again on our website.
Cancelled on mm/dd/yyyy due to missing or invalid payment informationDue to missing or invalid payment information, your order was cancelled. Cancelled orders cannot be reprocessed and must be submitted again on our website.

How is order status different from tracking information?

  • The status of your order is supplied by It represents the progress of your order between the time it is placed and the time it ships from our warehouse.
  • Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*.
  • The tracking information is accessible from your Order History on our website when it becomes available.

*Tracking information may not be available for up to 48 hours after a product is shipped from our warehouse.

Can't find the information you need? Contact Christmas Tree Shops Customer Care, available every day 6am-11 pm Central Time at 1-877-463-1549. Or, click here for our email help form.