Tracking services
Enter your order number to track its status.
Your order number was sent to you by email when you placed your order.
Look for the order confirmation email from TrueTrace in your inbox. Check your spam folder if you don't see it.
Your order number starts with OT- followed by the date and a unique code (e.g. OT-20260318-A1B2C3).
Paste the order number in the search box above and click Track to see your order status in real time.
Here's what each status means for your order.
We've received your order and are waiting for payment confirmation. If you paid by credit card, this usually takes a few seconds.
Your payment has been confirmed. Our team will begin preparing your order for shipment shortly.
Your order is being packed and prepared for shipping. You'll receive a tracking number once it ships.
Your package is on its way! Use the carrier tracking number provided in your email to follow the delivery.
Your package has been delivered. If you didn't receive it, please contact us for assistance.
We ship across Canada with reliable carriers to ensure your tracker arrives safely.
All orders ship free across Canada. Standard delivery takes 3-7 business days depending on your location.
Every tracker is carefully packaged in protective materials to ensure it arrives in perfect condition.
All shipments are insured. If your package is lost or damaged during transit, we'll send a replacement at no cost.
Standard shipping across Canada takes 3-7 business days. Most orders in major cities arrive within 3-4 business days. Remote areas may take up to 7 business days.
Check your spam or junk folder first. If you still can't find it, log in to your TrueTrace account to view your orders, or contact our support team with your name and email address.
Orders typically move to "Processing" within 1 business day of payment. If your status hasn't updated in more than 2 business days, please contact us and we'll investigate.
You can request a cancellation or modification as long as your order hasn't been shipped yet. Contact us as soon as possible and we'll do our best to accommodate your request.
First, check with neighbours or your building's front desk. Carriers sometimes leave packages in a safe spot. If you still can't locate it, contact us within 48 hours and we'll open an investigation with the carrier.
Our Canadian support team is here to help you with any questions about your order, shipping, or product setup.