Order tracking
Track Your Order
Once your order has been dispatched, we email you a tracking number. Enter it below to see where your parcel is right now — live status straight from the carrier, updated through every step of the delivery journey.
Haven't received a tracking number yet?
- Orders are processed within 1–3 business days after payment is confirmed (Monday to Friday, excluding public holidays in China).
- Your tracking number is emailed the moment the parcel leaves our warehouse.
- Tracking can take 2–5 days to show its first movement after dispatch — this is normal while the parcel travels to the first sorting centre.
- If more than 5 business days have passed since your order confirmation and you still have no tracking number, email us and we will check it for you.
Where to find your tracking number
- In your shipping confirmation email from KENROLL (subject line: “Your KENROLL order is on its way”)
- Under Orders in your KENROLL account
- Or email us with your order number and we will send it to you again
What the tracking statuses mean
| Status | What it means |
|---|---|
| Pending / Label created | We have registered your parcel; the carrier has not scanned it yet. |
| Picked up / Departed | The carrier has your parcel and it is moving. |
| In transit | On its way. It may pass through several sorting centres before arriving in your country. |
| Customs clearance | Customs in the destination country is inspecting the parcel. This usually takes 1–5 days and is outside our control. |
| Out for delivery | Handed to your local courier — arriving today or the next working day. |
| Delivered | The carrier has marked the parcel as delivered. |
| Exception / Delivery failed | A delivery attempt failed or the parcel is being held. Read the carrier note, then contact us if it is not resolved in 2 days. |
| Returned to sender | The parcel is coming back to us — usually an incorrect address or an uncollected parcel. Contact us and we will arrange a reshipment. |
Still can't find your parcel?
- Tracking hasn't moved for more than 7 days — email us and we will investigate with the carrier.
- Marked delivered but nothing arrived — please check with neighbours, your building reception or your local post office first, then contact us within 7 days.
- Wrong address on the order — once a parcel has been dispatched we cannot redirect it, but we can arrange a reshipment if it is returned to us.
Contact us
Shenzhen Jinshi Youyuan Technology Co., Ltd. (brand: KENROLL)
Room 501, Fashion Design Building, No. 11 Pingpu Road, Zhangshubu Community, Longgang District, Shenzhen, Guangdong, China
Email: 31buy2026@gmail.com | Phone: +86 138 2358 2108
Monday – Friday, 9:00 AM – 6:00 PM (GMT+8). We reply to every message within one business day.