# Track an order or get order help

Find the right order, check shipment tracking, and send AMS the details needed to help.

Source: https://chooseams.com/help/orders
Reviewed/updated: 2026-10-21

You will: Find your order or shipment and choose the right next step for a problem.

## What you need
- Your order confirmation, if available.
- For shipment tracking, the carrier tracking number or tracking link.
- For a problem, photos and the number of affected items.

## Start with your order confirmation {#find-order}

Find the confirmation email or saved order details. Keep the order number so AMS can find the right job.

For orders linked to your account, sign in with the account used to order and open My Orders. A different account or email may not show the same orders.

- [Open My Orders](/profile/orders)

## Which number does AMS need? {#references}

No order number? Check the confirmation and My Orders first. If you may have paid, send the payment reference through private support and ask AMS to check before paying again.

| Reference | Use it for |
| --- | --- |
| AMS order number | Finding the purchase and asking about its items or production. |
| Payment reference or bank receipt | Checking a payment if the order number is missing. It does not prove an AMS order was created. |
| Carrier tracking number | Following a shipped package. It is not the order number. |
| Support ticket number | Following a question or issue already submitted. |
| Locker number and access code | Collecting the ready package using its instructions. Keep access details private. |

- [Recover a checkout problem](/help/checkout-help)

## Track a shipped package {#tracking}

1. **Find the shipping tracking number** Use the tracking link or number from the shipment message. A carrier tracking number is different from an AMS order number.

2. **Open shipment tracking** Enter the number in Tracking Number, then choose Track My Package. You do not need to enter a payment card.
   ![AMS shipment tracking with a Tracking Number field and Track My Package button.](/images/help/customer-tracking-2026-10-21.webp)
   This screen needs a shipping tracking number. It is different from an AMS order number.

3. **Read the shipment result** A shipping label does not by itself mean a package has been delivered. Check carrier scans and the estimated delivery information shown.

- [Open shipment tracking](/tracking)

## No tracking number or no update? {#no-update}

| Situation | Next step |
| --- | --- |
| No shipping message yet | Check the order details and whether an artwork response is needed. Pickup orders use pickup instructions rather than a shipping number. |
| Order not visible in My Orders | Check the sign-in account and order confirmation. Send AMS the order number or ordering email if you still cannot find it. |
| Tracking number not found | Copy it again from the shipment message. Ask AMS if it still cannot be found. |
| Carrier shows a delay | Keep the shipment number and latest scan. Ask AMS about the order if the status is unclear or the package appears missing. |
| Order screen shows an error | Save the error wording and page. Do not place the same paid order again just to fix a display problem. |

- [Ask AMS for help](/help#submit-request)

## Need to change or cancel a paid order? {#changes}

Submit a cancellation request through a support ticket within 10 minutes of placing the order. Direct AMS cancellations are subject to a 5% admin fee for payment-processing and administration costs. Campaign Stores use their separate refund-fee policy. After 10 minutes, the order begins processing and cannot be canceled.

For a correction, include the order number and the exact file, size, quantity, or address change. AMS must check what is still possible. A request is not confirmation that the change was made. Editing a saved design does not update a paid order.

- [Read cancellation and order-issue rules](/help/order-policies)
- [Ask AMS for help](/help#submit-request)

## Payment failed, pending, or charged twice? {#payment}

1. **Check for an existing confirmation** Look for an order number and check My Orders before starting another purchase.

2. **Keep the error or payment status** A bank notification alone does not explain whether the order was created. Keep the time, order number if shown, and the checkout message.

3. **Ask AMS to check an unclear result** Explain what happened before paying again for the same job. Do not send full card details, security codes, passwords, or bank verification codes.

- [Ask AMS for help](/help#submit-request)
- [For Design Credit purchases, use credit payment recovery](/help/design-credits)

## Check an order when it arrives {#receive}

### Receiving check
- [ ] I matched the package to the order confirmation.
- [ ] I counted transfers or garments, including sizes and colors.
- [ ] I checked the designs and placements before using or distributing them.
- [ ] I kept packaging and took photos if something is wrong.

Keep the confirmation with your job notes. If there is a problem, send the details below.

## Report a missing, damaged, or incorrect item {#report-problem}

Submit damage or order issues within 10 calendar days of the item being marked ready for pickup or delivered on carrier tracking. For pickup, the window starts at the ready notice, not the day you collect it.

Open the help request and enter the order number. Describe what you expected, what arrived, and how many items are affected. Keep the packaging and unused items, and take photos of the full item, the problem, and package label if relevant.

For an application problem, include the product type, garment or surface material, equipment, temperature, time, pressure, and peel method. AMS will review the issue and the applicable resolution. Packages reported lost or stolen after carrier tracking marks them delivered are not eligible for AMS compensation.

| Useful example | Too vague to investigate |
| --- | --- |
| “Two adult medium black shirts are missing from order AMS-EXAMPLE.” | “My order is wrong.” |
| “The front print lifts on the sample; here are the product and press settings.” | “It does not work.” |

- [Read the order policies](/help/order-policies)
- [Ask AMS for help](/help#submit-request)

## Order the same design again {#reorder}

1. **Find the previous order** Keep its order number and identify the exact item or design. A previous proof or receipt helps identify the job but may not be the original artwork.

2. **Find the source or prepared design** Use the original artwork or a saved prepared version you can still access. Check that it is the exact version, size, and background you want.

3. **Check the new order details** Sizes, counts, stock, pricing, delivery, and artwork choices must be checked again for the new job. Do not assume the old total or date still applies.

4. **Ask AMS if the artwork is missing** Send the previous order number and describe the design. AMS must check what can be recovered. Do not rebuild from a tiny receipt image and approve it as the original.

- [Reuse a prepared design](/help/make-print-ready/reuse-a-prepared-design)
- [Ask AMS for help](/help#submit-request)

## A callback or help link did not work {#callback}

Use the support form below if a callback link fails or a scheduled call was missed. Say that you already requested help, include the ticket number if you have one, and describe what is still needed.

For a cancellation or order issue, submit the support ticket within the policy time limit. Waiting for a callback does not extend that limit. A request does not promise an immediate callback or resolution.

- [Ask AMS for help](/help#submit-request)
- [Check the time limits](/help/order-policies)

## Bought from a Campaign Store? {#campaign-shopper}

Use the contact or order-help option in your store or order message. The organizer can help with group details; AMS handles production issues through the store’s support flow.

- [Campaign Store order support](/help/campaign-stores/orders-support)

## What to do next
- https://chooseams.com/help/order-policies
- https://chooseams.com/help/delivery
- https://chooseams.com/help/applying-transfers

## Working with a customer agent
Use this guide as public instructions. Get current prices, stock, order status, and eligibility from authorized live tools. Ask for missing choices. The customer must review the exact artwork/proof and authorize any paid or publishing action. A copied guide does not connect an account or grant access. Do not include passwords, card details, locker codes, or private access links in public requests.