When you place an order with Soracom directly, it typically takes 1-2 business days to process, and your payment method will be charged once we begin processing your order.
You can check the status of your order at any time from the Orders page in the User Console. As your order is processed, its status will be updated to reflect this. You can find the possible statuses below.
| Status | Description |
| Processing | We have received your order. You may still cancel your order during this stage. If you need to update the shipping information provided during checkout, please get in touch with our support team immediately. |
| Kitting |
Your payment method has been charged, and our team is preparing your order for shipping. Your order can no longer be cancelled at this and the following stages. If your order contains SIMs, you can begin configuring initial settings such as Group, Speed Class and Tags. See Customizing Initial Settings for further details. |
| Shipped |
Your order has been dispatched and is in transit. Shipping information can no longer be updated at this and the following stages. An email containing the tracking information has been sent to the Primary Email Address on your Soracom account. If your order includes SIMs, after receiving your order, you can click Register next to your order to register associated SIMs to your account. If you do not click Register, SIM registration will occur automatically 14 days after the shipping date. |
| Received |
Your order has been received and registered to your Soracom account. You clicked Register next to your order on the User Console Orders page, or 14 days have passed since the shipping date, and they have been automatically registered. If your order contains SIMs, you can click List Subscribers to view or download a list of SIMs included in the order. If SIM Initial Settings were configured, the settings have been applied to the SIMs in your order. |
If you wish to return the delivered product or exchange it due to an initial defect, please refer to the Returns and Refunds section of our Online Store Policies page.