Your Order's
Journey.
A complete guide to how your Mooijane lighting fixture travels from our workshops to your home — and how to follow every step along the way.
Three simple steps to see where your order is.
We use 17track.net as our universal tracking portal because a single tracking number sometimes passes through several carriers on its way to you — ocean freight, customs, last-mile courier. 17track aggregates all of them into one clean timeline.
Visit 17track and paste your tracking number
Open 17track.net — or use the quick tracker at the top of this page. Enter the tracking number from your shipment confirmation email.
View the full shipping timeline
You'll see every scan from origin to destination. Use the language switcher in the upper-right corner to change languages, or click through to the carrier's own tracking page for the full detail.
Not sure, or stuck? Just send us your order number
Email support@mooijane.com with your order number, and we will look up the latest shipping information on your behalf — including container-level GPS for shipments still at sea.
Two paths. Chosen to match your order.
Every Mooijane lighting fixture ships via one of two carefully engineered routes. For most of our United States customers — unless you've paid for an expedited upgrade at checkout — your order will travel by Standard Shipping, our flagship route that balances cost, care, and reliability.
From our workshop, to a port, to you.
Here's what happens after you place your order:
Standard-size — FedEx or UPS
Ceiling lamps, wall sconces, and table lamps that fit within normal courier dimensions are delivered via FedEx or UPS Ground from our California warehouse. You'll receive a tracking number and can simply wait at home for your fixture to arrive.
FedEx and UPS are commercial couriers — they cannot deliver to a PO Box. Please provide a physical residential or business address at checkout. Orders shipped to a PO Box are returned, causing delays and re-shipping fees.
Oversized — Truck Freight (LTL)
For large chandeliers, long linear fixtures, and any piece exceeding standard courier dimensions, we switch to less-than-truckload (LTL) freight. After customs clearance, our California team schedules a local trucking company to deliver directly to you.
Before delivery, please confirm:
- Truck access — your street can accommodate a commercial truck.
- Unloading capacity — someone available at curbside; forklift assistance arrangeable in advance.
- Advance notice — the trucking company will contact you to schedule a delivery window.
If you have access concerns, tell us before your order ships — we'll find an alternative.
Direct from Asia, when time matters.
If you've paid for our Express Shipping upgrade at checkout, your fixture skips the ocean. It leaves our Asia facility within 1–3 business days and arrives at your door via commercial air courier — FedEx, UPS, or DHL, depending on route availability — in 5–10 business days total.
As of the 2025 trade policy change, the United States has eliminated the $800 de minimis exemption that previously allowed shipments under $800 to enter duty-free.
This means:
- Every express shipment to the United States may now incur import duty charges.
- Duties are paid by the recipient upon delivery — we have no ability to pre-pay on your behalf.
- Your courier (FedEx / UPS / DHL) will contact you with the exact duty amount before final delivery and will request payment before releasing your shipment.
- This policy applies regardless of order value and regardless of which express carrier is used.
We recommend budgeting approximately 10–25% of your order value for potential duty, though the exact rate depends on HS code classification and current policy.
For Standard Shipping customers, duties are already included in our shipping arrangement — you will never receive a separate customs bill.
Every carrier, one click away.
If you know which courier is handling your package, track directly via the carrier's own portal for the most detailed information.
The most likely answer: it's still at sea.
If your tracking number returns "No information available" or "Not found," please don't worry. In nearly every case, this simply means your order is still aboard the container ship crossing the Pacific.
Here's why this happens: commercial ocean freight typically does not generate detailed tracking events during the 20–35 day voyage. Tracking only becomes active once the container reaches a US port, begins customs clearance, and is handed off to the last-mile courier.
If it's been more than 40 days since your shipment confirmation and tracking is still empty, please contact us. Using your order number, our support team can:
- Query the GPS coordinates of the vessel carrying your container in real time.
- Provide an estimated arrival date at the US port.
- Share updates on customs clearance progress.
Oversized fixtures get their own wooden crates.
For chandeliers, long linear pendants, and any fixture exceeding standard packaging dimensions, we manufacture custom wooden crates sized specifically to the piece. These are not stock boxes — they are built, piece by piece, around your fixture.
We would rather absorb the additional crating cost than risk your fixture arriving anything less than perfect.
First — don't panic. Every case has a solution.
Shipping damage is rare but not unheard of. If your fixture arrives damaged, missing parts, or with a visible defect, please follow these steps — it will dramatically speed up your resolution.
What to do — within 72 hrs
- Photograph the outer packaging before unpacking — especially any visible damage, crushing, or piercing.
- Unpack carefully and photograph the fixture from multiple angles, with close-ups of any damage.
- Note any missing or broken components using the packing list included in your shipment.
- Email our support team at support@mooijane.com with your order number, photos, and a brief description.
What we'll do — within 24 hrs
A dedicated specialist will review your case and reply with one of three outcomes:
- A full replacement fixture shipped at our cost.
- Replacement parts if only a single component is affected (often faster).
- A full refund if a replacement is not feasible or if you prefer.
We handle every case ourselves — no outside warranty office, no support queue, no return-shipping fees for our error.
A word to designers, hoteliers, and developers.
If you're planning to order Mooijane fixtures in volume — for a hospitality build-out, a multi-unit residential project, or a design showroom — we have a sincere piece of advice:
Start with one sample. Always. Even if you love what you see on our website, even if you've ordered from us before, even if the project timeline is tight.
Here is the honest reason we recommend this:
Purchase one unit of the fixture you're considering. If you decide to proceed with a bulk order within 30 days, we will credit the full sample price against your bulk order. Contact us before placing the bulk order so we can arrange the credit.
Every customer. Every order. Every time.
If something goes wrong with your order — a late delivery, a damaged item, a billing discrepancy — please reach out to us first.
Negotiation is always faster than escalation. We can typically resolve an issue within 24 to 72 hours. A bank chargeback or payment dispute, by contrast, initiates a formal process that takes 4 to 8 weeks — during which neither party can act freely. The outcome is nearly always worse for both sides than a direct conversation would have produced.
We have helped thousands of customers through their shipping journeys — across oceans, customs, last-mile couriers, and the occasional unexpected problem. We will help you, too. You only have to ask.
Have a question about your order?
Whether you need a tracking update, want to report an issue, or simply want to check in on your shipment — we are here. Every email receives a reply within 24 hours, from a real person on our team.