1. Tracking shows “Delivered” but I didn’t receive the package

Step 1: Check the shipping address

Please first check whether the shipping address in your order confirmation is complete and correct.

Step 2: Look around and check with neighbors

Please look around the delivery area (front door, porch, mailbox, garage, etc.), and kindly ask your neighbors or building management if someone signed for the package on your behalf.

Step 3: Kindly wait 1–2 business days

Sometimes the carrier may mark the package as “Delivered” slightly earlier than the actual final delivery. We kindly suggest waiting 1–2 business days to see if the package arrives.

If you still cannot locate the package after completing the steps above：

please contact our customer support team as soon as possible. We will promptly initiate an investigation with the carrier and assist you with the next steps.

2. Tracking shows “Exception”, “Address Issue” or “Undeliverable”

Step 1: Please check and confirm your shipping address

Please first check whether the shipping address provided in your order is complete and correct, including the street name, house/building number, apartment/unit number, etc.
Kindly also provide us with your confirmed detailed address and a reachable phone number.

Step 2: You may directly contact the carrier for faster delivery

You may also directly contact the carrier to provide them with your complete residential address and request a redelivery or delivery acceleration.
This is often the fastest way to resolve address-related delivery issues.

Step 3: We will assist you in parallel

At the same time, our support team will also follow up with the carrier on your behalf once we receive your updated address information.

3. No tracking update for more than 3–5 days

If there has been no tracking update for more than 3–5 consecutive days, please feel free to contact our customer support team.

Please don’t worry — we will promptly follow up with the carrier, investigate the reason for the delay, and provide you with an effective solution as soon as possible.

4. Multiple shipments

Because our products (such as standing desks, executive desks, and storage cabinets) are large and heavy, and due to the size and weight limits of shipping carriers, one single order must often be shipped in multiple packages and arrive in different deliveries to ensure safe transportation and reduce the risk of damage. Rest assured, when parcels are on their way and you will receive updates for each shipment. We truly appreciate your patience and understanding.

The exact number of packages will be provided to you in the shipping confirmation emails. Please be sure to count and check the package when it arrives.

Package Details:

• Vernal standing desks: Ships in 2 packages.
• L shaped standing desk: Ships in 3 packages.
• Executive standing desks: Ships in 5 packages.
• Vernal Side Cabinet: Ships in 1-3 packages.
• Other items: Usually 1 package.

5. What should I do if I receive some packages but not all of them?

Please don’t worry. As long as the remaining packages are still in transit, they will continue to be delivered separately.

We kindly suggest monitoring the individual tracking numbers for each package.

If any package shows no tracking update for more than 3–5 business days, please contact us and we will promptly investigate with the carrier.

6. Order status definition

Pending Shipment
Your order has been placed successfully. A confirmation email including the estimated shipping date will then be sent to you. Our warehouse team is preparing your item(s) for dispatch.

Shipped
Your order has already been prepared (packed & labeled) by our warehouse team, and it will be picked up by the carrier within the next 1 to 2 working days. We will provide you with the tracking number(s) via the email you used at purchase.

Intransit
Your order has been handed over to the carrier and is in transit to your shipping address.

Out for Delivery
Your order is currently out for delivery and is on its way to your shipping address. You can expect to receive your package(s) today. When any of your package(s) are in the “out for delivery” status, we will send you an Out for delivery notification email.

Delivered
Your order has been successfully delivered to your shipping address. A delivery confirmation email will then be sent to you on your receipt of the package(s). Under any circumstances that you receive the delivery confirmation email without the package(s), please contact us via service-uk@vernalspace.com for clarification.

7. Shipping & Delivery date

Estimated shipping date
It is the estimated date that your order will be shipped out of our warehouse, and is determined by the availability of stock and changed in real time based on product options selected in your order. You will receive a confirmation email including the estimated shipping date once your order is confirmed by Vernal. In case you don't see any email, please check your spam or trash folders as your email service may automatically send them there.

Estimated delivery date
It is the actual date when your order is expected to arrive at your shipping address. The estimated delivery date will be calculated by adding the historical shipping time frame (based on your location) to the provided estimated shipping date.

8. What is freight / LTL delivery

Depending on the size of your order, your delivery may ship via LTL (Less-Than-Truckload). In these cases, your items will be organized and shipped on a pallet from our warehouses. We do this to help reduce the damage to a large set of products during transit, and it allows your delivery to arrive all at once, resulting in fewer lost packages and delays. You can learn more about the LTL shipment process below:

LTL Shipment Steps:

1. Your order is submitted to our warehouse and picked and organized onto a pallet depending on your order size.
2. Your order will then be delivered to your local area, and you will usually receive a call/email from our partners to inform you of the date of delivery.
3. On your confirmed delivery date, the driver should arrive within the agreed-upon window and will drop off your pallet either curbside or into your loading dock if you have one.

*Please note that orders with pallet delivery may take 1–2 additional business days from order placement to shipment compared to standard parcel delivery.