ORDER SUPPORT
Track Your Order
View your order status, check dispatch updates and follow your delivery using your secure TDHQ customer account.
Already received a dispatch confirmation? Use the secure tracking link inside the email for the latest courier updates.
Choose How You Want to Track
Use your customer account or dispatch confirmation to access the latest available order information.
Your security matters.
Order tracking and customer-account access are securely managed through Shopify.
Tracking from Your Dispatch Email
Your original order confirmation tells you that we received the order. Tracking becomes available after the order has been dispatched and tracking information has been added.
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Open the Dispatch Email
Open the dispatch or shipping confirmation sent to the email address used at checkout.
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Select the Tracking Link
Select the tracking or View Your Order button contained in the message.
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View the Order Status
The secure order status page will display the latest available fulfilment and courier information.
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Verify Your Details
If requested, sign into your customer account or verify the order using the information supplied during checkout.
Cannot find the email?
Check your spam, junk and promotions folders. Search for “The Drivers HQ”, your order number, “shipping confirmation” or “your order has been dispatched”.
Customers signed into the correct TDHQ account can also open My Orders.
Your Order Journey
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Order Received
Your order has been successfully submitted and an order confirmation has been issued.
This does not mean the order has been dispatched. -
Processing
The order is being checked, picked and prepared. Processing can take longer for:
- Large order
- Supplier-fulfilled product
- Special-order product
- Stock check
- Busy trading period
- Restricted item
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Dispatched
The parcel has entered the delivery process and tracking information should be available where the delivery service supports it.
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With the Courier
The parcel is moving through the courier network. Tracking updates are controlled by the courier and may not appear immediately.
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Delivered
The courier has recorded the parcel as delivered.
Parcel marked delivered but missing?
Has Only Part of Your Order Arrived?
Some orders may be dispatched in more than one parcel. This can happen when products are stored in different locations, supplier fulfilled, oversized, restricted or require different delivery services.
Check all dispatch notifications and tracking numbers before reporting an item as missing.
What Does My Tracking Status Mean?
Order Confirmed
The order has been received but has not necessarily been picked, packed or dispatched.
Processing
Your order is being prepared. Tracking will not normally show courier movement until the parcel enters the delivery network.
Tracking Number Created
A shipping label has been produced. The courier may not yet have collected or scanned the parcel.
Courier Is Expecting the Parcel
The courier has received the shipment information but has not yet recorded the next physical scan. The parcel may be awaiting collection or moving towards its first depot scan.
In Transit
The parcel has been scanned within the courier network and is moving towards the delivery destination.
Out for Delivery
The courier currently expects to attempt delivery that day. This remains subject to route conditions and courier operations.
Delivery Attempted
The courier attempted delivery but could not complete it. Check the tracking page for redelivery, safe-place, depot or collection-point instructions.
Delivered
The courier has recorded the parcel as delivered. Check the delivery photograph, nominated safe place, household members and immediate neighbours if the parcel cannot be found.
Exception or Delay
The courier has recorded an issue affecting normal movement. Check the tracking page for the latest available information and contact TDHQ if the status remains unresolved.
Common Tracking Problems
Waiting for a Click & Collect Order?
Click & Collect orders do not use normal parcel tracking.
Your original order confirmation only confirms that we received the order. You must wait for the separate collection-ready confirmation before travelling to the Ilkeston store.
Most eligible Click & Collect orders are prepared within 5 minutes during opening times, but this is not guaranteed.
Still Need Help with Your Order?
Contact the TDHQ team with your full name, order number, delivery postcode and tracking number where available, plus photographs if the order arrived damaged.
Never send full card details, passwords or customer-account verification codes.