Track My Order
What Happens After You Place Your Order
From confirmation to delivery — here's exactly what happens at each stage, the emails you'll receive, and how to spot which messages are genuinely from us.
Your Order Journey
Most UK Mainland orders go through these stages over 4 to 8 working days. We'll keep you in the loop at every step.
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1
Order Placed
ImmediateYou complete checkout and we receive your order. Your card is authorised at this stage but not yet charged — we charge your card when we dispatch your order, after any required reviews are complete.
Email: Order Confirmation -
2
Order Processing
1–3 working daysOur UK warehouse team in Milton Keynes prepares your order. This includes pre-dispatch checks, packing, and arranging the courier. If you've claimed VAT Relief, our team also reviews your declaration during this time (see the next stage).
You won't usually receive an email at this stage — the next message you'll get is when your order has been dispatched.
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3
VAT Relief Review If applicable
Within 1 working dayIf you've claimed VAT Relief as a chronically sick or disabled customer, our team reviews your declaration on the next working day. We then update your account status to VAT-exempt and email you to confirm.
Your card is charged at the VAT-exempt amount when we dispatch your order — never at the full VAT-included price. See our VAT Relief guide for full details.
Email: VAT Relief Status Update -
4
Dispatched
Once ready (typically 1–3 working days after order)Your order leaves our UK warehouse with the courier. At this point your card is charged and you receive an email with your tracking number and courier link. From here, you can follow your parcel in real time.
Email: Shipment Confirmation (with tracking link) -
5
In Transit & Out for Delivery
3–5 working days (UK Mainland)The courier transports your order across the UK. On the day of delivery, the courier sends you a separate notification — usually with a 1- to 2-hour delivery window — and many couriers let you change the delivery date, redirect to a neighbour, or leave in a safe place.
Notifications come from the courier (e.g. DPD, Parcelforce, ArrowXL) -
6
Delivered
Day of deliveryThe courier confirms delivery to your address. You receive a final delivery confirmation. Your 30-Day Home Trial begins from this moment — you have 30 full days to try the chair at home and decide if it's right for you.
Email: Delivery Confirmation -
7
Follow-Up & Review Invitation
~7–10 days after deliveryWe email to check that everything's working well, answer any setup questions, and — if you're happy — invite you to leave a review. Your review helps other UK customers, and it's never required.
Email: How's Your ComfyGO + Review Invitation
Emails You'll Receive From Us
Here's the complete list of emails we send during your order journey. If you receive an email claiming to be from ComfyGO that doesn't match one of these, please call us on 0330 520 0720 to verify before clicking any links.
| When You'll Get It | What It Tells You | |
|---|---|---|
| Order Confirmation | Immediately after checkout | Your order has been received and your card has been authorised |
| VAT Relief Status Update If applicable | Within 1 working day | Your VAT Relief declaration has been reviewed and approved (or further info needed) |
| Shipment Confirmation | When your order leaves our warehouse | Your order is on its way — includes courier name and tracking link |
| Delivery Confirmation | Once your order arrives | Your order has been delivered — your 30-Day Home Trial starts now |
| How's Your ComfyGO? | ~7–10 days after delivery | Friendly check-in and an optional invitation to leave a review |
🔒 How to spot a genuine ComfyGO email
All our emails come from addresses ending in @comfygomobility.co.uk. If you ever receive a suspicious email — especially one asking for payment details, passwords, or account verification — do not click any links. Forward it to info@comfygomobility.co.uk and we'll check it for you. We will never ask you to confirm your card details by email or text.
SMS Updates
Some customers prefer text-message updates alongside email. Here's how SMS works.
SMS is opt-in only
If you opted in to SMS updates at checkout or on a form, we may send a confirmation text when your order ships. You can stop SMS updates at any time by replying STOP. We never send marketing SMS without your express consent. The courier may also send their own SMS notifications on the day of delivery — these come directly from the courier (e.g. DPD), not from us.
Delivery Timeframes
Most UK Mainland orders arrive within 4 to 8 working days. Some areas take a bit longer.
UK Mainland
4–8 working days total — typically 1–3 working days for processing plus 3–5 working days for delivery.
Highlands, Islands & NI
Northern Ireland, Scottish Highlands & Islands, Channel Islands, and the Isle of Man take a few days longer because of additional sea or air transport.
Republic of Ireland
ROI orders are fulfilled by our EU sister company, ComfyGO Management B.V. (Netherlands). Typical transit is 5–8 working days.
Full Details
For complete delivery rules — costs, signatures, missed deliveries, and access requirements — see our Delivery Information page.
Is My Order Late?
If your delivery seems delayed, here's how to check what's going on.
Check the courier tracking link
Open your Shipment Confirmation email and click the tracking link. The courier's tracking page is the most up-to-date source — even ahead of our own systems. Look for any "delivery exception" or "redelivery requested" status.
Check your spam / junk folder
Sometimes our shipment emails end up in spam. Search your inbox for "ComfyGO" or check your spam folder. If you find it there, mark it as "not spam" so future emails arrive in your inbox.
Wait until 8 working days have passed
Most UK Mainland orders arrive within 8 working days. If you ordered very recently, give it a couple more days before getting in touch — it's likely on its way.
Still concerned? Call us
If 8+ working days have passed and the courier tracking shows nothing, call us on 0330 520 0720 with your order number. We'll chase it with the courier on your behalf — no need to do it yourself.
Common Questions
How can I find my tracking number?
Your tracking number arrives in your Shipment Confirmation email — sent when your order leaves our warehouse. The email includes a direct link to the courier's tracking page.
If you have a ComfyGO account, you can also find tracking details by signing into your account and viewing your order. Guest checkout customers receive tracking by email only — please check your inbox or spam folder.
I've lost my confirmation email — what do I do?
Don't worry — we have a record of your order on our system. Just call us on 0330 520 0720 or email info@comfygomobility.co.uk with your name and the email address you used at checkout, and we'll resend your confirmation and tracking details.
Can I change my delivery address after ordering?
If your order hasn't yet been dispatched, yes — call us as soon as possible on 0330 520 0720 and we can update the delivery address before the courier collects it.
If your order has already been dispatched, we can't change the address from our side — but most couriers (DPD, Parcelforce, ArrowXL) let you redirect a parcel to a different address, neighbour, or safe place via their tracking link or app. Open your Shipment Confirmation email and look for a "Manage Delivery" or "Redirect" option.
I missed the delivery — what now?
The courier will leave a card or send a text/email with redelivery options. They'll normally attempt delivery again the next working day, or invite you to choose a new date. You can also collect from a local depot if that's easier. Most couriers attempt delivery up to two or three times before returning the parcel to us.
If you know you'll be away on a particular date, contact the courier directly using the link in your dispatch email, or call us on 0330 520 0720 and we'll help sort it.
Why does my card show a pending charge before dispatch?
When you place an order, your card is authorised (a hold is placed on the funds) — but we don't actually charge the card until we dispatch your order. This means:
- If you've claimed VAT Relief, we adjust the amount to be VAT-exempt before charging
- If the order is cancelled before dispatch, no money ever leaves your account
- Your bank may show a "pending" line that disappears within 5–7 days if no charge is captured
This is standard practice and protects you from being charged for an order that doesn't go through.
Is my order on schedule? How do I know?
The clearest signal that your order is on schedule is the timing of the emails you receive:
- Order Confirmation within minutes of checkout
- Shipment Confirmation within 1–3 working days
- Courier delivery notification on the day of delivery
- Delivery Confirmation once it arrives
If 4 working days have passed without a Shipment Confirmation email — or 8 working days have passed without delivery — give us a call on 0330 520 0720 with your order number and we'll check what's going on.
Question About Your Order?
Our UK team is happy to check on your order, chase couriers, resend tracking details, or just answer your questions. Most order queries are sorted in a single phone call.
📞 0330 520 0720