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Order Status
Has my order shipped?
  Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

From where is my order shipped?

All the items on your order are packaged and shipped, fully insured by us, directly from Israel

What is the usual delivery time?
We use 2 shipping methods:
Registered Mail from the Post Office : Delivery within 15-21 business days
Express mail from the Post Office: Delivery within 5-8 business days.


How can I determine the shipping cost to my country?
Add the item(s) you intend to order to your shopping cart, enter the destination country and click on the calculate button. The shipping cost will be displayed for each shipping methods.

How can I track my order?
For express mail shipments: Go to 'my account' > 'Review orders / track packages' > View or change order. You will see the tracking number (example: EE108315502IL)
For USA customers: Visit www.usps.com and enter the tracking number at the tracking window.
For all other countries, please visit the Israeli postal service, or find your country postal service website.

For registered mail shipments: Unfortunately the Post Office does not offer a tracking service for Registered mail from Israel. Please allow 21 business days for delivery. If after that time you didn't receive the package, please contact our customer service department and we will assist you.

I didn't receive the package, what should I do?
 In the rare case of a lost package, please contact our customer service department via e-mail or phone. We will either re-ship your order or provide you with a full refund.

Please contact us at orders@canaan-online.com

My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
My product is missing parts.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.