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Questions related to existing orders
How can I find my order?
Navigate to our find my order to look up your order. Don't know your order number or email used? Contact us, and we'll help you find your order. Find my order page
How can I update my address?
You can change your delivery address on your order status page or send us an email.
What does my order status mean?
Received: Order placed, pending intake from our team. In Progress: The order has been assigned to a translator. In Review: You can review your translation and make revision requests if necessary. Approved (If Applicable): Pending an add-on service Completed: Order Completed On Hold: Contact us to release your order hold. The purpose of your order hold is unique to your order. Refunded: Your order has been canceled and refunded.
Can I cancel my order?
Contact us immediately to cancel your order. With short turnaround times, we start translating quickly. Translations that are not in progress can be refunded. Any other order status other than "created" is decided on a case-by-case basis.
How many notaries are included?
Your order includes the notarization of up to four documents.
Can I leave a note for the translator?
You can leave notes on your order confirmation page. We suggest writing notes if your source file is in cursive, not anglicized, or if it is illegible; providing names and places avoids delays and inaccuracies. Per Federal Regulations Title 8 § 103.2 Translation of name. If a document has been executed in an anglicized version of a name, the native form of the name may also be required.
Can I request a revision?
You can request a revision on your order status page. If you prefer to send us a file with edits, email it to us with your order number. Revision Request
When will my document be shipped?
Documents are shipped Monday-Friday. All documents approved by 3 PM ET are shipped the same day.
When will my document be notarized?
We notarize documents Monday-Friday within 24 hours of approval. Documents approved before 3 PM ET are notarized on the same day.
Can you send me a translation proof before shipping or notarizing?
You must review and approve your file before we ship or notarize your order. Your order will not be processed until it is approved.