A late parcel is usually a delay, not a loss. Work through these steps in order. They move from the quickest checks to formal disputes, and each one creates a record that helps with the next.
1. Check what was promised
Find your order confirmation and the delivery estimate you were given at checkout. Compare it with today's date. If the estimate has not passed yet, there is normally nothing to claim, although you can still ask the store for an update.
In the United States, the Federal Trade Commission's rule on mail, internet and telephone orders requires sellers to ship within the time they stated, or within 30 days if they gave no time. If the seller cannot do that, it must tell you and give you the option to cancel for a full refund.
2. Check the tracking and the obvious places
- Open the tracking link and read the latest scan, not just the headline status.
- If it says delivered, check with neighbors, building staff, your mailbox and any safe place you have nominated.
- Confirm the delivery address on the confirmation email is correct.
- Check your spam folder for messages from the store or the carrier.
3. Gather your evidence
Before you write to anyone, put these in one place:
- Order number and order date
- The name and email address used for the order
- What you ordered and the amount charged
- The delivery estimate you were shown
- The tracking number and a screenshot of the tracking page
- Copies of any messages already exchanged
4. Write to the store
Use the contact method the store publishes, and keep it in writing so there is a record. State the facts, say what you want and set a reasonable deadline. For example:
"I placed order [number] on [date]. The delivery estimate was [date or range] and the order has not arrived. Tracking shows [status]. Please either confirm a delivery date or refund the order in full. I would appreciate a reply within 5 working days."
Our order-help pages include a version of this message for each store we cover, with the store's own contact details.
5. Give the store a fair chance, then escalate
If the deadline passes without a useful answer, send one short follow-up that refers to your first message. If that also fails, move to your payment provider.
- Credit card: you can dispute the charge with your card issuer. The FTC's guidance is to send the dispute in writing so that it reaches the issuer within 60 days of the first statement that showed the charge.
- Debit card: protections are different and can be weaker. Contact your bank as soon as you notice the problem.
- PayPal and similar services: use the provider's own dispute process, and check its time limit, which starts from the payment date.
Tell the provider what you ordered, what was promised, what you did to resolve it and attach your evidence.
6. Report it if you believe it was dishonest
A dispute gets your money back; a report helps other people. In the United States you can report a seller to the FTC at ReportFraud.ftc.gov and to your state attorney general.
What not to do
- Do not wait for months in the hope that it turns up. Dispute time limits keep running.
- Do not accept a partial refund or store credit unless you are happy with it. Ask for it in writing either way.
- Do not pay a second fee to "release" a parcel unless the request comes from the carrier's official site and you can verify it there.
Outside the United States
Time limits and rights differ by country. Your card issuer or national consumer authority can tell you what applies to you.