What if my online order never arrives?
First Steps When an Order Doesn't Arrive
Check the tracking number if provided. Sometimes packages are marked delivered but are lost or stolen. If tracking shows no movement or delivery, contact the seller immediately. They are responsible for getting the item to you, and many will reship or refund.
If the seller is unresponsive, you can dispute the charge with your credit card company, PayPal, or bank. For packages shipped via USPS, you can also file a missing mail search request. For UPS or FedEx, contact them to start a trace.
- Verify the shipping address you provided was correct.
- Check with neighbors or your building's mailroom if marked delivered.
- Contact the seller with your order number and issue.
- If no resolution, file a dispute with your payment provider.
- For USPS, file a missing mail search at usps.com.
- Consider filing a police report if you suspect theft.
Who Is Responsible?
Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, sellers must ship within the time promised or, if no time is promised, within 30 days. If they don't, you're entitled to a refund. However, if the package shows as delivered, responsibility may shift to you, and you may need to file a claim with the carrier or police.
If you used a credit card, you have chargeback rights. Debit cards offer less protection but still allow disputes. Always try to resolve with the seller first, as disputes can take time.
Common mistakes
- Waiting too long to report the missing order, as dispute windows are limited.
- Assuming the seller will automatically know the package didn't arrive—you must tell them.
- Not checking the tracking status, which may show it was delivered to a different location or returned to sender.
