What should I do if my package is delayed or lost?
Your order is late, tracking has stalled, or the package never showed up. Here is what to do, step by step.
Check tracking first
Open your order in Purchases. If the seller has shipped, you will see a tracking number and a Track package link. Carrier scans sometimes lag a day or two after the label is created. That is normal.
Your purchase page walks through the journey: purchase confirmed, shipped, in transit, then confirm delivery. Tap I received my item once your order arrives.
If the seller has not shipped yet
Sellers are expected to ship within 7 days of purchase confirmation. Your purchase page shows the deadline and how many days are left.
If shipping is delayed, message the seller for a status update or use Get help on your purchase page and our team can assist.
Delayed or lost after shipping
Message the seller
Share the tracking number and ask if the carrier has updated anything. Sometimes a facility delay clears up in a few days.Check with the carrier
Use the Track package link on your purchase page. Look for delivery exceptions or return to sender notices.File a Purchase Protection claim
If tracking shows the package is lost or has not moved in a long time, open Refund help on your purchase page. Eligible non delivery claims on tracked shipments are covered by Purchase Protection. Our Shipping guide has more detail.