What if my item hasn't arrived

Here's what to do if your order is delayed or missing.

Before reporting

1. Check tracking: Is it still in transit?
2. Wait for updates: Tracking can be delayed
3. Check delivery location: Look around your property
4. Ask neighbours: It may have been left with them
5. Check mailbox: Smaller items may be in letterbox

When to contact the seller

• Tracking hasn't updated in 5+ business days
• Estimated delivery has passed by 3+ days
• Tracking shows issue (failed delivery, etc.)

How to contact the seller

1. Go to your order in Purchases
2. Click "Message Seller"
3. Describe the issue politely
4. Ask for any additional information

Opening a dispute

If the seller can't resolve the issue:

1. Go to your order
2. Click "Report a Problem"
3. Select "Item not received"
4. Provide tracking and communication details
5. We'll investigate within 24–48 hours

Resolution options

• Seller ships replacement: If item confirmed lost
• Full refund: If item can't be delivered
• Partial refund: If significantly delayed

Buyer Protection

Your payment is protected during this process. Funds won't release until the issue is resolved.