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.

Reviewed September 14, 2026

Quick answer

Check tracking on the purchase page first. Sellers are expected to ship within 7 days of confirmation. If tracking stalls or the package is lost, message the seller, check the carrier, then tap Get help and file a Purchase Protection claim for eligible tracked shipments.

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 Get help on your purchase page and start a claim. Eligible non delivery claims on tracked shipments are covered by Purchase Protection. Our Shipping guide has more detail.

Still need help?

Search didn't cover it? Open a case with the team — we read every message. For a specific purchase or sale, start from the order and tap Get help.