The FTC Mail Order Rule: What It Means for Your Online Orders
Quick Answer
What the Rule Covers
The FTC's Mail Order Rule, officially the Mail or Telephone Order Merchandise Rule, was established in 1975 and updated in 2014 to explicitly cover internet orders. It applies to all merchandise ordered by mail, telephone, or online when the seller solicits the order and ships to U.S. addresses.
The rule does not cover: seeds and growing plants, credit, services (such as subscriptions to digital content), or merchandise ordered on a subscription basis where the buyer's terms are governed by a separate agreement.
What Sellers Are Required to Do
| Situation | What the Seller Must Do | Timeframe |
|---|---|---|
| Shipping timeframe stated in ad | Ship within the stated timeframe | As advertised |
| No shipping timeframe stated | Ship within 30 days of receiving a completed order | 30 days |
| Cannot ship on time | Notify you and offer a full refund option | Before the shipping deadline passes |
| You accept a delay | Ship within the revised timeframe | As agreed |
| You reject a delay | Issue a full refund | Within 7 business days (credit card) or one billing cycle |
What "Completed Order" Means
The 30-day clock starts when the seller receives a completed order, which includes: your order information, your payment method or authorization, and everything needed to fill and ship the order. If a seller is waiting on a payment authorization, the clock does not start until that authorization is received.
What You Are Entitled to When a Seller Cannot Ship
When a seller cannot ship within the required timeframe, they must:
- Notify you before the shipping deadline
- Tell you the revised shipping date or state that they cannot determine when they can ship
- Offer you the option to cancel the order for a full refund
If you do not respond to the delay notice, the default assumption is that you have cancelled the order and a refund is owed. The seller cannot assume your silence means consent to wait.
If you paid by credit card, the refund must be processed within 7 business days. For other payment methods, within one billing cycle.
How This Applies to Marketplace Sellers
The Mail Order Rule applies to third-party sellers on Amazon, eBay, Walmart Marketplace, and similar platforms, not just the platform itself. If a third-party seller lists a stated shipping window and misses it without notification, they are in violation of the rule.
Platforms have their own buyer protection policies that may provide an additional layer of recourse. The FTC rule establishes the legal floor.
What to Do If a Seller Violates the Rule
Step 1: Contact the seller and request a specific updated shipping date or a full refund.
Step 2: If paid by credit card, dispute the charge with your card issuer. Provide documentation that the item was not shipped within the required timeframe.
Step 3: Report the violation to the FTC at ReportFraud.ftc.gov. The FTC enforces the Mail Order Rule and can take action against sellers with patterns of violations.