Your Consumer Rights When Shopping Online in the U.S.
Quick Answer
U.S. consumers shopping online are protected by the FTC Mail Order Rule (requiring sellers to ship on time or offer a refund), the Fair Credit Billing Act (allowing credit card disputes for undelivered or misrepresented goods), and the FTC Act (prohibiting deceptive practices). These rights apply to purchases from any seller shipping to a U.S. address. Purchases from international sellers carry the same rights under U.S. law, though enforcement may be more difficult.
The Laws That Protect Online Buyers
Three federal laws form the core of consumer protection for online purchases. Understanding what each covers tells you which applies when something goes wrong.
| Law | What It Covers | Your Key Right |
|---|---|---|
| FTC Mail Order Rule | Shipping timelines and order fulfillment | Refund if seller cannot ship within stated timeframe or 30 days |
| Fair Credit Billing Act (FCBA) | Credit card charges | Dispute charges for undelivered goods or items not as described |
| FTC Act Section 5 | Deceptive and unfair trade practices | Basis for FTC enforcement against deceptive sellers |
| Electronic Fund Transfer Act (EFTA) | Debit card and bank account transactions | Limited liability for unauthorized transactions; weaker than FCBA for purchase disputes |
The FTC Mail Order Rule
The Mail Order Rule applies to all online purchases made by U.S. consumers, regardless of where the seller is located. It requires sellers to:
- Ship your order within the time stated in their advertising
- Ship within 30 days if no timeframe is stated
- Notify you if they cannot meet that deadline and offer a full refund
- Process your refund within 7 business days for credit card orders, or within one billing cycle for other payment methods
If a seller does not ship your order and does not contact you with an updated timeline and refund option, that is a violation of the Mail Order Rule. Report to the FTC at ReportFraud.ftc.gov.
Fair Credit Billing Act: Your Dispute Rights
The Fair Credit Billing Act applies to purchases made by credit card. It gives you the right to dispute a charge when:
- You did not receive the goods or services you paid for
- The goods or services you received were significantly different from what was described at the time of purchase
- The charge was unauthorized
How to dispute: Contact your credit card issuer within 60 days of the statement date on which the charge appeared. Explain the basis for the dispute and provide supporting documentation (order confirmation, photos of what was received, correspondence with the seller).
Important distinction: The FCBA applies to credit cards. Debit card disputes are governed by the Electronic Fund Transfer Act, which provides narrower protections for purchase-related disputes. Using a credit card for online purchases gives you stronger dispute rights than a debit card.
What to Do When a Purchase Goes Wrong
| Situation | First Step | Escalation |
|---|---|---|
| Order never arrived | Contact seller with order number and request update | Dispute with credit card issuer; report to FTC |
| Item significantly different from listing | Contact seller and request return/refund | Dispute with credit card issuer if seller refuses |
| Unauthorized charge | Contact credit card issuer immediately | Report to FTC; place fraud alert if identity theft suspected |
| Seller unresponsive | Document all contact attempts | Dispute with card issuer; file with state AG |
| Defective product | Contact seller per their return policy | Credit card dispute; file with FTC |
Rights When Buying from International Sellers
U.S. consumer protection law applies to purchases made by U.S. consumers. Sellers shipping to U.S. addresses are subject to FTC jurisdiction regardless of where the seller is based.
Practical differences when buying internationally include:
- Return shipping costs may be borne by the buyer and may exceed the product's value
- Refund timelines may be longer than with domestic sellers
- FTC enforcement against overseas sellers is more complex than against domestic sellers
- Your credit card dispute rights under the FCBA remain the same regardless of the seller's location
State Consumer Protection Laws
Every U.S. state has its own consumer protection statute, and many provide additional rights beyond federal law. State attorneys general enforce these laws. Areas where state law may provide broader protection include refund rights, implied warranty coverage, and deceptive advertising standards.
Find your state's consumer protection office at usa.gov/state-consumer.