Your Rights When an Online Order Never Arrives
Quick Answer
You placed an order, paid for it, and it never showed up. Whether the package was lost, stolen, or the seller simply never shipped it, you have clear legal rights. This guide explains what the law requires, what steps to take, and how to get your money back.
What the Law Requires
The FTC's Mail, Internet, or Telephone Order Merchandise Rule applies to any product you order online, by mail, or by phone.
Under this rule:
- Sellers must ship your order within the timeframe they advertise
- If no timeframe is stated, the seller must ship within 30 days
- If the seller cannot ship on time, they must notify you and give you the option to wait or cancel for a full refund
- If you cancel, refunds must be issued within 7 business days for credit card payments and within 30 days for other payment methods
This rule applies regardless of whether the seller's website says "all sales final" or has a no-refund policy. An item you paid for and never received is not subject to a no-return policy.
Step-by-Step: What to Do When Your Order Does Not Arrive
Step 1: Check the tracking information
Most online orders come with a tracking number. Check the carrier's website (USPS, UPS, FedEx, or the carrier listed) to see where the package is. Sometimes packages are marked delivered before they actually arrive, or are held at a facility.
Also check:
- Around your door or building entrance for packages left in unusual spots
- With neighbors who may have accepted the package by mistake
- With your building's front desk or mail room
Step 2: Wait one to two business days past the delivery date
Carriers sometimes scan packages as delivered a day early. Give it one to two business days before contacting the seller.
Step 3: Contact the seller
If the tracking shows the package as lost or if the estimated delivery date has passed with no update, contact the seller directly. Most retailers have a process for lost packages. State clearly:
- Your order number and date of purchase
- The item ordered
- What the tracking status shows
- That you are requesting a replacement or refund
Give the seller a reasonable deadline to respond, such as three to five business days.
Step 4: File a missing mail report with the carrier
If the tracking shows the package was lost in transit, file a missing mail or lost package report with the carrier.
| Agency | Website / How to File |
|---|---|
| USPS | File at usps.com/help/missing-mail.htm or call 1-800-275-8777. What to expect: USPS opens a search case and contacts facilities along the package's route. Most cases receive an initial response within 3 to 5 business days. |
| UPS | File at ups.com/us/en/support/file-a-claim.page or call 1-800-742-5877. |
| FedEx | File at fedex.com/en-us/customer-support/claims.html or call 1-800-463-3339. |
This creates a formal record and sometimes triggers the package being located.
Step 5: Dispute the charge with your credit card company
If the seller does not resolve the issue within a reasonable timeframe, dispute the charge. Under the Fair Credit Billing Act, you can dispute a charge for goods or services that were not delivered. Contact your card issuer using the number on the back of your card, explain that the item was not received, and provide your documentation. You generally need to file within 60 days of the statement that shows the charge.
What to expect: Most card issuers issue a temporary credit within 1 to 5 business days while they investigate. Resolution typically takes 30 to 60 days. You will receive written notification of the outcome.
What to Do If the Package Was Marked Delivered But You Never Got It
This situation is different from a package that never shipped. The carrier considers it delivered.
First, check thoroughly. Check around your property, with neighbors, at your building office, and with anyone else at your address.
Then contact the seller. Most major retailers will reship or refund in this situation, especially if it is your first claim. Explain what happened and ask for a resolution.
File a carrier claim. With USPS, you can file a missing mail search. With UPS and FedEx, file a claim through their websites. This starts an investigation on the carrier's end.
If nothing works, dispute the charge. Your credit card company will treat a "delivered but never received" situation the same way as a lost package claim. Provide documentation showing the tracking information and your attempts to resolve it with the seller.
If you believe the package was stolen (porch piracy): File a police report. This creates a record and is often required for insurance claims or credit card disputes involving stolen deliveries.
Consumer Rights for Late Deliveries
A late delivery is different from a missing delivery, but you still have rights.
If you paid extra for expedited shipping and it did not arrive within the paid timeframe, you are entitled to a refund of the shipping cost. Contact the seller or carrier to request it.
If the delivery delay caused you a specific harm (for example, you paid for rush delivery for a time-sensitive event and it arrived late), you may be able to dispute the full charge as the item was not delivered as contracted.