What should I do if my online order never arrives?

An online order that never arrives is frustrating, but you have clear rights and a defined process. Acting quickly matters because most payment providers and retailers have time limits on claims.

First, confirm it is actually missing

Before contacting anyone, rule out the simple explanations. Recheck the tracking number on the carrier's website, not just the retailer's page. Confirm the shipping address you entered at checkout. Look in less obvious spots: behind plants, near side doors, in a mailroom, or with a neighbor who may have accepted it.

If tracking says "delivered" but you cannot find it, wait until the end of the day. Some carriers mark packages delivered before they physically arrive. If it is still missing after 24 hours, move to the next step.

Contact the seller in writing

Reach out through the retailer's official support channel, not a phone number from a random search result. State your order number, the date, the amount paid, and what you want: a replacement or a refund. Keep a copy of every message. Most reputable sellers will reship or refund, especially for items under a certain value.

If you bought through a marketplace, use its resolution center. Platforms often step in when a seller does not respond within a set number of days.

Know your payment protections

Credit and debit cards, PayPal, and many buy-now-pay-later services offer dispute or chargeback rights for goods that never arrive. Contact your provider and explain that you paid for an item you did not receive and that you tried to resolve it with the seller first. Keep your order confirmation, tracking information, and support messages ready.

Time limits apply, often 60 to 120 days from the transaction or expected delivery date, so do not wait. If you paid by bank transfer, gift card, or cryptocurrency, recovery is usually much harder, which is why those methods are common in scams.

If you suspect theft or fraud

If tracking shows delivery but the package is gone, it may have been stolen. Report it to your local police and to the carrier. For US mail, you can also report to the United States Postal Inspection Service. If the seller is unresponsive, the website looks fake, or the price was suspiciously low, treat it as potential fraud and report it to your card issuer and to your national consumer protection agency.

What not to do

• Do not send more money to a seller who asks for extra shipping, customs, or release fees.
• Do not close a dispute or chargeback just because the seller promises a refund later.
• Do not accept a "store credit only" offer if you are entitled to a refund.
• Do not wait past your payment provider's claim window.

Prevent it next time

• Pay with a credit card or a buyer-protected service when possible.
• Use tracked and signature-required shipping for expensive items.
• Save order confirmations and tracking numbers until the item arrives.
• Buy from established retailers or sellers with verifiable reviews.

Start today: check tracking, message the seller, and note your payment provider's dispute deadline. If the seller does not resolve it within a few days, file the dispute. For property or financial loss, your card issuer and consumer protection agency are the right next stops.