If an online, mail, or phone order is late, canceled, or arrives damaged, save your records and contact the seller promptly with the outcome you want. For most merchandise orders covered by the Federal Trade Commission’s shipping rule, a seller must meet its promised shipping timeframe—or generally ship within 30 days if it gave no timeframe—and offer you the choice to accept a delay or cancel for a prompt refund if it cannot ship on time. Damage claims and sale-item returns depend more heavily on the seller’s terms, warranty, and applicable law.
What should you do first?
- Save the evidence. Keep the order confirmation, advertised delivery estimate, tracking history, cancellation or delay notices, receipt, payment statement, marketplace messages, and return instructions. For damage, photograph the item and packaging and preserve relevant packaging while you contact the seller.
- Contact the seller promptly. Use a channel that leaves a record when possible. Include the order number, explain whether the problem is delay, cancellation, or damage, and state the remedy you want: a revised delivery date, refund, replacement, repair, or another resolution the seller offers. Save copies of messages and note contact dates and names.
- Check the seller’s instructions before returning anything. Ask for the return address, shipping method, deadline, and who pays return shipping. Keep proof of shipment if you send the item back.
The FTC recommends gathering purchase records and contacting the seller first about product-quality problems. Its guide is at Solving Customer Problems.
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What do I do if my online order is delayed?
For most merchandise ordered online, by mail, or by phone, the FTC Mail, Internet, or Telephone Order Merchandise Rule requires the seller to have a reasonable basis for shipping within the timeframe it states. If it states no timeframe, the general deadline is 30 days. If the seller cannot ship by the applicable deadline, it generally must tell you and offer you the choice to agree to a delay or cancel for a prompt refund for the unshipped merchandise.
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1Scan for outdated or missing drivers - takes under a minute2Repair Windows errors before they cause bigger problems3Fix the driver behind crashes, sound loss and screen glitchesThe FTC’s consumer guidance puts it this way: “If there’s a delay shipping your order, the seller has to tell you and give you the choice of either agreeing to the delay or canceling your order for a full refund.” See What To Do if You’re Billed for Things You Never Got, or You Get Unordered Products. Coverage can vary for unusual transactions, so the rule should not be read as applying identically to every purchase.
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- Dimension: Internal capacity of 30 gallons, size is 22*16*20", the lid is smooth around the raised part, to ensure no injury, the raised height is 1"
Decide whether to accept the new date or cancel
Before agreeing to wait, consider whether the revised shipping date is definite, whether you need the item by a particular date, and whether the seller has actually shipped it. If you cancel before shipment under the rule, the refund covers the unshipped merchandise and may include shipping and related costs paid for it. The rule calls for a prompt refund; the processing period can depend on the payment method and whether the seller itself extended credit, so do not assume a particular bank posting date. The FTC’s business guidance explains the rule’s notice and refund mechanics at Business Guide to the FTC’s Mail, Internet, or Telephone Order Merchandise Rule.
Can I cancel an online order that hasn’t shipped?
If the seller tells you it cannot meet the applicable shipment deadline, you generally must be offered the choice to consent to a delay or cancel for a prompt refund under the FTC rule. If you simply change your mind before that point, whether you can cancel without a fee or other consequence depends on the seller’s terms and the transaction. Check the cancellation policy and confirm in writing that the order was canceled.
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After cancellation, check your account or card statement to make sure the payment is reversed. If the expected refund does not appear, contact the seller first with your cancellation confirmation, then contact the payment issuer as appropriate.
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What if my order arrives damaged?
Contact the seller promptly, describe the damage, and request a specific remedy such as a replacement, repair, or refund. Include clear photos and order details. Review the posted return policy and any manufacturer warranty, then follow the seller’s directions rather than mailing the item to an unconfirmed address.
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There is no single federal return window for every damaged product established here. The seller’s policy and applicable law determine the available remedy; warranty terms or state law may add rights depending on the product, seller, and state. A damage or quality complaint is also not automatically the same as a credit-card billing error. Ask your issuer which process applies if the seller will not resolve it.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Can I return sale or clearance items?
Do not assume a sale purchase has the same return terms as a full-price item—or that sale items can never be returned. Read the seller’s policy for the item and check the return deadline, exclusions, condition requirements, and who pays return shipping. Keep a copy or screenshot of the terms that applied when you purchased.
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- Parcel Storage Solution - This delivery container measures 19.7 inches × 21.5 inches × 30.5 inches, and offers ample interior space to easily store documents, merchandise, samples, or mixed parcels, meeting all your delivery needs and keeping your garden or porch tidy
- Stylish and Practical Design - This parcel delivery box is not only stylish and attractive, blending seamlessly with a variety of home decor styles, but also features the word “DELIVERIES” printed on its surface along with a bright yellow sticker, making it easy for delivery personnel to quickly identify and accurately place packages
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How do I dispute a charge for an item I never received?
For a qualifying credit-card billing error involving goods not accepted or not delivered as agreed, send written notice to the card issuer within 60 days after the issuer sent the first statement containing the error. Send it to the billing-dispute address, which may differ from the payment address. Keep a copy and include copies—not originals—of supporting records. A phone call or online dispute may alert the issuer, but written notice helps protect rights under the Fair Credit Billing Act. See the FTC’s Using Credit Cards and Disputing Charges.
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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteThe 60-day period is a deadline for the buyer’s written notice; it is different from the FTC rule’s general 30-day shipment timeframe when the seller gave no shipment estimate. If the issue is product quality or damage rather than non-delivery, a different dispute process may apply. The CFPB advises contacting the seller first about a defective or incorrect product, then asking the card issuer about a charge dispute if the seller does not resolve it: What can I do if I have a problem with a product or service I bought with my credit card?
If you paid by debit card or through a marketplace
Debit-card protections differ from credit-card protections, and you may not have the same federal remedy for non-delivery. Contact the debit issuer promptly and ask about its process. If you used a marketplace, check its buyer-protection procedure and claim deadline at the same time; platform terms are separate from statutory rights.
What if the seller will not help?
Keep the order records, communications, photographs, and any refund or return proof together. If the seller appears to have acted dishonestly, the FTC accepts reports at ReportFraud.ftc.gov. Your state consumer-protection office may also be able to help with a business complaint. These complaint channels do not guarantee a refund, so continue to observe any issuer or marketplace deadlines that apply to your transaction.
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