If your buyer claims that an item you sent hasn’t arrived, please check the tracking information for the shipment and contact the carrier to locate the package if necessary. If your tracking information shows your package was delivered but it’s missing, ask the buyer to:

• Verify the shipping address on your order confirmation.
• Look for a notice of attempted delivery.
• Look around the delivery location for your package.
• Check to see if someone else (family member, roommates, neighbors) accepted the delivery
• Wait 48 hours. In some cases packages say delivered while they are still in transit.

If the FedEx tracking status reads “Delivery Exception” and final delivery is unable to be completed, please contact us via the Help Center. Items that are not claimed within 10 days will be destroyed.

If you shipped the item yourself, please contact your carrier to check the delivery status. Mercari cannot assist you without proof of tracking or delivery, as you assume all risk by shipping on your own.