If your item is marked as delivered but you haven’t received it, don’t worry—we’re here to help! We take delivery issues seriously and want to ensure that you receive what you paid for. Whether the package was mis-delivered, the wrong item arrived, or there’s another issue, follow the steps below to resolve the problem.
Step 1: Check Your Delivery Area
Before contacting us, please take the following steps to double-check the delivery:
- Look around your property: Check areas around your home where the package may have been left (e.g., porch, side door, garage, etc.).
- Ask your neighbors: Sometimes packages are delivered to a nearby address by mistake.
- Check with your household: Make sure no one else has received the package on your behalf.
- Contact your carrier: You can reach out to your local Post Office by phone or email to ask if they remember where the package was dropped off. USPS often scans and photographs multiple times throughout the shipping process. Check to see if they have a GPS scan of the delivery location or can confirm your delivery address and that the shipping label was not damaged or defaced.
If you’ve taken these steps and still can’t locate your package, proceed to the next step.
Step 2: Contact Us Immediately
If you still can’t find your item, contact us right away—within 72 hours of the delivery scan. It’s important to report the issue before the transaction is completed. Once a transaction is marked complete, all sales are final, and we will no longer be able to process a refund.
Step 3: What Happens Next
After you’ve contacted us, we will:
- Pause the transaction: We will pause the transaction until we confirm whether the package was successfully delivered. This will prevent your transaction from completing.
- Work with the carrier: We will investigate the delivery, which may include checking for delivery photos, geo-location scans, verifying that the shipping label and delivery address match, and ensuring that the label was not damaged or defaced.
If we confirm that the package was successfully delivered, we will release the funds to the Seller. If we are unable to confirm delivery, we will refund the total sales price to your account as Balance.
Frequently Asked Questions
What should I do if I received the wrong item?
Once you’ve located your package, if you discover it’s not as described, just contact us to request a return. We’ll carefully review your request and, if approved, provide a prepaid shipping label so you can send it back for a refund.
What if the item was drop-shipped?
Drop-shipping is prohibited on our platform. If we find that the item was drop-shipped and there are delivery issues, we may cancel the transaction and issue a refund. Drop-shipped items are not eligible for our Shipping Protection.
How long does the investigation take?
Most investigations are completed within two weeks. If additional information is needed, we will keep you updated throughout the process.