How to Get Help With Order Delays: Complete Action Guide

Your package was supposed to arrive three days ago. The tracking hasn't updated since last Tuesday. You've got an event on Saturday and you need that order. Now what?

Most people panic and contact everyone—the retailer, the carrier, their credit card company—without a clear plan. That wastes time and creates confusion. The trick is knowing who to contact first, what leverage you have, and when to escalate.

This guide gives you the exact decision tree to follow, scripts you can copy-paste for chat/email/phone, timelines for when retailers and carriers become legally responsible, and templates for dispute letters if you need to go nuclear with a chargeback.

I'll also cover carrier-specific issues (USPS, UPS, FedEx, DHL) and retailer-specific policies (Amazon, Shein, Etsy, and more) so you know exactly what to expect based on who you ordered from. No vague advice. Just the action steps that actually work.

Photo by Tima Miroshnichenko on Pexels

Decision Tree: Who to Contact First

Contact the retailer first if the package is late based on their promised delivery window. Contact the carrier directly only if tracking shows the package is lost or damaged after the carrier took custody. Contact your card issuer (chargeback) only if the retailer refuses to resolve the issue and you've exhausted all other options. Following this sequence maximizes your chances of a fast resolution.

Here's the step-by-step logic:

Step 1: Check Your Order Confirmation for the Delivery Promise

Every order confirmation email includes an estimated delivery date or window. Find that email and note the date. Examples:

• "Estimated delivery: December 18-20"
• "Guaranteed delivery by December 22"
• "Ships in 3-5 business days" (add shipping transit time to get full window)

If today's date is within that window, the order isn't technically late yet—even if you're anxious. Carriers have until the end of the promised window to deliver. If today's date is after that window, proceed to Step 2.

Step 2: Check Tracking Status

Pull up your tracking number (from order confirmation or retailer's website). What does it say?

"In Transit" or "Out for Delivery": Package is moving. If it's late but tracking shows movement within the last 24-48 hours, contact the retailer. They can see more detailed tracking than you and can file claims if needed.

"Delayed" or "No Update for 5+ Days": Package is stuck. Contact the retailer first—they have direct relationships with carriers and can escalate faster than you can.

"Delivered" but You Don't Have It: Contact the retailer immediately. This could be theft, mis-delivery, or a scanning error. Retailers handle this daily and know the process.

"Lost" or "Return to Sender": Contact the retailer. They'll reship or refund.

"Exception" or "Damaged": Contact the retailer. They'll file a carrier claim and send a replacement.

Step 3: Determine Who Is Responsible

The retailer is responsible until the package reaches your hands. Even if the carrier lost it, the retailer sold you the product and must resolve the issue. According to FTC regulations, if a retailer promises a delivery date and misses it, they must refund you promptly if you request it.

You only contact the carrier directly if:

• The retailer explicitly tells you to (they provide a claim number or reference)
• The package was delivered but damaged, and the retailer needs you to document damage for their carrier claim
• You used a third-party shipping service (rare for most online orders)

You only contact your card issuer (chargeback) if:

• The retailer refuses to refund or reship after the delivery promise was missed
• The retailer goes out of business or stops responding
• It's been 30+ days past the delivery window with no resolution

Quick Decision Flowchart

How to Contact the Retailer (Scripts Included)

Start here. Most delays get resolved at the retailer level within 24-48 hours if you're polite but firm.

Best Contact Method: Chat > Email > Phone

Live chat gets fastest response (5-15 minutes). Email gets response within 4-24 hours. Phone waits can be 10-30 minutes during peak seasons. Use chat if available, email if not, phone as last resort.

What Information to Have Ready

• Order number (from confirmation email)
• Tracking number (if provided)
• Promised delivery date (from confirmation)
• Today's date (to show how many days late)
• Screenshots of tracking (optional but helpful)

Script #1: Package Is Late But Tracking Shows Movement

"Hi, my order #[ORDER NUMBER] was supposed to arrive by [DATE] but hasn't. Tracking shows it's [CURRENT STATUS] as of [LAST UPDATE DATE]. Can you check if there's a delay and provide an updated delivery estimate? If it's lost, I'd like a refund or replacement. Thanks."

What this does: States facts (order number, promised date, current status), asks for information, sets expectation for resolution. Tone is polite but direct.

Script #2: Package Hasn't Updated in 5+ Days

"Hi, my order #[ORDER NUMBER] tracking hasn't updated since [DATE]—that's [X] days with no movement. It was supposed to arrive by [PROMISED DATE]. Can you investigate with the carrier? If it's lost, I need a replacement or full refund. Please escalate this."

What this does: Emphasizes urgency (X days, no movement), mentions the promised date to establish breach, asks for specific action (investigate, replace, refund).

Script #3: Tracking Says Delivered, But You Don't Have It

"Hi, tracking shows my order #[ORDER NUMBER] was delivered on [DATE], but I never received it. I've checked with neighbors and my building—it's not here. This needs to be resolved immediately. Please investigate and either reship or refund. If it was stolen, that's a carrier issue, not mine."

What this does: Confirms you've done due diligence (checked neighbors), states urgency, clarifies liability (not your fault), demands resolution.

Pro tip: Some carriers take photos at delivery. Ask the retailer if they can access delivery photos from the carrier. If the photo shows it was left at the wrong address, that's proof for a claim.

Script #4: Follow-Up If No Response in 48 Hours

"Hi, I contacted you 2 days ago about my delayed order #[ORDER NUMBER] (see previous message below). I haven't received a response. My order was promised by [DATE] and is now [X] days late. I need resolution today—either a tracking update, replacement shipment, or full refund. Please escalate to a manager if needed."

What this does: References previous contact (shows you're tracking the conversation), restates the issue, sets a deadline (today), mentions manager escalation to signal seriousness.

When to Demand a Refund vs Replacement

Demand refund if:

• You needed it by a specific date that's now passed (gift, event, travel)
• The item is time-sensitive (perishable, holiday-specific)
• You've lost trust in the retailer's ability to fulfill
• It's been 2+ weeks past the delivery window

Accept replacement if:

• You still want the item and timing isn't critical
• Retailer offers expedited shipping at no cost
• Retailer adds a discount or freebie as apology

You're entitled to a refund if delivery was promised and missed. Don't let retailers force you to accept replacement if you'd rather have your money back.

When and How to File Carrier Claims

Most of the time, the retailer files carrier claims on your behalf. But here's what to know if you need to file directly or if the retailer asks you to document something.

When Carriers Are Liable

Carriers (USPS, UPS, FedEx, DHL) become liable once they take custody of the package and issue a tracking number. Liability events:

• Lost in transit: No tracking updates for 7+ days after initial scan
• Damaged in transit: Package arrives visibly crushed, torn, or contents broken
• Delivered to wrong address: Tracking shows delivered but GPS or photo proves different location
• Never delivered but marked delivered: Scanning error or theft by carrier employee (rare)

Carriers are NOT liable for:

• Weather delays (they'll extend delivery windows but won't compensate)
• Customs delays for international shipments (outside carrier control)
• Theft after delivery (once it's at your door, it's your responsibility—though retailers often cover this as customer service)
• Delivery to mailroom/leasing office per address instructions

USPS Claims Process

USPS requires you to wait 7 days after expected delivery for domestic mail, 30 days for international. File at usps.com/help/claims.

What you need:

• Tracking number
• Proof of value (receipt or invoice showing item cost)
• Photos of damaged packaging (if applicable)
• Seller's or recipient's info

Timeline: USPS investigates for 5-10 business days. If approved, refund goes to whoever bought the insurance (usually the retailer, not you).

Pro tip: If the retailer shipped USPS and won't file a claim, you can file as the recipient, but you'll need the retailer to provide proof of value. Most retailers just handle this themselves because it's faster.

UPS Claims Process

UPS allows claims 24 hours after expected delivery for lost packages, immediately for damaged packages. File at ups.com claims center.

What you need:

• Tracking number
• Invoice or receipt
• Photos of damage (if applicable—UPS may inspect in person)
• Shipper info (retailer usually files)

Timeline: UPS processes claims in 8-15 business days. Refund goes to shipper (retailer).

FedEx Claims Process

FedEx allows claims 60 days after shipping date for lost/damaged. File at fedex.com/claims.

What you need:

• Tracking number
• Proof of value
• Photos and description of damage
• Original packaging (FedEx may request inspection)

Timeline: FedEx investigates in 7-21 days depending on complexity. They may request the package be held for inspection before approving claims.

DHL Claims Process

DHL allows claims within 30 days. File through your DHL account or contact customer service directly.

What you need:

• Air waybill or tracking number
• Commercial invoice
• Photos of damage or documentation of loss

Timeline: DHL reviews in 10-30 days. International claims take longer due to customs documentation.

Why You Shouldn't File Carrier Claims Directly (Usually)

The retailer is better positioned to file carrier claims because:

• They have business accounts with negotiated rates and claim processes
• They bought the shipping insurance (claims pay out to them, not you)
• They can reship immediately while the claim processes in the background
• Carrier reps respond faster to business accounts than individual consumers

If the retailer refuses to help and you're stuck filing yourself, document everything: tracking screenshots, emails with the retailer, photos of damage. This documentation helps if you need to escalate to a chargeback.

Refund Timelines & Legal Obligations

Retailers have legal obligations when delivery promises are missed. Here's what you're entitled to and when.

FTC Mail Order Rule

Under US law (FTC Mail or Telephone Order Merchandise Rule), if a retailer advertises a delivery date, they must deliver by that date or notify you of delays and offer a refund if you want one. Key provisions:

• If no delivery date is stated, retailers must ship within 30 days
• If they can't meet the promised date, they must notify you and get your consent to delay
• If you don't consent, they must refund you within 7 business days (credit card) or 20 days (other payment methods)
• If they ship late without notice, you're entitled to a refund

Source: FTC Business Guidance

Retailer-Specific Refund Policies

Most major retailers exceed legal minimums to maintain customer trust. Here's what to expect:

Amazon: Immediate refund or replacement for late/lost orders. A-to-Z Guarantee protects you if third-party sellers don't comply. Refunds process within 3-5 business days.

Shopify Stores (varies by merchant): Policy depends on the individual store, but Shopify's payment terms generally require merchants to refund within 5-10 business days if delivery is missed and you request a refund.

eBay: Money Back Guarantee covers items that don't arrive. File a claim after the estimated delivery date passes. Refund within 48 hours if claim is approved.

Etsy: Case system allows you to open a case 3 days after estimated delivery. Seller has 48 hours to respond. Refund processes within 2-5 days if you win the case.

When to Demand Compensation Beyond Refund

If a delay caused you measurable harm (you had to buy a replacement elsewhere at higher cost, missed an event, incurred fees), you can request partial refund or store credit as compensation. Most retailers will offer 10-20% discount or $10-25 credit to retain goodwill.

Script: "The delay caused me to purchase a replacement at [HIGHER COST]. I'd like a partial refund of [AMOUNT] to cover the difference, or a [X%] discount on this order as compensation for the inconvenience."

Retailers aren't legally required to compensate beyond refunds, but many will if you ask politely and the request is reasonable.

Chargeback Guide: When to Dispute

Chargebacks are your nuclear option. Only use them when the retailer refuses to resolve the issue after you've given them a fair chance.

When Chargebacks Are Appropriate

File a chargeback if:

• You paid by credit card
• The retailer promised delivery by a specific date and missed it
• You contacted the retailer and they refused to refund or reship
• It's been 30+ days past the delivery window with no resolution
• The retailer stopped responding or went out of business

Reason codes: Use "Merchandise Not Received" (reason code varies by card network: Visa 13.1, Mastercard 4853, Amex C08).

How to File a Chargeback

Step 1: Call the number on the back of your credit card. Ask to dispute a charge for non-receipt of merchandise.

Step 2: Provide documentation:

• Order confirmation showing promised delivery date
• Screenshots of tracking showing delay or no delivery
• Emails/chat logs with retailer showing you requested resolution
• Photos of "delivered" status if package never arrived

Step 3: Write a dispute statement (most card issuers provide a form). Use this template:

Timeline: Card issuers must investigate within 60-90 days. You'll receive provisional credit (temporary refund) within 5-10 business days while they investigate. If approved, the credit becomes permanent. If denied, the charge is reinstated and you're notified why.

Risks and Consequences of Chargebacks

For you: Most retailers will ban your account after a chargeback. You won't be able to order from them again using the same email/address. Some retailers (Amazon, PayPal) track chargebacks across their ecosystem.

For the retailer: Chargebacks cost retailers $15-25 in fees per dispute, plus they lose the merchandise and payment. Excessive chargebacks can hurt their payment processor relationship.

Use chargebacks responsibly: Only file if you've genuinely been wronged and the retailer refused to fix it. Don't use chargebacks to avoid return policies or buyer's remorse.

Carrier-Specific Guidance (USPS, UPS, FedEx, DHL)

Each carrier has quirks in how they handle delays and claims. Here's what to expect.

USPS Delays

Common issues: "In Transit, Arriving Late," no tracking updates for days, packages stuck at regional facilities during peak season.

What to do: Wait 7 days after expected delivery before filing a claim. USPS is slower than private carriers but usually delivers eventually. If tracking shows no movement for 10+ days, contact the retailer to file a lost package claim.

Peak season note: USPS delays spike November-January. Expect 2-5 extra days beyond estimates during holidays. According to USPS projections, they process 30-40% more volume in Q4, which creates backlogs.

Who to contact: Retailer first. They have USPS business accounts and can escalate. You can also call 1-800-ASK-USPS but expect long waits.

UPS Delays

Common issues: "Exception" status (weather, missed delivery attempt, incorrect address), packages rerouted through wrong hubs, "delivery by end of day" that never arrives.

What to do: If UPS shows "Exception," check the reason. If it's a missed delivery attempt, schedule a pickup at a UPS Access Point or request redelivery via ups.com. If it's weather-related, expect 1-3 day delay. If it's address-related, contact the retailer to correct.

Who to contact: Retailer first. UPS prioritizes business accounts. You can call 1-800-PICK-UPS for tracking updates but you can't change delivery instructions unless you're the shipper (retailer).

FedEx Delays

Common issues: "Pending" status (stuck in customs or facility), "Delivery exception" (business closed, incorrect address), packages sitting at FedEx facilities for days.

What to do: FedEx often holds packages at hubs for 1-2 days for consolidation. If tracking shows "At FedEx location" for 3+ days, contact the retailer. For international shipments, customs delays can add 5-14 days—this is normal and unavoidable.

Who to contact: Retailer first. You can call 1-800-GO-FEDEX for updates but can't authorize delivery changes unless you're the shipper.

DHL Delays

Common issues: International customs clearance delays ("Customs inspection—delivery time might delay 2-10 days"), packages stuck at gateway facilities, DHL eCommerce (slower service) vs DHL Express (faster).

What to do: DHL eCommerce can take 10-20 business days for international shipments. If tracking shows customs delay, wait up to 10 days before escalating. Customs is outside DHL's control. If it's been 15+ days with no update, contact the retailer.

Who to contact: Retailer first. DHL customer service (1-800-CALL-DHL) can provide status updates but can't expedite customs.

Retailer-Specific Policies (Amazon, Shein, Etsy, More)

Here's what to expect from major retailers when packages are delayed.

Amazon

Policy: If a package doesn't arrive by the guaranteed delivery date, you can request a refund or replacement immediately. Amazon rarely disputes this.

How to resolve: Go to Your Orders → Find the order → Click "Problem with order" → Select "Package didn't arrive." Amazon will offer instant refund or replacement. No need to contact support in most cases.

A-to-Z Guarantee: Covers third-party seller orders. If the seller doesn't resolve a late delivery, file an A-to-Z claim 3 days after the expected delivery date. Amazon refunds you and charges the seller.

Tracking quirk: Amazon Logistics (their own delivery service) sometimes marks packages "delivered" when they're still on the truck. Wait 24 hours before panicking—it usually shows up.

Shein

Policy: Shein ships from China with 10-25 day delivery windows. Delays were common in 2021-2022 due to logistics changes. Current timelines are more reliable but still slow.

How to resolve: Track your order on shein.com using your order number. If it's past the delivery window, open a ticket via the app or website. Shein typically offers refund or reshipment. Be patient—responses can take 2-4 days.

Tracking quirk: Shein uses third-party logistics (often USPS or local couriers for final delivery). Tracking stops updating after it reaches the US, then restarts when USPS scans it.

Etsy

Policy: Each Etsy seller sets their own policies, but Etsy's case system protects buyers. If an item doesn't arrive, you can open a case 3 days after the estimated delivery date.

How to resolve: Contact the seller through Etsy Messages first. Most sellers will reship or refund to avoid negative reviews. If they don't respond within 48 hours or refuse, open a case. Etsy reviews evidence and typically sides with buyers if tracking shows non-delivery.

Tracking quirk: Small Etsy sellers often use first-class mail with no tracking. If you didn't pay for tracked shipping, you have less recourse. Always pay for tracking on orders over $25.

Other Major Retailers (Quick Reference)

Frequently Asked Questions

Who do I contact first if my package is late—the retailer or the carrier?

Contact the retailer first. They sold you the product and are responsible for delivery until it reaches your hands. They have direct relationships with carriers and can escalate faster than you can. Only contact the carrier directly if the retailer explicitly tells you to or if tracking shows clear carrier error (wrong address delivery with GPS proof).

How long should I wait before contacting anyone about a delay?

Wait until after the promised delivery date passes. If the order confirmation said "Delivery by December 20," and it's December 21 with no package, contact the retailer. Don't contact on December 19 just because you're anxious—they have until the end of the promised date.

Can I get a refund if my package is delayed but tracking shows it's moving?

Yes, if it's past the promised delivery date. Under FTC rules, retailers must deliver by the promised date or offer you a refund if you don't want to wait. Even if tracking shows movement, you're entitled to a refund if the deadline was missed.

What if tracking says delivered but I don't have the package?

Contact the retailer immediately. First, check with neighbors, building mail rooms, or other household members. Take photos of your porch/mailbox showing no package. The retailer will investigate—some carriers take delivery photos you can request. Most retailers will reship or refund because they have carrier insurance for this.

How long does a carrier claim take?

USPS: 5-10 business days. UPS: 8-15 business days. FedEx: 7-21 days. DHL: 10-30 days. The retailer should handle this in the background while they reship or refund you immediately. Don't wait for the carrier claim to resolve before getting your money back.

Can I file a chargeback if the retailer offers a replacement but I want a refund?

Legally, retailers must offer you a refund if they miss the delivery promise and you request one. If they refuse and only offer replacement, you have grounds for a chargeback. Document your request for a refund and their refusal.

What if my package is stuck in customs?

International shipments often face customs delays of 2-10 days, sometimes longer during peak seasons. This is normal and neither the retailer nor carrier can expedite it. If it's been 15+ days in customs, contact the retailer—they can check with the carrier or reship. Customs delays are frustrating but usually resolve eventually.

Do weather delays excuse late delivery?

Weather delays are common (hurricanes, snowstorms, floods), and carriers extend delivery estimates during these events. However, retailers are still responsible. If weather adds 5 days to your delivery and you no longer need the item, you can request a refund. Most retailers will accommodate rather than lose a customer.

What's the difference between delivery exception and delivery delay?

"Delivery exception" means something prevented normal delivery (wrong address, business closed, damaged package, weather). "Delivery delay" means the carrier is behind schedule but the package is still moving. Exceptions often require action (correct address, schedule redelivery). Delays just require patience.

How do I prove a package was never delivered?

Screenshot tracking showing "delivered" status, take photos of your porch/mailbox empty, check with neighbors and document that you asked them, request delivery photos from the carrier (through the retailer). Most retailers don't require extensive proof—they have insurance for this and err on the side of trusting customers.

Can retailers charge me a restocking fee for late delivery refunds?

No. Restocking fees apply to returns of items you received and changed your mind about. If the item never arrived or arrived late and you're entitled to a refund under FTC rules, no restocking fee applies.

What if the retailer went out of business before my order arrived?

File a chargeback immediately if you paid by credit card. If you paid by debit, PayPal, or other methods, check if those services offer buyer protection (PayPal Purchase Protection covers non-receipt). Small retailers going out of business is a known risk—always use credit cards for significant purchases for this reason.

Take Action Now

Late packages are frustrating, but they're solvable. Follow the decision tree, use the scripts, document everything, and escalate if needed. Most retailers want to keep you happy and will resolve this quickly. The few that won't—that's what chargebacks are for.

Don't let delays ruin your day. Act fast, be clear about what you want, and you'll have resolution within 48 hours in most cases.

Related Guides:

• Order Delay Help Guide: Brand & Carrier Mega-FAQ
• Holiday Customer Service Staffing Plan (For Retailers)
• 24/7 Support for Online Stores (For Retailers)