Navigate any order delay with this comprehensive FAQ. Brand-specific guidance for Amazon, Shein, Etsy, StockX, and more. Carrier-specific help for USPS, UPS, FedEx, DHL. Action steps for every scenario.
Let's face it—tracking a delayed package feels like watching paint dry, except the paint might be your birthday gift or that thing you needed yesterday. Every retailer and carrier has different policies, timelines, and contact methods, which makes getting help unnecessarily confusing.
This guide cuts through that confusion. It's organized by carrier (USPS, UPS, FedEx, DHL) and popular retailers (Amazon, Shein, AliExpress, Etsy, StockX, and more). Find your specific scenario, see what it means, and get exact action steps with contact information.
No fluff, no generic advice. Just the facts you need to resolve your specific delay right now.
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Jump to Your Scenario:
Universal Decision Tree for Order Delays
If your order is late, start here to determine who to contact first: Confirm the merchant's promised delivery window, check current tracking status, then escalate in this order: retailer → carrier → card issuer. Most delays resolve at the merchant level if addressed before the delivery window closes completely.
The key question: Who has custody of your package right now?
| Tracking Shows | Who to Contact First | Escalation Timer |
|---|---|---|
| Label created, no pickup | Merchant (hasn't shipped) | Contact immediately if past ship date |
| In transit, updating normally | Wait until promised date | Contact merchant on promised date if not delivered |
| In transit, no updates 3+ days | Merchant, request claim filing | Contact immediately, escalate after 7 days |
| Delayed in transit | Merchant for resolution | Contact immediately for status update |
| Out for delivery (stuck) | Carrier directly | Call carrier same day if stuck 2+ days |
| Delivered (but not received) | Carrier + Merchant | File misdelivery within 24 hours |
| Customs clearance | Wait 2-10 days, then Merchant | Normal for international; contact after 10 days |
Read more: For detailed contact scripts and escalation strategies, see our how to get help with order delays guide.
USPS Delay Scenarios
USPS: "In Transit, Arriving Late"
What it means: USPS acknowledges your package is delayed but still moving through their network. This status appears when they can't meet the original delivery estimate.
What to do: Wait 3-5 business days—packages often arrive despite this status. If it passes the merchant's promised delivery date, contact the merchant for compensation or expedited replacement.
Contact: Merchant first. If no resolution after 5 business days, file USPS claim at USPS Claims.
Timeline: USPS claims take 5-10 business days to investigate.
USPS: Tracking Not Updating (No Scans for 5+ Days)
What it means: Package might be lost, mislabeled, or stuck at a facility without scans. Common after initial acceptance scan.
What to do: Contact merchant immediately—request they file a missing mail search with USPS. After 7 days with no updates, request refund or replacement from merchant.
Contact: Merchant to file claim. You can also call USPS customer service at 1-800-275-8777 with your tracking number.
Script: "My USPS tracking [NUMBER] hasn't updated since [DATE]. Can you help locate this package or confirm if it's lost?"
USPS: "Delivered" But Not Received
What it means: Driver scanned it delivered but you never received it—possible misdelivery, theft, or scan error.
What to do: Check with neighbors, mailroom, front desk. If confirmed missing, file USPS misdelivery complaint within 24 hours. Also contact merchant for replacement—they're responsible even if USPS says delivered.
Contact: File complaint at USPS Contact Form. Contact merchant immediately for replacement/refund.
USPS: Two-Day Shipping Late (Priority Mail)
What it means: Priority Mail has 1-3 day delivery estimates but isn't guaranteed. Delays happen during high volume periods.
What to do: Contact merchant if it exceeds their promised delivery date. USPS doesn't refund Priority Mail delays (only Priority Mail Express is guaranteed).
Contact: Merchant for resolution. Request partial refund or account credit for inconvenience.
USPS: Package Lost or Damaged
What it means: Tracking shows delivery but package arrived damaged, or tracking stopped updating and USPS confirms loss.
What to do: Merchant must file claim with USPS. Keep all packaging and take photos of damage before opening fully. USPS covers up to $50-100 by default; higher amounts need insurance.
Timeline: 5-10 business days for USPS claim resolution. Merchant should refund/replace immediately, then pursue claim reimbursement.
UPS Delay Scenarios
UPS: "Delayed in Transit" or No Tracking Updates
What it means: Package stuck at UPS facility—could be weather, facility capacity, mislabel, or potential loss.
What to do: If no updates for 2+ business days, contact merchant to file UPS claim. If past promised delivery date, request refund or expedited replacement.
Contact: Merchant files claim. You can call UPS customer service at 1-800-742-5877 for package location updates.
Script: "My UPS tracking [NUMBER] shows delayed in transit since [DATE]. Can you provide an updated delivery estimate or confirm the package location?"
UPS: "Delivery Exception" (Weather, Address Issue)
What it means: UPS encountered a problem preventing delivery—weather, incorrect address, business closed, access issue, or damaged label.
What to do: Check the exception reason in tracking details. If address issue, contact UPS immediately to correct. If weather, expect 1-3 day delay. If repeated exceptions, contact merchant for resolution.
Contact: Call UPS at 1-800-742-5877 to resolve exception. If unresolved after 2 attempts, contact merchant for replacement/refund.
UPS: "Out for Delivery" Stuck for Multiple Days
What it means: Driver has package but hasn't delivered—route issues, vehicle problems, or repeated delivery attempts failed.
What to do: Call UPS same day if stuck on "out for delivery" 2+ days. Request supervisor escalation. Ask for delivery window or pickup location option.
Contact: UPS customer service at 1-800-742-5877. Have tracking number ready and request immediate delivery or pickup authorization.
UPS: One-Day Shipping Late (Next Day Air)
What it means: UPS Next Day Air is guaranteed—if late, you're entitled to shipping refund.
What to do: Contact merchant immediately to request UPS shipping refund (merchant must file). Merchant should credit you or issue partial refund. UPS guarantees Next Day Air, 2nd Day Air, and 3 Day Select.
Timeline: Merchants file for refund at UPS Claims. Refund processed to merchant, who should pass to you.
UPS: International Shipping Delays
What it means: International UPS packages face customs clearance, documentation delays, or destination country processing.
What to do: Customs delays of 2-10 business days are normal. If tracking shows "clearance delay" beyond 10 days, contact merchant to confirm documentation was filed correctly.
Contact: Merchant first. UPS international customer service: 1-800-782-7892 for customs status updates.
FedEx Delay Scenarios
FedEx: "In Transit" with No Updates (5+ Days)
What it means: Package stuck at FedEx facility without scans—possible mislabel, facility bottleneck, or loss.
What to do: Contact merchant after 5 days with no updates. Request they file FedEx claim or provide expedited replacement. Past promised delivery date = immediate refund eligibility.
Contact: Merchant files claim. Call FedEx customer service at 1-800-463-3339 for package tracer request.
Script: "My FedEx tracking [NUMBER] hasn't updated since [DATE]. Can you initiate a package tracer to locate it?"
FedEx: "Delivery Exception" (Various Reasons)
What it means: Similar to UPS—weather, incorrect address, business closed, customer not available, damaged package.
What to do: Review exception details in tracking. Correct address issues immediately with FedEx. Weather exceptions resolve in 1-2 days. Repeated "customer not available" may require signature waiver or pickup.
Contact: FedEx at 1-800-463-3339 to resolve exception. Request delivery window or authorize signature release if appropriate.
FedEx: Two-Day Shipping Delayed (FedEx 2Day)
What it means: FedEx 2Day is guaranteed service—if late, shipping charges should be refunded.
What to do: Contact merchant to request FedEx guarantee refund. Merchant files claim and should credit your account or provide compensation.
Contact: Merchant first. FedEx guarantee claims at FedEx Money Back Guarantee.
FedEx: "Clearance Delay" (International)
What it means: Package held at customs for inspection, duty payment, or documentation review.
What to do: Normal clearance takes 2-7 business days. If longer, contact merchant to verify commercial invoice and customs paperwork filed correctly. You may need to pay duties before release.
Contact: FedEx International Customer Service: 1-800-247-4747. Ask for customs status and required documentation.
FedEx: Package "Damaged" in Transit
What it means: FedEx scanned package as damaged—contents may be affected.
What to do: DO NOT fully open package. Take photos of all packaging and visible damage. Contact merchant immediately for replacement/refund. Merchant files damage claim with FedEx.
Timeline: FedEx investigates damage claims in 5-10 business days. Keep all packaging until claim resolves.
DHL & International Carrier Delays
DHL: "Customs Clearance Processing"
What it means: Package at destination country customs awaiting inspection, duty payment, or clearance approval.
What to do: Wait 2-10 business days for normal customs processing. Check if duties are owed—you may receive notice to pay before release. If stuck beyond 10 days, contact merchant for paperwork verification.
Contact: DHL customer service at 1-800-225-5345. Merchant can expedite by providing additional documentation.
DHL: "Held for Inspection" (Extended Delay)
What it means: Customs inspecting package contents—random or triggered by declared value, product type, or origin country.
What to do: Inspection adds 2-10 days typically. Merchant may need to provide invoices, product certifications, or detailed contents description. If inspection exceeds 15 days, request merchant escalate with DHL.
DHL: International Shipping Delays (General)
What it means: International DHL shipments face multiple handoffs—origin country processing, flight schedules, destination customs, final delivery.
Expected timelines: DHL Express International: 1-3 business days; DHL eCommerce: 5-15 business days depending on origin.
What to do: Check merchant's promised delivery window—international shipping estimates are ranges, not guarantees. Contact merchant if tracking stalls 7+ days without updates.
Asendia Shipping Delays
What it means: Asendia handles international economy shipments—often used for low-cost items from Europe to US.
Expected timeline: 10-21 business days typical. Tracking often stops updating after origin country departure until USPS takes over domestically.
What to do: Track via Asendia Tracking and USPS once it enters US. Contact merchant if no delivery within promised window.
Pitney Bowes Shipping Delays
What it means: Pitney Bowes consolidates international packages—tracking gaps are common during consolidation phase.
Expected timeline: 15-30 business days for economy international. Once USPS takes over, tracking becomes more reliable.
What to do: Use Pitney Bowes Tracking. Contact merchant if exceeds 30 days or tracking shows no movement for 14+ days.
Canada Post Tracking Delays
What it means: Canada Post handles Canadian domestic and inbound international shipments.
What to do: Tracking at Canada Post Tracking. For cross-border shipments to US, expect 7-14 business days plus potential customs delays.
Amazon Order Delays
Amazon: "Order Running Late" Notification
What it means: Amazon acknowledges delay but hasn't breached guarantee yet. Typically means carrier delay or fulfillment issue.
What to do: Wait until guaranteed delivery date passes. If Prime order and guarantee missed, contact Amazon for refund or shipping credit.
Contact: Amazon customer service via chat (fastest) or phone: 1-888-280-4331. Request account credit or replacement.
Amazon: Package "Delayed in Transit" (Carrier Issues)
What it means: Amazon-shipped package stuck with carrier (USPS, UPS, FedEx, or Amazon Logistics).
What to do: Contact Amazon, not the carrier. Amazon handles all carrier issues on your behalf. If past guarantee date, request refund or free expedited replacement.
Timeline: Amazon typically offers immediate refund/replacement if guarantee date passed. No waiting for carrier claim resolution.
Amazon: "Not Yet Shipped" After Order Date
What it means: Item out of stock, fulfillment delay, or processing issue. Amazon should notify you of delays.
What to do: If not shipped by promised ship date, contact Amazon for updated timeline. You can cancel for full refund if unacceptable.
Your rights: Amazon must ship within advertised timeframe or allow cancellation with full refund.
Amazon: Prime 2-Day Late
What it means: Prime guaranteed 2-day delivery missed—entitles you to compensation.
What to do: Contact Amazon immediately after guarantee window closes. Request Prime membership credit (typically 1 month) or account credit ($5-10). Amazon usually credits automatically for Prime delivery failures.
Amazon: Package "Delivered" But Not Received
What it means: Driver marked delivered but you didn't receive it—theft, misdelivery, or scan error.
What to do: Check all delivery locations (porch, mailbox, garage, neighbors). Contact Amazon within 24 hours if confirmed missing. Amazon refunds or replaces immediately for most orders.
Contact: Amazon chat or phone. They file carrier investigation but don't make you wait—immediate replacement/refund typically provided.
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Shein Order Delays
Shein: "Delayed Logistics Company" Status
What it means: Shein's logistics partner (typically international consolidators) experiencing delays. Common during peak periods.
Expected timeline: Shein ships from China—standard shipping takes 10-21 business days, express 5-10 days.
What to do: Wait until estimated delivery window closes. Track via Shein app or Shein Order Tracking. If exceeds window, contact Shein support for refund or reshipment.
Shein: Package "Stuck" in Origin Country
What it means: Package hasn't left China yet—customs export processing or awaiting flight space.
What to do: Normal for Shein economy shipping. If no updates for 15+ days, contact Shein via app chat or email:
Script: "My order [ORDER#] shows no tracking updates since [DATE]. Can you provide current status and updated delivery estimate?"
Shein: 2021/2022 Shipping Delays (Context)
Historical context: Shein faced major delays in 2021-2022 due to pandemic logistics bottlenecks. Delays of 30-60 days were common.
Current state (2025): Shipping has normalized. Standard delivery runs 10-21 days, express 5-10 days. If your order exceeds these windows, contact support.
Shein: How to Get Refund for Late Delivery
What to do: If package doesn't arrive within estimated delivery window shown at checkout, contact Shein support via app chat. Request refund or reshipment.
Shein policy: Refunds issued if delivery exceeds maximum estimated timeframe by 10+ days. Partial refunds for minor delays may be offered as coupon credit.
Contact: Shein app chat (fastest) or email
AliExpress Order Delays
AliExpress: "Delayed Shipping" (General)
What it means: Seller hasn't shipped or package stuck in transit. AliExpress uses various carriers—tracking reliability varies.
Expected timeline: Standard AliExpress shipping: 15-45 days depending on origin and destination. Premium shipping: 7-15 days.
What to do: Check delivery estimate in your order details. If tracking shows no updates for 30+ days or exceeds estimate, open dispute via AliExpress Orders.
AliExpress: No Tracking Updates (Package Lost?)
What it means: Tracking stopped updating—possible loss, customs hold, or carrier handoff gap.
What to do: Wait until buyer protection deadline approaches. If no delivery by 5 days before deadline, open dispute for refund. AliExpress sides with buyers on non-delivery disputes if tracking doesn't show delivery.
Contact: Message seller via AliExpress app first. If no response in 3 days, open dispute immediately.
AliExpress: How to Open Buyer Protection Dispute
When to open: Package not delivered by buyer protection deadline, or tracking shows no movement for 30+ days.
How to open: Go to your order → "Open Dispute" → Select reason: "Product not received" → Provide evidence: tracking screenshots, timeline, seller communication.
Timeline: Seller has 5 days to respond. If no resolution, AliExpress mediates. Most non-delivery disputes favor buyer with full refund.
AliExpress: 2022 Delay Context (Post-Pandemic)
Historical context: 2022 saw extended AliExpress shipping times (60-90 days) due to pandemic logistics and China lockdowns.
Current state (2025): Shipping normalized to 15-45 days standard, 7-15 days premium. Open disputes if your order exceeds the delivery estimate by 10+ days.
Other Major Retailer Delays
Etsy: Shipping Delay (Custom/Handmade Items)
What it means: Etsy sellers are independent—processing times vary from 1-6 weeks for custom items.
What to do: Check "estimated delivery" in your order confirmation. If seller hasn't shipped by processing deadline, contact via Etsy messages. If no response in 48 hours, open case at Etsy Resolution Center.
Your rights: Etsy requires sellers to ship within stated processing time or notify you of delays. Non-delivery after reasonable time = full refund.
StockX: Late Shipping (Authentication Delays)
What it means: StockX verifies authenticity before shipping—adds 7-12 business days to delivery.
Expected timeline: Seller ships to StockX (2-3 days) → authentication (4-7 days) → ships to you (3-5 days) = 9-15 business days total.
What to do: Track via StockX Orders. If exceeds 15 business days with no delivery, contact
Patagonia: Order Delay
What to do: Contact Patagonia customer service at 1-800-638-6464 or via Patagonia Help. Patagonia typically ships within 1-3 business days—delays are rare.
Common issue: Out of stock items may delay entire order. Request they ship available items separately.
Everlane: Shipping Delay
What to do: Contact Everlane at
Eddie Bauer: Order Delay
What to do: Call 1-800-426-8020 or email via Eddie Bauer Customer Service. Standard delivery: 5-8 business days.
Fanatics: Sports Merchandise Delay
What to do: Contact Fanatics at 1-877-335-4466 or Fanatics Help. Custom jerseys may take 2-4 weeks; standard items ship within 1-3 days.
Foot Locker: Sneaker Order Delay
What to do: Call 1-800-991-6815 or check Foot Locker Orders. High-demand sneakers may experience processing delays during releases.
Samsung: Electronics Order Delay
What to do: Contact Samsung at 1-800-726-7864 or track via Samsung Order Support. Pre-orders may ship later than expected—check confirmation email for date.
Google Store: Device Order Delay
What to do: Visit Google Store Order Status or contact via Google Store Support. Pre-orders and new releases often have delayed shipping.
Bonobos: Clothing Order Delay
What to do: Email
Gymshark: Fitness Apparel Delay
What to do: Contact via Gymshark Support. International shipping from UK: 7-14 business days typical.
Shutterfly: Photo Product Delay
What to do: Call 1-888-225-7159 or check Shutterfly Orders. Custom products (photo books, cards) take 5-10 business days to produce before shipping.
Shopee: Southeast Asia Marketplace Delays
What it means: Shopee operates in SE Asia—shipping times vary by seller location and destination.
What to do: Track via Shopee app. If delivery exceeds estimate, contact seller via chat. If unresolved, file return/refund request through Shopee Guarantee.
Gogo Express: Philippines Logistics
What it means: Gogo Express handles domestic Philippines deliveries—metro Manila typically 1-3 days, provincial 3-7 days.
What to do: Track via Gogo Express site or contact seller. For delays beyond 7 days, request merchant to escalate with Gogo directly.
Customs & International Delay Issues
"Customs Clearance" Stuck (2-10+ Days)
What it means: Package held at destination country customs for inspection, duties calculation, or documentation review.
Normal timeline: 2-10 business days for clearance. Longer during holidays or high-volume periods.
What to do: Wait 10 business days before escalating. Check if customs duties are owed—you may receive notice to pay before release. Contact merchant after 10 days to verify all customs paperwork filed correctly.
"Inspection Might Delay Delivery 2-10 Days"
What it means: Customs flagged package for detailed inspection—could be random or triggered by product type, value, or origin country.
What to do: This is normal. Wait the full 10 business days. If tracking doesn't update after 10 days, contact merchant to provide additional documentation to customs if needed.
International Shipping Delay (General)
Expected timelines by service:
- Express (DHL, FedEx International Priority, UPS Worldwide Express): 1-3 business days + customs
- Standard (DHL eCommerce, USPS Priority Mail International): 6-10 business days + customs
- Economy (ePacket, AliExpress Standard, Shein Standard): 15-30 business days + customs
What to do: Always check merchant's estimated delivery range. Contact merchant if tracking shows no updates for 14+ days or exceeds the promised window by 7+ days.
Canada Post to US Delays
What it means: Cross-border shipments from Canada to US typically take 7-14 business days including customs clearance at US border.
What to do: Track via Canada Post until it enters US, then use USPS tracking. If stuck at customs (ISC facility) for 10+ days, contact merchant to verify customs forms.
Frequently Asked Questions
How long should I wait before contacting someone about a delayed international order?
Wait until the merchant's estimated delivery window closes. For international orders, add 7-10 days buffer for customs clearance. If tracking shows no updates for 14+ days or you're 7+ days past the estimated delivery, contact the merchant immediately with your order details and tracking screenshots.
What does "in transit, arriving late" actually mean?
This USPS status means your package is delayed but still moving through their network. It's an acknowledgment they can't meet the original delivery estimate. Wait 3-5 business days—packages often arrive despite this status. If it passes the merchant's promised date, contact them for resolution.
My Amazon package says "running late" - what should I do?
Wait until the guaranteed delivery date passes. If it's a Prime order and the guarantee is missed, contact Amazon immediately via chat or phone. They typically offer Prime membership credit (1 month) or account credit ($5-10) automatically. Request immediate replacement if item is needed urgently.
How do I know if my package is actually lost versus just delayed?
A package is likely lost if: tracking hasn't updated in 7+ business days (domestic) or 14+ days (international), carrier confirms they can't locate it, or it's been 10+ days past the promised delivery with no carrier updates. Contact the merchant to file a claim after meeting these thresholds.
Why is my Shein order taking so long?
Shein ships from China using economy or express international shipping. Standard delivery takes 10-21 business days, express takes 5-10 days. Customs clearance adds 2-7 days. Track via the Shein app. If your order exceeds the estimated delivery window by 7+ days, contact Shein support for a refund or reshipment.
What should I do if my package is stuck in customs?
Customs clearance normally takes 2-10 business days. Wait the full 10 days before escalating. Check if you owe customs duties—you may need to pay before release. If stuck beyond 10 days, contact the merchant to verify all customs documentation was filed correctly. They can provide additional paperwork to expedite.
Can I get a refund for a late delivery?
Yes, if the merchant missed their advertised delivery date. Contact them citing FTC rules requiring delivery within promised timeframes. Request full refund, partial refund, or account credit. For guaranteed services (Amazon Prime, UPS Next Day, FedEx Express), you're entitled to shipping refunds automatically.
How do I open a dispute on AliExpress for late delivery?
Wait until 5 days before your buyer protection deadline expires. Go to your order → "Open Dispute" → select "Product not received" → upload tracking screenshots and timeline. Seller has 5 days to respond. If no resolution, AliExpress mediates and typically issues full refund if tracking doesn't show delivery.
What information do I need when contacting about a delay?
Have ready: order number, order date, promised delivery date, tracking number, current tracking status screenshot, and description of the issue. This information speeds resolution significantly. Keep records of all communications with dates and representative names for escalation purposes.
Should I contact the carrier or merchant first?
Contact the merchant first in almost all cases—they're responsible for ensuring delivery. Only contact the carrier directly for: "out for delivery" stuck multiple days, delivery exceptions you can immediately resolve (address correction), or confirmed misdelivery. The merchant should file carrier claims on your behalf.
Conclusion
Order delays are frustrating, but every scenario has a resolution path if you contact the right party with clear information. Most delays resolve at the merchant level when you provide order details, tracking screenshots, and specific requests for refund or replacement.
The key principles: know who has custody of your package (merchant vs carrier), understand the promised delivery timeline, and escalate systematically when initial contact fails. Keep documentation of all communications—it's critical for chargebacks if merchant resolution fails.
Key Takeaways:
- Contact merchants first for most delays—they're responsible for ensuring delivery regardless of carrier issues
- Wait appropriate timelines before escalating: 3-5 days domestic, 7-14 days international, 2-10 days customs clearance
- Track via carrier-specific sites for most accurate updates—merchant sites often lag
- Know your rights: FTC requires merchants deliver within promised timeframes or issue refunds upon request
- File carrier claims through merchants when tracking confirms loss or damage in carrier custody
Use this guide as your reference for any delay scenario. Find your specific carrier or retailer, follow the action steps, and use the contact information provided. Most issues resolve within 3-5 business days when handled correctly.
Continue Learning:
- How to Get Help with Order Delays: Complete Guide
- Holiday Customer Service Staffing Plan
- Holiday Customer Service Tips for Ecommerce
- 24/7 Support for Online Stores
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