If you need help with your order:
If you contacted the seller more than 48 hours ago, choose Open a case so Etsy can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.
You can check the delivery status of your order on Etsy.com or the Etsy app. If the seller added a tracking number, you can use that to get detailed information about the package’s movement through the delivery company.
If you’re worried your gift may not arrive on time, you can print and share this card to let the recipient know that something special is on the way.
How to find your order’s delivery status
To find your order’s delivery status:
- Sign and go to Your account.
- Go to Purchases and reviews.
On the Etsy app:
- Go to You.
- Tap Purchases.
The dispatch status is to the right of your order.
You’ll also see an estimated delivery date showing when you can expect the order to arrive, and a tracking number, if it’s available, for your order.
What do the delivery statuses mean?
The delivery statuses on your Purchases page let you know where in the delivery process your order is. If the status is Not Dispatched, the seller hasn’t completed the order yet or didn’t update the order on Etsy.
Once the seller has completed the order and is ready to dispatch, you'll get an email dispatch notification from Etsy. On your Purchases page, your order can have one of the following statuses:
The different delivery statuses:
- Dispatched means that the seller has completed the order on Etsy and is on its way.
- Pre-transit: The seller added a tracking number and it is pending scanning at the delivery facility.
- In Transit: The seller has dispatched your order and is on its way to you.
- Delivered: The package has arrived, and you can now leave a review for your order.
If the estimated delivery date has passed and your order still shows as Not dispatched, it’s possible that the seller forgot to mark the order as complete on Etsy or hasn’t dispatched it yet. If you need clarification, go to your Purchases page and select Help with order.
How to track a package
If the seller used a delivery company that is directly supported by Etsy and has added a tracking number, you’ll see a Track Package button next to the order on your Purchases page. Select Track Package to see detailed information about your package’s status.
You can also see delivery information in the dispatch notification emails for your order. Select Track Package in the email notification to view the status of your delivery.
If your seller used a delivery company not supported by Etsy, but has provided a tracking number for the order, you can find it by selecting View Receipt next to the order on your Purchases page.
Some international or cross-border packages won’t show tracking once the order leaves the departing country. The tracking status should update when the package arrives in the destination country.
My order doesn’t have a tracking number
Not all delivery methods include tracking information. If a tracking number for your item was not provided, contact the seller for help.
How to get your delivery status or track your order without an Etsy account
If you purchased an item using guest checkout, you’ll receive a confirmation email once your order has dispatched. If your seller has included a tracking number, you can select Track your package at the top of the email.
If you checked out as a guest, you can still reach out to the seller by replying to the receipt that was emailed to you after purchase.
What to do if your order doesn’t arrive
If your order doesn’t arrive and your order qualifies, you’ll receive a full refund as part of Etsy’s Purchase Protection programme.
We recommend that you try to locate the package before you start the refund process:
- See if someone else in your household or office accepted the package.
- If the item you purchased isn’t time-sensitive, try waiting a day. Sometimes the carrier needs some extra time to deliver the package.
- Contact your local post office or delivery centre to see if the package is there.