What Do I Do If I Didn’t Receive My Order?

Quick answer

You can check if your order has dispatched by going to Purchases and reviews. You’ll see either Not dispatched, dispatched, or Delivered to the right of your order. If your order is not dispatched, or is marked as delivered but you didn’t receive it, you can reach out to the seller for help:

Contact seller

If you haven’t received your order, you should check if the shop dispatched your order yet. To check if your order was dispatched:

  1. On Etsy.com, go to Your account. On the Etsy app, tap You.
  2. Go to Purchases and reviews.
  3. To the right of your order, you’ll see either Not DispatchedDispatched, or Delivered.

Items on Etsy include processing times that the sellers set to let you know how soon they can dispatched an order. Check the processing time or estimated delivery date to know when the item should have been dispatched. 

If your item is Dispatched, check if the seller added tracking information. Tracking information is provided by the delivery company and usually provides updates on where your order is in transit.

If no tracking information was provided, contact the seller to see if they have tracking information for your order.

If your order is Not dispatched or Dispatched and no tracking information was provided, you may want to open a case.

Learn what to do if an order may be lost in the mail.

If your order is Delivered but you haven’t actually received the item, there are a few things you can do. 

  • Check with neighbours to see if the package was delivered to them accidentally. 
  • Contact your local post office for help locating the package. Provide them with the tracking number, delivery service name, and your delivery address. You may have to reach out to the seller to get some of these details.
  • Ask the seller if they’ll assist you by opening a claim with the delivery service.

I have questions about my order status

If you need help with an order, the seller you purchased your order from is the best person to help you. Each seller on Etsy manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.

The seller wasn’t able to help me

If the seller is unable to help you, your next step is to open a case about your order. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.

I checked out as a guest

If you checked out as a guest, you can claim your order to get help.

  1. Open your email inbox.
  2. Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com.
  3. Select View your order.
  4. Follow the steps to sign in or create an Etsy account. The account you link your guest order to must have the same email address that you used for your guest order. Your order is automatically connected to your Etsy account.
  5. Once you’ve claimed your order, you can choose that order and contact the seller for help.

I’m having trouble claiming my order

If you're having trouble claiming an order, it's possible you placed your order using an email address that you can no longer access. Learn what to do to resolve this issue.

I still need help

If you messaged the seller, and opened a case, and you didn’t receive the help you need, select Contact support at the bottom of this page and we'd be happy to help.

If your order hasn’t arrived yet, you can check its dispatch status. 

If the order hasn’t arrived by its estimated delivery date, you may want to open a case.

You can check your order’s tracking information on the Purchases page. Next to your order, you’ll see the delivery status.

If the seller added tracking information, you’ll see Track Package under the delivery status. Click Track Package to see tracking updates from the delivery company.

If your order is Not Dispatched yet, you can contact the seller to check in on the order.

A case is a formal way to file a complaint against a shop. You can open a case after the date when your order should arrive.

To start a case, choose Help with order next to the order on your Purchases page. Click Open a case at the bottom of the page.

If you don’t see the option to open a case, it may be too soon to file a case.

Open a case

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