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 shipping 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 shipping carrier.
How to find your order’s shipping status
To find your order’s shipping status:
- Sign in to Etsy.com and go to Your account, or sign in to the Etsy app and go to You.
- Go to Purchases and reviews.
- Find your order. On the Etsy app, tap your order.
You’ll see the shipping status to the right of your order. You’ll also see an estimated delivery date which should give you an idea of when you can expect the order to arrive, and a tracking number if it’s available for your order.
What do the shipping statuses mean?
The shipping statuses on your Purchases page let you know where in the shipping process your order is. If the status is Not Shipped, 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 ship, you can expect an email shipping notification from Etsy. On your Purchases page, your order can have one of the following statuses:
The different shipping statuses:
- Shipped 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 shipping facility.
- In Transit: The seller has shipped 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 shipped, it’s possible that the seller forgot to mark the order as complete on Etsy or hasn’t shipped 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 shipping carrier 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 shipping information in the shipping notification emails for your order. Select Track Package in the email notification to view the status of your delivery.
If your seller used a shipping carrier 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 shipments 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 shipping methods include tracking information. If a tracking number for your item was not provided, contact the seller for help.
How to get your shipping 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 shipped. 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 program.
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 shipping center to see if the package is there.