Check your item's delivery information

If your item hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history. You'll be able see the item's expected delivery date, and the address it's being shipped to.

What to do if your item is being delivered to the wrong address

If the shipping address you provided during checkout is incorrect, select Contact the seller on the order's delivery information page and see if they'll cancel the order. They can then relist the item for you to repurchase with the correct address.

If the seller has already shipped the item, they won't be able to change the shipping address. If possible, we recommend trying to collect your package from the original address.

Let the seller know your item hasn't arrived

If the estimated delivery date for your item has passed, and you still haven't received your item, let the seller know. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your item.

Once you've told them there's a problem, the seller has 3 business days to provide a delivery update, offer a replacement, or give you a refund.

You can also report an item that hasn't arrived through My spandooly - see the instructions below to find out how:

Once you've let the seller know, you can check on the status of your request at any time.

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Get your refund

If the seller offers to give you your money back, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

If your item arrives after you've received a refund

Ask Spandooly to step in and help

Most of the time, if your item hasn't arrived, the seller will resolve your issue for you. However, if after 3 business days the seller hasn't been able to resolve your problem, you can ask us to step in and help.

Learn more about asking spandooly for help.

Canceling your case

If your item arrives, you can choose to cancel your case. Here's how to cancel a case:

1. Go to your Purchase history and find the item.
2. Select See request details in the More actions dropdown menu.
3. Select Close your request and choose your reason from the dropdown menu.

It's important to make sure you're certain you want to cancel a case, as you won't be able to re-open it once it's been closed.