Late or missing online order? Your rights and what to do

Holiday shipping season is when late and missing packages pile up. Federal rules give you real protections when an online seller doesn't deliver. Here's what they are and what to do, step by step.

What the rule says

The FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 CFR 435.2 (the Mail, Internet, or Telephone Order Merchandise Rule)) applies to most things you order by mail, online or by phone. As the FTC: What to do if you're billed for things you never got explains:

• Sellers have to ship your order within the time they (or their ads) say, whether that's "2-Day Shipping" or "Ships Today."
• If they don't give a time, they must ship within 30 days of your order. (If you apply for credit from the seller to pay for it, they get 50 days.)
• If there's a delay, the seller has to tell you and give you the choice of agreeing to the delay or canceling for a full refund.
• If the seller doesn't ship, it must give you a full refund, not just a gift card or store credit.

Step by step: your order is late

1. Check tracking and your email (including spam) for a delay notice.
2. Contact the seller. Most businesses will fix the problem. Keep a record of every message.
3. Decide: wait or cancel. If the seller missed its promised date, you can cancel and ask for a full refund.
4. Dispute the charge if the seller won't help. The FTC: What to do if your online order never arrives recommends disputing a credit card charge as a billing error if you never got the item; if you paid by debit card, contact your bank and ask what it can do.

Package says "delivered" but it isn't there

• Check around your home, with neighbors and building staff, and wait a day; carriers sometimes mark packages delivered early.
• Contact the seller, not just the carrier. The seller is usually the one who can resend or refund.
• Use delivery options that reduce theft: pickup lockers, store pickup, or requiring a signature for expensive items.

Keep good records

The FTC suggests keeping your order confirmation, receipt, tracking number, the promised shipping date, and all emails and chats with the company. Read the seller's refund and shipping policies before you order (FTC: Online shopping).

If it might be a scam

If a "store" disappears after taking your money, report it at ReportFraud.ftc.gov and dispute the charge. Learn the warning signs in our guide to fake shopping sites.

Published October 26, 2026. We do not use affiliate links on this page; see our Affiliate Disclosure.