If an international online order sent to the United States is late, damaged, missing, or held in customs, preserve the evidence and contact the seller in writing first. Then use the route that matches the broken promise: the seller's ship date, the carrier's claim process, the marketplace's buyer-protection case, or your payment provider's dispute process.

There's no single international shipping deadline. The seller's shipping promise, carrier terms, customs rules, marketplace policy, and payment method can all control different parts of the dispute.

For U.S. online purchases, the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule generally focuses on whether the seller ships within the time it advertised. It doesn't guarantee that a carrier or customs office will deliver the package by a particular date. For qualifying credit-card billing errors, a separate federal process generally requires a written dispute within 60 days of the statement containing the error.

Identify the problem before choosing a remedy

A customs delay isn't automatically a carrier loss. A tracking scan doesn't prove the seller met its promised shipment date. Separate those events so your complaint targets the right party.

1. Save the order terms before they change

Before the product page changes or the marketplace case closes, save copies of:

• The order confirmation and receipt
• The product page and checkout page
• The promised ship date and delivery estimate
• The seller's name, location, and contact details
• Shipping, return, refund, and customs terms
• The tracking number and complete tracking history
• Any reference to duties, taxes, brokerage, or import fees
• Your card statement or other payment record
• The marketplace's claim or buyer-protection deadline

Pay close attention to the difference between "ships in" and "arrives in." A statement such as "ships within 72 hours" usually describes when the seller will hand the package to a carrier. It doesn't promise delivery within 72 hours.

For a U.S. order, the FTC Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule explains that a seller must have a reasonable basis for the shipping time it advertises. If no shipping time is stated, the rule generally uses a 30-day default. If the seller can't ship on time, the rule's delay-notice, cancellation, and refund procedures may apply. The detailed rule appears in 16 CFR Part 435.

The rule addresses the seller's shipment representation. It doesn't create one universal deadline for every international carrier claim, and applying U.S. protections against a seller located abroad may be difficult.

2. Build an evidence file

Create one folder with a simple timeline. Record:

1. The date you placed and paid for the order
2. The seller's promised shipment or delivery date
3. The actual dispatch date, if shown
4. Each significant tracking event
5. The date you contacted the seller or carrier
6. Any response, refund offer, revised date, or denial
7. The remedy you requested

For a damaged package, photograph the shipping label, every side of the outer packaging, internal padding, and the product itself. Keep the box and packing materials until the seller, carrier, or insurer tells you they're no longer needed. Don't repair, discard, or return the item before documenting it.

For a missing package, save the tracking page showing the last scan or delivery status. Check whether the address, apartment number, and delivery instructions were correct. If the status says delivered, ask the carrier whether it has a delivery photo, location data, or a record of where the parcel was left.

For a customs hold, keep the notice, invoice, requested identification, duty calculation, and any message from a broker. Verify payment requests through the carrier's official website or the seller's order page rather than through an unexpected text or email link.

Use copies when submitting evidence. Keep the originals, especially receipts, invoices, photographs, and formal notices.

3. Contact the seller in writing

The seller is usually the best first contact because it accepted the order and may be the only party authorized to open a carrier claim. Some carriers won't pay a claim filed by the recipient, particularly for international shipments.

Ask the seller to confirm:

• Whether the item was actually dispatched
• The carrier claim or investigation number
• The carrier's response deadline
• Whether a replacement or refund is available
• Who is responsible for return postage, duties, or brokerage charges
• Whether the seller needs the package preserved for inspection

Keep the message factual. Include the order number, tracking number, relevant dates, and the result you want. For example:

Subject: Order [number] - request for resolution

I paid for [item] on [date]. The order was represented as shipping by [date], and the current tracking status is [status]. The package was [not shipped, not delivered, damaged, or held by customs].

I'm requesting [a refund or replacement] and a written update by [date]. I've attached the order confirmation, tracking history, photographs, and prior correspondence. Please also provide any carrier claim number and the deadline that applies.

A phone call can be useful, but follow it with an email summarizing what was said. Don't let a seller's promise to look into the issue cause you to miss a marketplace or payment deadline.

What to do when the package is late or missing

Compare the seller's shipment promise with the tracking record before deciding where to escalate.

• If the seller hasn't dispatched the order by the promised date, ask for cancellation or the remedy provided in the order terms.
• If the seller dispatched it on time but the carrier is delayed, ask the seller to open a trace or carrier investigation.
• If tracking hasn't changed for several days, ask when the carrier will classify the shipment as lost and when a claim can be filed.
• If the package is marked delivered, check the delivery location and contact the carrier promptly.
• If the seller asks you to wait, request a specific follow-up date in writing.

Don't assume that a carrier delay automatically gives you a refund under one global law. Your options may come from the seller's policy, the marketplace's protection program, the purchase contract, or your payment provider's rules.

If you paid by credit card, don't wait indefinitely for the carrier investigation. A payment-dispute deadline can run while the seller is still investigating.

What to do when the item arrives damaged

Notify both the seller and carrier as soon as you discover the damage. Some shipping terms require prompt notice, and delay can make it harder to show when the damage occurred.

Send:

• Clear photographs of the package before opening, if available
• Photographs of the shipping label and tracking number
• Photographs of the product and internal packaging
• A description of the damage and whether the product works
• The purchase receipt and the amount you're claiming
• A repair estimate or replacement price, if relevant

Don't sign a statement saying the package was received in good condition if you haven't inspected it. If a delivery worker is still present, note visible damage on the delivery record when the carrier allows it. That note can help, but its absence doesn't automatically decide the claim.

Shipping insurance, carrier liability, and the seller's refund policy are separate issues. A carrier may limit what it pays, while the seller or marketplace may offer a different remedy. Ask who will handle the claim before accepting a settlement or signing a release.

What to do when customs is holding the order

Find out why the shipment is being held. Common possibilities include missing documents, an incorrect description, an unpaid duty, an address problem, a restricted product, or a request for additional information.

Contact the seller and the carrier's broker with these questions:

• What document or payment is missing?
• Who is listed as the importer?
• Are duties and taxes included in the checkout price?
• Is the package waiting for my response, the seller's response, or a government decision?
• What happens if the shipment is refused or returned?
• Will a return affect the refund?

Terms such as DDP and DAP can change who handles import clearance and duties. In broad terms, DDP generally places import clearance and duties with the seller, while DAP generally leaves those obligations with the buyer. The named delivery term, checkout disclosures, seller policy, and destination-country rules control the actual result.

FOB and CIF can also be misunderstood. For these sea-shipping terms, risk can transfer at the port of shipment even when the seller pays for some transport or insurance. These are commercial allocation terms. They don't automatically determine whether a U.S. card issuer approves a billing dispute or whether a marketplace grants a refund.

Don't submit an inaccurate invoice or product description to reduce customs charges. If you receive a formal seizure or prohibited-goods notice, follow the instructions from the issuing agency and ask the seller how its refund policy applies. A customs hold and a customs seizure aren't the same event.

Use a credit-card dispute carefully

If the seller charged you for merchandise that never arrived or wasn't delivered as agreed, contact the seller promptly and contact your credit-card issuer before the deadline expires.

For a qualifying credit-card billing error, the FTC consumer guidance on billing errors says to dispute the charge in writing within 60 days after the statement containing the error was sent. Send the letter to the issuer's billing-dispute address, which may be different from the regular payment address. The FTC sample dispute letter can help organize the request.

Include:

• Your name and account number
• The transaction date and exact amount
• The merchant name
• The order and tracking numbers
• The promised shipment or delivery date
• A concise description of what went wrong
• Your attempts to resolve the issue with the seller
• Copies of supporting documents
• The refund or correction you're requesting

The FTC says the issuer generally must acknowledge a written dispute within 30 days unless it has already resolved it, and resolve it within two billing cycles, but no more than 90 days. You don't have to pay the disputed amount and related finance or other charges during the investigation. Follow the issuer's instructions for any undisputed portion of the bill.

Some issuers may extend the 60-day period when a shipment is delayed, but don't rely on an extension unless the issuer confirms it. This process also isn't the same for every payment method. Debit cards, prepaid cards, bank transfers, payment apps, cryptocurrency, and wire transfers have different protections and procedures. Contact the provider immediately and ask for its specific process. Don't describe an authorized purchase as unauthorized simply because the shipment is late.

A chargeback also isn't a guaranteed refund. The issuer reviews the evidence, and the seller may respond with tracking, delivery confirmation, or its terms.

Check carrier and marketplace deadlines

International claims can involve the carrier's service terms, transport method, insurance, and an applicable international convention. Sea, air, and road shipments may have different notice periods, liability limits, and claim documents. There's no reliable universal rule that every claim must be filed within three days or 90 days.

File the carrier claim as soon as the problem is clear, even if you're still negotiating with the seller. Ask for the deadline in writing and keep the claim number.

Carrier pages are also service-specific. For example, the USPS claims page describes domestic and APO, FPO, and DPO claims, including a 60-day filing period and 30-day appeal periods. Those figures shouldn't be copied automatically onto an international parcel unless the applicable USPS service terms say they apply.

If you bought through a marketplace, open its case before the platform deadline. Keep messages and documents inside the platform where possible. Marketplace protection is a company policy, not the same thing as a federal billing right, and policies can vary by country, seller type, product, and payment method.

Consider arbitration only after checking the contract

Routine consumer shipping claims usually start with the seller, marketplace, carrier, and payment provider, not arbitration. If an agreement contains an arbitration clause, read it for:

• The required notice method
• The filing deadline
• The named arbitration provider
• Fees and fee-shifting rules
• The hearing location or legal seat
• Any limit on remedies or group claims

There's no single arbitration system or guaranteed resolution time for every international parcel. An arbitration reference in a seller or carrier contract doesn't replace a card-dispute deadline, and filing in the wrong forum can waste time and money. For a high-value claim or a dispute involving a seizure, injury, or complex contract, consider advice from a qualified professional in the relevant jurisdiction.

A practical escalation checklist

Before escalating, confirm that you have:

• [ ] The order confirmation and seller details
• [ ] The advertised shipment or delivery promise
• [ ] The full tracking history
• [ ] Photos and packaging evidence for damage
• [ ] Customs notices and duty information
• [ ] A written request to the seller
• [ ] The carrier or marketplace claim number
• [ ] The applicable filing deadline
• [ ] A copy of your payment dispute, if submitted
• [ ] Proof that each notice was sent

If the seller refuses to respond, check whether the marketplace offers a formal complaint route. For a U.S. seller, a state consumer-protection office may also be an option. A complaint can document a pattern, but it doesn't guarantee that an agency will recover your money.

Frequently asked questions

Does the FTC rule guarantee delivery by the seller's estimated date?

No. The rule generally concerns the seller's promised shipment time. Carrier transit, customs processing, and final delivery can involve separate terms and procedures.

Is a seller automatically responsible for a customs charge?

Not always. The checkout terms and delivery term matter. DDP generally assigns import duties and clearance to the seller, while DAP generally assigns them to the buyer, but the named term and destination rules should be checked.

Can I dispute a late international order with my credit-card issuer?

You can ask the issuer to review a qualifying billing error, especially when merchandise wasn't received or wasn't delivered as agreed. For federal credit-card protections, send the written dispute within 60 days of the statement containing the error and include your evidence.

Should I contact the carrier or the seller first?

Contact both promptly, but start with the seller because it accepted the order and may be the only party allowed to file a carrier claim. Keep your own written record rather than relying on a carrier investigation alone.

What should I do first?

Save the order page, receipt, tracking history, and seller policy. Then send the seller a dated written request and check the deadline for your marketplace, carrier, and payment method before waiting for a reply.