If your online order is late, start with the seller
For a U.S. online order, contact the seller first. The FTC's Mail Order Rule generally requires the seller to ship by the promised time, or within 30 days when no shipping time was stated. If it can't, the seller generally must send a delay notice, propose a later shipping date, and give you a way to cancel for a prompt refund.
Carrier remedies are separate. A late-service guarantee may refund postage to the person who bought the shipping service; it isn't automatically money for the recipient.
This is U.S. consumer information, not legal advice.
What the federal shipping-delay rule actually controls
The FTC's Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule covers businesses that take orders online, by mail, or by telephone. It addresses the seller's shipment promise, not every delivery estimate shown in carrier tracking.
A business that advertises a shipping time needs a reasonable basis for that promise. No shipping time stated? The usual default is 30 days. If the seller can't ship by that deadline, it generally must explain the delay, provide a revised date, and offer cancellation with a prompt refund.
That 30-day period is the default shipment deadline. It isn't extra time after a missed delivery date. The rule also doesn't create a standard payment from USPS, UPS, FedEx, Amazon, or another carrier.
Shipment and delivery are different problems
Turns out, shipment and delivery are not interchangeable here. Find the seller's promised shipment date first.
A store's promise that an order will "arrive by Friday" may be part of the purchase terms. The available remedy can depend on that wording, the store's policy, and applicable state law. A missed carrier estimate alone doesn't automatically trigger the FTC cancellation right.
| What happened | Start with | What to ask for |
|---|---|---|
| The seller has not shipped by its advertised shipment date | Seller | A revised date, or cancellation with a refund |
| The seller shipped, but tracking has stopped moving | Seller and carrier | The latest scan, a trace if appropriate, and the seller's replacement or refund plan |
| An eligible guaranteed service arrived late | Shipper or carrier | Whether the shipment qualifies for a postage refund under current terms |
| You paid by credit card and never received the goods | Seller, then card issuer if needed | A written billing-error dispute and the applicable submission deadline |
A practical workflow for a delayed order
Start with the record.
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Save the evidence. Keep the order confirmation, promised shipment or delivery language, seller's delay policy, tracking history, receipts, and messages. Take screenshots before a listing or tracking page changes.
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Write to the seller. Ask whether the order actually shipped, when it left, and what date the seller can realistically meet. Email or the marketplace message system gives you a record.
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State your choice. If the seller missed its shipment promise, say whether you accept the revised date or cancel and want a refund. Say it plainly.
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Use the carrier's process when it fits. The shipper or account holder may need to file a claim. Ask the seller to open a trace or service-refund request if tracking has stopped moving.
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Escalate before a deadline passes. Check the marketplace's dispute process if the seller doesn't respond. If you paid by card, don't let an open-ended investigation run past the card issuer's billing-dispute deadline.
Refunds are not the same as compensation
A cancellation refund and a carrier service refund solve different problems.
Canceling an order returns money paid for that order. A carrier refund usually concerns the shipping charge, and the person who paid for the label may be the one who receives it.
The FTC rule mainly addresses shipping promises, delay notices, cancellation, and refunds. It doesn't promise damages for inconvenience, lost time, or a missed birthday.
Ask the seller for a written breakdown. The product price, shipping charge, taxes, store credit, and any goodwill payment may be handled separately. Get the answer before accepting a credit as final.
Carrier and marketplace policies
Carrier terms need their own check.
USPS
USPS doesn't treat every late tracking scan as an automatic refund. Eligibility depends on the service and the conditions attached to it.
The USPS domestic refund page says eligible requests are normally processed within two to three business days unless USPS needs more information. A partially paid or denied request can be disputed within 30 days of the decision.
Keep the label and receipt. Save the tracking number, service name, and delivery record too. A general delay may follow a different process from a lost or damaged package.
UPS and FedEx
UPS and FedEx service guarantees are company policies. The FTC shipment-delay rule doesn't turn them into automatic consumer payouts.
Eligibility can depend on the service purchased, the promised commitment, the shipment date, exclusions, and who paid for the label. If you aren't the account holder, ask the seller or shipper to check the current terms and file the request.
Amazon marketplace orders
For an order from a third-party seller, send the first request through the Amazon order page. If the seller doesn't resolve it, review the marketplace claim route and the conditions shown in your account.
Amazon's A-to-z Guarantee Protection for Buyers page says eligible claims can cover up to $2,500 of the purchase price, including shipping. It describes a 75-day period for submitting a claim. Those limits belong to Amazon's claim process; a late package isn't automatically paid under the guarantee.
Credit card disputes and other payment methods
Thing is, a card dispute is a billing process, not a carrier claim or a store refund request.
The FTC's guidance on goods that never arrive says a credit card billing error generally must be disputed in writing within 60 days of the date the first statement showing the error was sent. The issuer must acknowledge the dispute in writing within 30 days, unless it has already resolved the problem. It must resolve the dispute within two billing cycles and no later than 90 days.
During the investigation, you don't have to pay the disputed amount or related finance charges. Keep paying amounts that aren't part of the dispute.
Debit cards and prepaid cards don't automatically use that same credit-card timeline. Contact the bank or card provider promptly and ask how it handles merchandise that wasn't received. Send the order confirmation, tracking record, seller messages, and refund request.
A message you can send to the seller
Use exact dates. "Late" alone is too vague.
Order number [number] was placed on [date]. The order confirmation said it would ship by [date], but it has not shipped, or tracking has not updated since [date]. Please confirm the current status and the date you can meet. If the order cannot ship by the promised time, I am canceling the order and requesting a refund. Please confirm the refund method and date in writing.
If the seller promised delivery instead of shipment, quote that promise separately. An ordinary carrier estimate isn't necessarily a guaranteed arrival date.
Weather, strikes, and carrier backlogs
Weather, labor disruptions, customs problems, and carrier backlogs can move delivery estimates and affect service guarantees. They don't by themselves show that the seller gave a proper delay notice or resolved the order.
A force majeure clause may affect a carrier guarantee or a contract remedy. Check whether the seller gave a clear revised date and explained the cancellation or refund options.
To be honest, a reason for the delay isn't a solution. Ask for a date you can evaluate.
Keep these records
Keep a small file. Include:
- [ ] The original listing, order confirmation, and promised shipment or delivery date
- [ ] Tracking screenshots showing each scan and the current status
- [ ] Emails, chat messages, refund requests, and seller responses
- [ ] Your payment statement and any marketplace case number
- [ ] Carrier receipts, claim numbers, and decisions
Save copies outside the shopping app. The listing or tracking history may change later.
Common questions
Does a late package automatically qualify for a refund?
No, not automatically. If the seller missed its shipment promise and hasn't shipped, the FTC rule may support cancellation and a refund choice. If the seller shipped the order and the carrier delivered late, the result usually depends on the seller's terms and the carrier's service rules.
Is there a universal $100 carrier payout?
No fixed $100 payment applies to every late package. The FTC rule doesn't create one, and carrier guarantees vary by company and service.
An eligible claim may refund a transportation charge. It may not cover the product price or pay the recipient directly.
Can I dispute an order with my credit card?
Possibly, especially when the goods weren't received and the seller hasn't fixed the problem. Send the dispute in writing within the applicable 60-day period, keep your evidence, and follow the issuer's instructions.
Does a foreign seller automatically make EU rules apply?
No. The rules here are U.S. rules. A seller's location, shipping origin, transaction terms, and marketplace policy can affect which laws apply, so don't assume that a foreign refund deadline controls a U.S. purchase.
Pull up the order confirmation now. Mark the promised shipment date and current tracking status, then send the seller a written request. If you paid by credit card, note the statement date that may control your billing-dispute deadline.