Walmart policy for U.S. delivery orders that never arrive directs customers to wait 48 hours after the expected delivery date or carrier scan, verify tracking details, and contact the carrier first to report the issue. If the carrier cannot resolve it, pursue a refund through Walmart support or a payment dispute with your financial institution. The FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435) sets a federal baseline, requiring sellers to ship within the promised time or 30 days if none is stated, notify buyers of delays, and offer cancellation with a full refund if a revised shipping date exceeds 30 days from the original order.
Refunds are not automatic and depend on carrier confirmation of non-delivery or loss. Walmart distinguishes "Lost After Delivery" (carrier scanned as delivered to the correct address, but customer confirms not received after 48 hours) from "Missing or Lost in Transit" (no carrier scans after 48 hours from pickup). FTC guidance advises contacting the seller first for non-delivery issues before further escalation.
What Controls Walmart Non-Delivery Refunds
Walmart's guidance, from its Marketplace seller resources, outlines the process for lost or undelivered orders, which applies to customer-facing delivery claims. For "Lost After Delivery," the carrier must confirm delivery to the correct address; if the customer reports it missing after 48 hours, the carrier or Walmart handles resolution. For "Missing or Lost in Transit," lack of scans after 48 hours from carrier pickup triggers a claim process starting with the carrier. See details in the Walmart Marketplace guide on troubleshooting lost or undelivered orders.
The FTC Mail, Internet, or Telephone Order Merchandise Rule provides the U.S. federal standard for mail and internet orders, including Walmart deliveries. Sellers must ship within the promised time or 30 days, obtain buyer consent for delays, or notify of a new shipping date. If the revised date is more than 30 days after the original order and the buyer does not agree, they can cancel for a full refund. Full text is at 16 CFR Part 435. A 2022 FTC consumer alert reinforces contacting the seller first for non-delivery.
What Does Not Control This Issue
Walmart policy requires contacting the carrier before pursuing refunds through Walmart or payment disputes; skipping this step may delay resolution. Credit card billing disputes or bank claims are options only if the carrier and Walmart cannot resolve the issue, per Walmart guidance--not as the first action.
The FTC rule establishes shipping and notification requirements but directs consumers to the seller's process first, without overriding Walmart's 48-hour verification timeline.
| Issue Type | Walmart Definition | First Action |
|---|---|---|
| Lost After Delivery | Carrier scanned delivered to correct address; customer confirms missing after 48 hours | Contact carrier with proof (e.g., photos of area) |
| Missing/Lost in Transit | No scans after 48 hours from carrier pickup | File claim with carrier |
Next Steps for Your Walmart Non-Delivery Refund
Wait 48 hours after the expected delivery date or last carrier scan before acting. Check your Walmart account or app for order status and tracking.
Checklist:
- Gather order number, tracking number, and carrier details from Walmart app/account.
- Verify tracking on carrier site (e.g., UPS, FedEx).
- Contact carrier to report non-delivery or file a claim; note reference numbers and responses.
- If unresolved, contact Walmart support via app, chat, or order details page to request refund, providing carrier communications and evidence like photos of the delivery area.
- For escalation if denied: Consider payment method dispute (e.g., credit card billing dispute) or file a complaint with your state Attorney General or FTC at 1-877-FTC-HELP.
FTC guidance supports seller contact first, then regulatory escalation if needed.
FAQ
How long to wait before claiming a Walmart delivery never arrived?
Wait 48 hours after expected delivery or carrier scan, per Walmart policy.
Does FTC guarantee a refund if Walmart delivery is late?
No, but it requires sellers to notify of delays and offer a full refund option if the revised shipping exceeds 30 days from order without buyer consent.
Can I skip Walmart and go straight to my credit card dispute?
Walmart policy expects carrier and Walmart contact first; payment disputes are a backup if unresolved.
What if the carrier says it was delivered but I didn't get it?
This is Walmart's "Lost After Delivery"; provide proof (e.g., photos) to carrier and Walmart for resolution.