What if I haven't received my order?

Your order is covered by Buyer Protection for 180 days after payment if you don't receive it and last-mile tracking does not confirm delivery to your address.

Each item has an estimated delivery date. These dates are estimates, not guaranteed delivery dates, and vary based on the location of the merchant's items and your shipping address. Most orders arrive within our outside limit of 60 days. 

Our fully automated processes will help you report your own incidents after shipment for up to 90 days after payment. If more than 90 and less than 180 days have passed and your item still hasn't arrived, or if your order arrived and it is missing a Special Offer, please Contact Support for assistance.

To review progress of an order

  1. Visit My Orders
  2. Click on the item
  3. Click Where's My Item?

There you can see the order and package status, tracking details from the shipping carrier, when late delivery can be reported, and Report Late Delivery if an order is late.


What if my Order status is "In Transit" and the package is late to arrive?

If the Estimated Delivery date has passed by 6 days or more and your order is still In Transit:
  1. Report the late order by visiting My Orders, clicking the item, then clicking Where's My Item?
  2. There you will see the button to Report Late Delivery. If the option isn't available yet, you will see the date when an incident can be logged.
  3. After a Late Delivery incident has been reported, it will remain open for 60 days from shipment.
  4. We will then send a confirmation email to you 60 days after the shipment date. If you indicate you still have not received the order, and last-mile tracking does not confirm delivery to your address, a full refund will be immediately processed.
  5. After receiving a refund due to a Late Delivery incident, you have the option to refund any cash payment that was refunded as Tophatter Credit back to the payment method, by clicking the button in the mailer:
  6.  If you receive your item sooner, please Confirm Delivery to close the incident.


What if my Order status is "Delivered" and I did not receive it?

If the Where's My Item? page status shows Delivered to an incorrect address:
  1. Click Report Wrong Delivery to log an incident.
  2. A full refund will be immediately processed.
If the Where's My Item? page status shows Delivered to you:
Some carriers which don't offer last-mile tracking provide a Delivered status when they are handed over to the postal service, instead of when they are delivered to you.
  1. If you have already reported a late delivery incident, it will remain open for 60 days from shipment.
  2. If an incident has not been reported yet and is eligible due to this reason, you will have the option to click  Report Late Delivery to log an incident.
  3. We will then send a confirmation email to you 60 days after the shipment date. If you indicate you still have not received the order, and last-mile tracking does not confirm delivery to your address, a full refund will be immediately processed.

When valid last-mile tracking is provided confirming delivery to the shipping address city and/or ZIP/postal code selected at the time of payment, the order is not eligible for Buyer Protection.

Here are some tips if that has occurred:

  • Verify your shipping address was correct for the order by visiting My Orders, then clicking the item.
  • Check around the outside of your house for a notice of attempted delivery. If there is one, call the number on the card to reschedule delivery or pick up.
  • Look around the entrances of your residence on back porches, in bushes, garages, under grills, or in other places out of sight. Delivery carriers may also use plastic bags to protect your package from the weather. Also note, some items such as jewelry can be very small and may be shipped in envelopes, tucked among other mail.
  • Ask family members, roommates, or neighbors who may have received the package for you. If you live in an apartment complex, contact the office to see if they are holding your package. Some packages won’t fit in your mailbox so carriers will leave them at a manager’s office for safekeeping.
  • Speak with the carrier who delivers your mail. They must scan the package to mark it "Delivered" and will usually be the last person to handle your order.
If your order still hasn't arrived and you've ruled out all of the above, we suggest reporting the issue to the postal service or carrier directly. Scanners used by delivery carriers use GPS, and the post office or carrier's main office will be able to provide a detailed report of where the package was delivered. 
If you have had several packages lost or stolen, we recommend reporting theft to a higher authority such as the postal inspector, or your local police department.