Package Not Delivered? Here's What to Do
Know Your Rights
Under the FTC's Mail, Internet, or Telephone Order Rule, sellers must ship items within the promised time or within 30 days if no time was specified. If they can't, they must give you the option to cancel for a full refund.
Common Delivery Issues
- "Delivered" but not received: Tracking shows delivered, but you never got it
- Package stolen: Evidence of package theft (porch pirates)
- Wrong address: Delivered to neighbor or wrong location
- Damaged package: Arrived but contents are broken
- Delayed indefinitely: Package stuck in transit for weeks
- Partial delivery: Some items missing from order
Your Legal Protections
FTC Mail Order Rule
Sellers must ship within promised time or 30 days. Right to cancel and get full refund if delayed.
Credit Card Protections
Fair Credit Billing Act lets you dispute charges for goods not received within 60 days.
Seller Responsibility
Until you receive the package, it's the seller's responsibility - not yours.
State Consumer Laws
Many states have additional consumer protection laws that may apply.
Step-by-Step: Getting Your Refund
- Check tracking details: Verify exact delivery location and time
- Look around: Check with neighbors, doorman, or building office
- Wait 24-48 hours: Sometimes "delivered" packages appear later
- Contact the seller: Report the issue through their website or app
- File a shipping claim: With USPS, UPS, or FedEx if needed
- Request refund/replacement: In writing with deadline
- Dispute the charge: If seller refuses, contact your credit card company
Credit Card Chargeback
If the seller won't help, your credit card company can:
- ✓ Reverse the charge (chargeback)
- ✓ Investigate the dispute
- ✓ Provide temporary credit during investigation
- ✓ Protect you from paying for goods not received
Deadline: File within 60 days of the billing statement.
Sample Complaint Letter
Subject: Missing Package - Order #[ORDER NUMBER]
Dear Customer Service,
On [DATE], I ordered [PRODUCT] (Order #[NUMBER]). According to tracking, it was marked as "delivered" on [DATE], but I never received the package.
I have checked with neighbors and my building management, but the package cannot be located.
Under the FTC's Mail Order Rule, I am entitled to either a replacement shipment or a full refund. Please respond within 7 business days with your proposed resolution.
If I do not receive a satisfactory response, I will file a dispute with my credit card company and a complaint with the FTC.
Sincerely,
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