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We understand how frustrating it can be to wait for a much-anticipated order longer than expected. So with every late order, Shopee compensates you with a voucher that can be claimed via our app.  Learn more about our On-Time Guarantee voucher and how you can claim the voucher with ease.

If you have not received your order after the Estimated Delivery Date, here are the steps you can take:

💡Tip: 

• Click here to learn how to find the Estimated Delivery Date of your order

⚠️ Note:

• Please keep in mind that the Estimated Delivery Date for your order may change due to unforeseen circumstances such as a high volume of deliveries. 
• If the Estimated Delivery Date of your order changes, the Return/Refund button will be greyed out and unavailable for you to click on. 

1. Raise a return/refund request

Step 1: Select ‘To Receive’ under ‘My Purchases’ on the Me tab
Step 2: Select the order you wish to return
Step 3: Click on ‘Return/Refund’
Step 4: Select ‘I didn't receive some/all of my items’
Step 5: Choose your return/refund reason
Step 6: Pick ‘Parcel not delivered’
Step 7: Press on the ‘Confirm’ button
Step 8: Describe your request 
Step 9: Select ‘Submit’

⚠️ Note:

• Did not receive only certain items for your order, learn how to raise a Return/Refund for Incomplete/Missing products instead.

2. Contact Shopee Supported Logistics partners to track or expedite the order

If your order was shipped using Shopee Supported Logistics, you can contact the relevant logistics partner to track your order or request faster delivery. For more details, check out this article: [Order Tracking] How do I contact Shopee Supported Logistics partners? 

On the other hand, if your order was shipped using Non-Shopee Supported Logistics (Non-SSL), you may contact the seller directly instead. 
 

💡 Tips: 

⚠️ Note: