Hi, how can we help?

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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 be awarded 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 on the hyperlink to learn how you can find the Estimated Delivery Date of your order

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’

2. Contact customer service

Our customer service agents are always willing to assist you in checking the shipment status of your order with our logistics partner. Scroll to the bottom of the page to find out how you can get in touch with us. On the other hand, if your order was shipped using Non-Shopee Supported Logistics (Non-SSL), you may contact the seller directly instead.

💡Tip: 

If the Shopee Guarantee period has ended and you still haven't received your order, kindly contact us via the channels at the bottom of the page.