We've definitely had those days - noses pressed against the window, constantly refreshing tracking information, waiting for an order to arrive. And then, the frustration when the doorbell never rings. Or even worse, waiting weeks and weeks for a tracking number that never appears. Because of that, we've put together some information on what to do if you haven't received your order.
If your order hasn't shipped yet:
Double-check the items in your order.
The first step is to review the items in your order and make sure none of them are pre-orders or items that have extended processing times. While some merchants may ship orders in multiple shipments, many will wait for all items to be ready and ship at the same time. We recommend reviewing your order confirmation details to double-check if any of your items have an extended processing time.
Review the merchant's processing and shipping policies.
These policies can often be found within the FAQ on the merchant's website. This information will give guidance on what to expect in general when ordering online. Keep in mind, many merchants list their policies in terms of business days, so holidays and weekends won't count.
Additionally, paying for overnight or express shipping does not necessarily guarantee the order will arrive the day after placing the order. The merchant's processing time will still apply first.
If you've reviewed the items in your order and confirmed they all should have shipped per the merchant's policies, and you still haven't received tracking information, please log in to your dashboard, and use the "Get Help" button on the order, as we may be able to assist further.
If your order has shipped...
...but the tracking doesn't show any movement, or hasn't shown movement for a few days.
If you just received your tracking information, it can take a business day or two for the number to update on the carrier's website. Typically, each carrier will explain their own timelines and policies on their website.
Additionally, if it says something like "Origin Post is Preparing Shipment," that means the merchandise is shipping from overseas. You may want to use another tracking service, like 17 Track, Postal Ninja, or Parcels, to receive more updates.
If there are any issues with the shipment progress, like the tracking not showing updates for a few days, we recommend reaching out to the carrier directly. Often, neither the merchant nor Sezzle is able to provide any further assistance once it's in the hands of the shipping company.
...and it says it was delivered, but you never received it.
If your tracking shows delivery, but you haven't received the package, we recommend first checking your email for any additional updates. Some carriers might leave the package with a neighbor, the apartment manager, or in a secure location. In these cases, they often provide details either in an email or slip of paper on your door.
If those steps don't help you locate your package, you would then need to open up a claim with the carrier directly. You may also want to review the merchant's policies, as they may have tools in place to assist. In these cases, Sezzle is not able to provide any further assistance.
...but you needed it to go to a different address.
If you realize after your order is shipped that you need the shipment to go to a different address, we recommend reaching out to the carrier directly as soon as possible. They may request additional information and verification from you, but they may then be able to update the shipping address on the order. Depending on the change, you may also need to pay additional fees either immediately or upon delivery.