With an increase in online shopping, many merchants and delivery courier services have announced warnings that delivery timelines may take longer than expected.
Please contact the merchant to verify your order status. Many merchants send email or text alerts with status updates and have order status tools found online via the merchants website. Afterpay is not able to amend, adjust or change an order once it is approved - this must be handled directly with the store.
The merchant's order status shows my order as delivered. I did not receive the order, what can I do?
Although Afterpay is not liable for lost or stolen packages, there are steps that you can take in an attempt to resolve the missing package:
Have you verified the order status? Contact the merchant
Merchants typically resume responsibility for packages until the status reflects “Delivered” or “Left Notice.” After that point, it is the merchant’s discretion if they have the ability or willingness to refund or replace the stolen package. You may find that merchant’s address this matter in their terms and conditions or policies (listed on their website).
An important note is that Afterpay does not have the ability to change or override merchant policies. They take full ownership. However, if you have tried contacting the merchant and have not heard back within a reasonable timeframe, please let us know and we can help communicate with the merchant on your behalf to seek resolution.
Contact the courier
Merchants select their courier service such as FedEx, UPS and DHL. Once the merchant confirms that the package is delivered, if you did not receive the package, filing a missing package claim with the courier can assist with your resolve attempt. If the package is insured, you may be able to file an insurance claim. Since each courier has a different process, it is important to contact them on further instruction.
File a police report
If your package was stolen, we recommend that you file a police report to further investigate. Package theft is a felony and can be punishable by prison time. The police report will not only record your claim, it may potentially assist law enforcement with catching the culprit and recouping your stolen merchandise.
There are precautions that can be taken to help prevent this from happening in the future:
- If possible, having your package sent to your P.O. Box, local courier location or your work address, can significantly help.
- Request your packages be hidden behind something, whether that's a plant or a bench. You don’t want the package in plain sight.
- Additionally, requiring a signature can assist in making sure that your package is delivered to someone (at least 18 years or older) at your residence.