Resources · Guide
The delayed-order guide
How to think about a delivery that has not arrived on time, when a delay might warrant submitting information, and what a delay does and does not mean.
What generally counts as delayed
A delayed order is one that has not arrived by its estimated delivery date but is still actively moving, or where the carrier has not indicated the shipment is missing. Delays are common and are not, on their own, evidence that an order is lost. If tracking has stopped updating entirely, the lost-order guide may be more relevant.
Before you submit anything
It is usually worth checking the carrier's tracking page for updates and allowing a short buffer past the estimated delivery date, since many delays resolve on their own within a few days. The submission window and any waiting period that applies to your order are set out in the order-protection terms.
Preparation checklist
- Check the latest tracking status and estimated delivery date.
- Compare the current delay against the original estimate given at checkout.
- Note any carrier notices about regional or weather-related delays.
- Keep your order confirmation and reference numbers accessible.
- Decide whether the delay is still within a reasonable waiting period.
Information typically requested
A submission about a delay generally asks for the order reference, the original estimated delivery date, the current tracking status, and a short description of the impact of the delay. Screenshots of tracking information are optional but can help a reviewer understand the timeline.
Common mistakes
- Submitting a request the moment an estimated delivery date passes.
- Not checking the carrier's own tracking page before reporting a delay.
- Confusing a delay with a lost order and describing it inaccurately.
- Leaving out the original delivery estimate, which reviewers use as a reference point.
Important limitations
Next action
Check your order's live status, or submit information if the delay has continued past a reasonable window.
Related terms: Order-protection terms · Claims terms