Etsy: lost package

Collect

• order number
• tracking number
• estimated delivery date
• Help with order messages

Steps

1. Go to Purchases and reviews, choose the order, select Help with order, and tell the seller what happened and what you want. Keep all messages on Etsy.

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

2. If not resolved after 48 hours and the estimated delivery date has passed, select Open a case, choose Non-delivery and your refund method, and submit to Etsy.

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

3. Answer every request in the case log. Open the case within 30 days of the estimated delivery date.

4. If Etsy denies the case and you paid by card, dispute the charge with your card issuer. A chargeback closes the case.

More contacts for this issue

Facts you can cite

• Policy

  Etsy Purchase Protection gives a full refund for qualifying orders when the item does not arrive, arrives damaged, arrives 7+ days after the maximum estimated delivery date shown at checkout, or differs significantly from the description or photos.

  Source: help.etsy.com, verified 2026-10-12

• Deadline

  For physical items you can open a case only after the estimated delivery date has passed and 48 hours have passed since you sent the seller a Help with order request. The order stays eligible for a case for 30 days from its estimated delivery date.

  Source: help.etsy.com, verified 2026-10-12

• Limit

  Refunds processed by Etsy must take place within 180 days of the transaction date; after that Etsy cannot support a refund. Orders paid through standalone PayPal may need a PayPal dispute within 180 days of purchase instead.

  Source: help.etsy.com, verified 2026-10-12

• Policy

  Items that arrive late because of forces outside the seller's control (carrier strike, severe weather, war, civil unrest or similar, as Etsy decides) do not qualify. Orders that are late or not received because the buyer delayed or refused to pay customs charges also do not qualify.

  Source: help.etsy.com, verified 2026-10-12

• Policy

  If you filed a chargeback or disputed the charge with your bank, card company or PayPal, the seller cannot refund on Etsy and you cannot open a case; an open case closes automatically.

  Source: help.etsy.com, verified 2026-10-12

• Contact

  Etsy does not have a phone number to call for customer service. A phone callback can be requested only through the Contact support form while signed in; Etsy will not make unrequested calls.

  Source: help.etsy.com, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

   Send the seller a Help with order request.

2. Supervisor

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

   48 hours after the request and after the estimated delivery date, open a case so Etsy steps in.

3. Written complaint

   FormContact Etsy Support form (also the only way to request a phone callback) Sign-in required

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   A chargeback closes the Etsy case and stops Etsy from refunding; use it only if Etsy will not.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Lost package at other companies
• Retail and online shopping — how complaints work
• Etsy: item arrived damaged or defective
• Etsy: refund request