Hi, how can we help?

If you have not received your order by the Estimated Delivery Date, there are three actions you can take:

1. Raise a refund request.

To submit a return/refund request, go to Me tab on Shopee App > Select To Receive > Select Order > Select Return/Refund >  Select Reason as I didn’t receive my items > Select Parcel not delivered > Select Confirm > Provide other necessary details > Select Submit.

Once your request has been submitted, Shopee will conduct an investigation and provide a response.

2. Extend Shopee Guarantee 

If you would like to wait for the order or have been informed by the seller that it will arrive soon, you can extend the Shopee Guarantee by 3 days.

Note that you should raise a refund request if you do not receive the order one day before the extended Shopee Guarantee period. If the Shopee Guarantee period has ended and you have not received your order, please contact our Customer Service for further assistance,

To reach out to our Live agent, you can go to the Me tab > Chat with Shopee

3. Contact the logistics partner 

You can check the shipment status of your order directly with the logistics partner.

For orders shipped using non-Shopee Supported Logistics, you may contact the seller directly instead. If the seller is unresponsive, you can either extend the Shopee Guarantee or raise a refund request before your Shopee Guarantee period expires.