Package stuck: Amazon, eBay and Etsy refund rules
If you bought on a marketplace, you usually don't need the carrier at all: the marketplace's guarantee covers items that don't arrive. The key is timing.
Rules checked against the official pages on November 14, 2026.
The order to do things
- Wait until the estimated delivery date has passed.
- Message the seller through the marketplace (it creates a record).
- If the seller doesn't fix it, open a claim with the marketplace before its deadline.
The official rules and deadlines
| Who | Rule | Who files | Source |
|---|---|---|---|
| Amazon | A-to-z Guarantee, item not received (third-party sellers): you can file once 3 days have passed since the latest estimated delivery date, or once tracking shows delivery, whichever is sooner. (amazon.com blocks automated fetches with 403/503. This was checked against the search-engine copy of this Amazon help page on 2026-11-14.) | recipient | Official page |
| Amazon | Before filing an A-to-z claim you must contact the seller and wait more than 48 hours without a response or fix. (amazon.com blocks automated fetches with 403/503. This was checked against the search-engine copy of this Amazon help page on 2026-11-14.) | recipient | Official page |
| Amazon | An A-to-z claim must be requested within 90 days of the order's latest possible delivery date. Some Amazon pages, such as Amazon Pay UK, count 90 days from the order date. (amazon.com blocks automated fetches with 403/503. This was checked against the search-engine copy of this Amazon help page on 2026-11-14.) | recipient | Official page |
| eBay | eBay Money Back Guarantee, item not received: report it after the estimated (or actual) delivery date has passed, and no later than 30 calendar days after that date. | recipient | Official page |
| eBay | The seller has 3 business days after the report to respond with tracking, an update or a refund. The buyer can ask eBay to step in from 3 business days up to 21 business days after the report. eBay may step in on its own if there's no valid tracking. | recipient | Official page |
| Etsy | Etsy Purchase Protection: send the seller a Help with order request first. You can open a case once the order's estimated delivery date has passed and 48 hours have passed since that request. You need a registered Etsy account (guest buyers must create one). Etsy's seller help page adds that non-delivery cases can only be opened 7+ days after the maximum estimated delivery date. | recipient | Official page |
| Etsy | The last day to open an Etsy case is 30 days after the order's estimated delivery date. Etsy shows the exact deadline in the Still need help? section of the Help with order request. (Etsy used to allow 100 days.) | recipient | Official page |
| Etsy | Etsy counts an order as late when it arrives 7 or more days after the estimated delivery date shown at checkout. Late, lost and damaged items are eligible issues, but extraordinary events such as natural disasters, carrier strikes and war are excluded. | recipient | Official page |
Questions
Do I need to contact UPS, USPS or FedEx first?
No. Marketplace guarantees don't require you to deal with the carrier. The seller handles that.
All guides · Find your facility: UPS, USPS, FedEx