What to do if an item is not received

A delivery delay and a confirmed non-receipt issue can require different actions, so begin with the latest order timeline.

Check first

• Review the dispatch status, carrier and tracking information.
• Check the delivery address and whether someone else accepted the parcel.
• Contact the seller in order chat for a clear dispatch update.
• Allow any displayed delivery estimate or carrier investigation window to pass.

Open a case when appropriate

• Use Get help from the order and choose the non-receipt issue.
• Include any carrier message or evidence that delivery failed.
• Respond promptly if Upfrica asks you to confirm address or delivery details.

Check your order