For a missing AliExpress order, use the order detail page first. From AliExpress order details and Buyer Help Center, view order protection/dispute controls and contact merchant; current US-specific dispute windows require order-specific validation.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Check the order record
From AliExpress order details and Buyer Help Center, view order protection/dispute controls and contact merchant; current US-specific dispute windows require order-specific validation.
Confirm whether the order shipped in several parcels, who sold or fulfilled it, and which carrier actually made the last scan.
Report the problem
- Save the order promise, tracking history, delivery photo, and any visible address mismatch.
- Use the support option linked from your signed-in order; describe the missing item and checks already made.
- Record the support case ID and ask which party will investigate or offer a replacement or refund.
Important conditions
- Buyer protection varies by order and offer.
- Do not reuse Korea, EU, or seller-onboarding rules for US buyer.
No universal claim window applies. Check the exact service and order terms on the official site.
If support cannot resolve it
Use the marketplace's order-specific escalation path when available. Review payment dispute terms separately; starting a carrier inquiry alone does not establish a payment dispute or refund eligibility.
Official next step
Open AliExpress official help ↗
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- AliExpress Buyer Help Center Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.