For a missing Etsy order, use the order detail page first. Open Purchases and reviews > Help with order, message seller and check estimated delivery. Case option requires both ETA passed and at least 48 hours since contact.
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
Open Purchases and reviews > Help with order, message seller and check estimated delivery. Case option requires both ETA passed and at least 48 hours since contact.
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
- Not all orders meet purchase protection eligibility automatically.
| Procedure | Timing | Scope |
|---|---|---|
| Etsy Case eligibility after seller contact | No universal numeric deadline; verify the current terms | Estimated delivery date must also have passed |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
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
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- Etsy How to Open a Case Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.