Has Your Order Gone Wrong? How to Handle Lost, Delayed, or Incorrect Packages

Not long ago I mailed a package to my son across the US to Connecticut.  This package took over a month to get to him and the tracking information was utterly bizarre. It made it to Denver, then even to Connecticut, about 5 miles from his house, only to show the next day in San Francisco. It crisscrossed the country at least 3 times! I was beginning to think it had become some kind of new version of the Travelling Gnome. 

I mail almost exclusively using The US Postal Service (USPS) and I will say that over 99% of the time I have no issues. However. occasionally a problem arises and I'm sure with the amount of mail ordering that's done today, you've experienced issues as well. Sometimes that carefully selected purchase you made gets lost or hung up in the mail. Or worse yet, the person packing it made a mistake and sent the wrong thing. Now what?

It can be incredibly frustrating when your eagerly awaited package goes awry. Especially when you're dealing with a small business or an independent maker on a platform like Etsy, you might wonder about the best course of action. Unlike large retailers with dedicated customer service departments, Etsy's structure means you're often interacting directly with the seller. But fear not, there are clear steps you can take to resolve these issues.

First Steps: Don't Panic, and Check the Tracking (Again!)

Sometimes, packages appear to be lost but are simply delayed. Double-check the tracking information one more time on the carrier's website (USPS, FedEx, UPS, etc.) using the tracking number provided by the seller. Sometimes, the carrier's own site has more up-to-date or detailed information than what appears on Etsy. Also, it's not unusual, and I've seen it happen more than once, where a package is scanned 'Delivered' but doesn't get delivered until the next day.

Lost or Severely Delayed Packages:

Your first and most important step on Etsy is always to contact the seller directly through Etsy's messaging system or if you've ordered through my website, contact me at lora@lorasbeauty.com. Provide your order number, the tracking number, and clearly explain the situation, whether the tracking hasn't updated in days or the package says delivered but you never received it. Most Etsy sellers are genuinely committed to good customer service and will want to help resolve the issue. They might have additional insights, be able to contact the carrier on their end, or offer a replacement or refund.  Double-check the shipping address you provided during checkout, as a simple typo can cause a misdelivery. If the package is severely delayed or marked as delivered but not received, it's also worthwhile to inquire with your local post office or the relevant carrier's customer service; they might have more detailed information or a record of the package being held for pickup.

For mail sent via USPS, if you've exhausted other options and your package is still missing, most Etsy sellers will open a USPS case for it. You can also open a case by visiting MissingMail.USPS.com and either sign in or register to complete a search request form. This form requires specific details, including the mailer and recipient addresses, the date of mailing, and crucially, any tracking numbers you have. You'll also need a detailed description of the mailpiece itself, such as its type, size, color, and packaging, along with a thorough description of its contents, including titles, colors, sizes, brands, and models of each item. Photos, if available, can also be very helpful. You can submit this search request no earlier than seven days and no later than 365 days after the original mailing date. For more information, you can refer to the USPS FAQ on Missing Mail - The Basics.

If you've tried to resolve the issue with the seller and haven't found a satisfactory solution, Etsy offers a Purchase Protection Program for qualifying orders. This program covers items that don't arrive or arrive damaged. To be eligible, you usually need to have contacted the seller first and waited for a response. You can then open a case with Etsy, providing all the relevant details and any communication with the seller. Etsy will review the case and may issue a refund.

Wrong Item Sent:

If you receive the wrong item, take photos of what you received and compare it to the listing photos and description. Then, immediately message the seller through Etsy, explaining the mistake and including the photos as evidence. Most reputable sellers will offer to correct the mistake. This might involve them sending you the correct item and providing a pre-paid shipping label for you to return the incorrect one, or in some cases, simply refunding you or allowing you to keep the incorrect item if the value is low. Follow their instructions carefully regarding returns. If the seller is unresponsive or unwilling to rectify the situation, you can again turn to Etsy's Purchase Protection Program, as it also covers items that are not as described, which includes receiving the wrong item.

My own experience with that perpetually "traveling gnome" package to my son taught me a valuable lesson. After weeks of tracking chaos, which saw the box zigzagging across the country multiple times, it finally landed on his doorstep. The culprit? An old mailing label on the bottom of the reused box, which caused it to bounce between destinations. It was only after opening a case with USPS that the mystery was unraveled and the package finally found its true home.