Get help with an item that hasnt arrived

You can get help with an item If you didn’t receive it, you’re covered under APX Money Back Guarantee. We’ll make sure you either receive the item you ordered, or get your money back.

If your item hasn’t arrived, you’re protected by the APX Money Back Guarantee and can ask the seller for a refund. Some sellers may also be able to send you out a replacement item, if they have one.

Check your item's delivery information

If your item hasn’t arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order’s delivery information in your Purchase history. You’ll be able see the item’s expected delivery date, and the address it’s being shipped to.

What to do if your item is being delivered to the wrong address

If the shipping address you provided during checkout is incorrect, select Contact the seller on the order’s delivery information page and see if they’ll cancel the order. They can then relist the item for you to repurchase with the correct address.

If the seller has already shipped the item, they won’t be able to change the shipping address. If possible, we recommend trying to collect your package from the original address.

Tip
If your item is showing as delivered, or the estimated delivery date has passed, check with a neighbor in case you weren’t home when the package arrived and they took delivery of it for you.

Let the seller know your item hasn't arrived

If the estimated delivery date for your item has passed, and you still haven’t received your item, let the seller know. You have 30 days from the estimated delivery date to inform the seller that you didn’t receive your item.

Once you’ve told them there’s a problem, the seller has 3 business days to provide a delivery update, offer a replacement, or give you a refund.

You can also report an item that hasn’t arrived through My APX- see the instructions below to find out how:

  1. Go to Purchase history.
  2. Select More actions beside your item and then I didn’t receive it.
  3. Tick the box beside I want a refund or I want the item.
  4. You have the option of adding a message to the seller.
  5. Select Send request.

Get your refund

If the seller offers to give you your money back, they have 2 business days to issue your refund. When they do, you’ll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Get help from APX

Most of the time, if your item hasn’t arrived, the seller will resolve your issue for you. However, if after 3 business days the seller hasn’t been able to resolve your problem, we’re always ready to step in and help.

Learn more about asking APX for help.

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