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Search for answers to common problems and get support from our team.

  1. Route for Shoppers
  2. Get help with my order
  3. Common order issues & what to do

Common order issues & what to do

  • Where is my order?
  • My order says it was delivered, but I haven’t received it. What should I do?
  • My tracking status hasn’t changed in a while. What should I do?
  • I never received a tracking number but I placed the order a while ago. What should I do?
  • The shipping address is incorrect on my order. What should I do?
  • Only part of my order was delivered. What should I do?
  • I received the wrong items in my order. What should I do?
  • My order arrived damaged. What should I do?
  • An item in my order is out of stock and I want a replacement. What should I do?
  • How do I cancel my order?
  • How do I return my order?
  • What does my tracking status mean?
  • Why is my order not appearing in the app?
  • Why is the app showing different tracking information from the shipping carrier or merchant?
  • Why is the app showing the wrong shipping carrier for my order?
  • Why is my tracking information not updating in the app?
  • How and when to contact the shipping carrier
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