Items lost in the mail

Sometimes packages get lost in the mail, even when sellers do everything right. If your package doesn't arrive as expected, follow the instructions listed on to try to locate it. 

You'll need to have the following pieces of information available:

  • Sender's mailing address
  • Recipient's mailing address
  • Size and type of container or envelope (if known)
  • Your tracking number (available on your receipt)
  • The item’s description and pictures (if available)

If you've followed the USPS process, but the package still can't be located, click the Contact Us button below. On the Contact Form, select Submit a 2-Day Purchase Protection Claim to direct your claim appropriately. 

Your transaction ID will be required to look up details about your purchase. It’s listed on your receipt. To find it, go to your message thread about the item and tap View receipt, or:

  1. Log into your account
  2. Tap icon_account.png Account
  3. Tap Payments and receipts, then Transactions
  4. Select the receipt for the item you have questions about
  5. Scroll to Payment info for the transaction ID
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