When was the last shipping update?
Packages are considered lost in transit when the tracking information for your Marketplace order hasn't been updated in 5 days. You can find tracking updates for your Marketplace order on the carrier website using your tracking number.
If you see that there hasn’t been a shipping update on your Marketplace order for at least 5 days, our team would be happy to look into this!
Where can I find my tracking number?
To find the tracking number for your Marketplace order, go to your orders page. Using the “All Orders” section, select the Marketplace order you are missing and you will see all tracking numbers for the order. You can click the tracking number and it will show you the full tracking history of your Marketplace order.
Please note, one Marketplace order may have multiple tracking numbers for items that are shipped separately.
If there is no tracking number for your Marketplace order yet, this means our team is still processing it for shipment. For some orders, please allow 3-5 business days for tracking information to appear. For more information please see When will my order ship?
My item never shipped.
If you click on the tracking number for your Marketplace order and the last update was ‘Label Created’, it is possible that your order has not yet entered the shipping process. If there hasn’t been a more recent update in the last 5 days, we would be happy to assist!
NOTE: If we do not receive communication from you about a package that hasn’t shipped within 30 days of the last tracking update, we may not be able to assist with your issue and your account will be held responsible for the balance associated with the order.
My item was returned to the sender.
If you haven’t received your Marketplace order by the estimated delivery date, and it appears that it was returned to its original destination, it may have been sent back to our distributor. No worries, we are happy to work with you to get your order to you!
When a package gets returned to the sender, you may see duplicate results when clicking on the tracking number.
How do I request a replacement?
To process a replacement, we’ll need:
Your Marketplace order number
The Item ID(s) for the products that are missing
Once we confirm that your item is lost in transit or returned to sender, we’ll gladly issue a replacement if eligible.
How to find your Marketplace Order Number
Your Perpay Order Number can be found by viewing your Marketplace orders page. Using the 'All Orders' section, you can find the order number for the specific items you are missing.
How to find your Item ID Number
Your Perpay Order Number can be found by viewing your Marketplace orders page and navigating to the order that you would like to file a claim for.
Once this page is open, the Item ID is displayed under each item. Please enter the complete item ID number. An example item ID is shown below: