This guide provides instructions on what to do if an item has not been shipped, or if it has been shipped but has not arrived.

• Item Not Shipped by the Seller
• Item Not Shipped from the Warehouse
• Item Shipped from the Warehouse Has Not Arrived

On Mercari, the seller has up to 7 days from the purchase date to ship the item.
We understand there may be urgent situations, but if the 7-day period has not passed, we kindly ask for your patience.

If the seller does not ship the item after the 7-day period, Mercari will cancel the order and issue a refund to the buyer.

If there is no progress in the shipping status even after the shipping deadline has passed, please contact Mercari.

Once the seller ships the item, it is received at Mercari's warehouse, inspected, and then shipped to the buyer.

Typically, items are processed for shipment within 3 days of arriving at the warehouse, but depending on the situation, it may take longer.

Furthermore, if you use the cart feature to purchase multiple items, shipment will begin only after all purchased items have arrived at the warehouse.

If a significant amount of time has passed since the item arrived at the warehouse and there is still no update in the shipping status, please contact Mercari.

Once the item is shipped from the warehouse, you can track the delivery status using the tracking number.
Please check the delivery status from the order screen.

If there is no progress in the delivery status, it is possible that a problem has occurred.
In such cases, we kindly ask that you contact the shipping carrier directly to check the delivery status.

If the investigation confirms that the package has been lost, we kindly ask you to contact Mercari.

Please note that Mercari has Refund Guidelines for all customers who make purchases.
For details on what is eligible for a refund, please refer to the page above.