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, sellers are allowed up to 14 days from the purchase date to ship their items.
We ask for your patience during this standard processing period as the item moves toward our warehouse.

If the seller fails to ship the item within this 14-day timeframe, Mercari will typically initiate a cancellation and issue a full refund to the buyer.

If you see no update in the shipping status after this period has passed, please contact Mercari for assistance.

Once received at Mercari's warehouse, items undergo inspection before being prepared for international shipment to the buyer.

Processing Time:
While we aim to process shipment as quickly as possible (typically within 3 days of arrival), handling may take longer during peak periods or due to specific inspection requirements.

Tracking Number:
Once the shipment is prepared, your tracking number will be displayed on the order information page in Order history.
*Please note that it may take some time for tracking information to be reflected on the carrier’s website after the tracking number is generated.

Bundled Items (Cart Feature):
If you purchased multiple items using the cart feature , shipment will begin only after all purchased items have arrived at the warehouse and passed inspection.
Please note that a delay with a single item will affect the entire shipment.

Delay and Cancellation Options:
While we aim to process shipments as quickly as possible, if we determine that we are unable to hand over your item to the international carrier within 30 days of your order (due to seller delays or other circumstances), we will notify you and provide you with the option to cancel.

You can request a cancellation through the designated contact form, and refunds will be processed based on our review as outlined in our Refund Policy.

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

Once the item is shipped from the warehouse, you can track the delivery status using the tracking number.
*The tracking number is listed on the order information page in Order history.

If there is no update in the delivery status for an extended period, it is possible that there may be a delay or an issue with the delivery.
In such cases, we recommend contacting the shipping carrier directly for the most immediate assistance, as they have the most up-to-date information regarding your package.

If the carrier’s investigation confirms that the package has been lost in transit, we kindly ask you to contact Mercari.

Our Refund Guidelines provide more information on eligibility and how to request a refund. Please refer to them for more details.