We strongly recommend to first communicate with the seller.
If the order is in transit but the Shopee Guarantee period is ending soon, tap on "Extend Shopee Guarantee" on the Order Details page and Shopee will hold the payment for 3 more days. Please note that Shopee Guarantee can only be extended once.
If the order has not arrived after extending the Shopee Guarantee, and there is no response from the seller, the buyer may choose to request return/refund.
Automatic refund will be processed if the seller did not respond to the return/refund request within:
13 days for Damaged/Wrong Product
3 days for Non-Receipt Claim (Seller shipped order)
2 days for Non-Receipt Claim (Seller did not shipped order)