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If your order was shipped out and not yet delivered within the expected delivery date, kindly select Extend your Shopee Guarantee for paid orders with an expiring Shopee Guarantee period. Shopee will then hold the payment for 3 more days. Please note that the Shopee Guarantee can ONLY be extended once.

To raise a refund request, select Return/Refund corresponding to the order > Select the I didn’t receive my items > Select the product(s) not received > Next > Select Reason > Select Parcel not delivered > Confirm > then, check proof of delivery. If the proof of delivery is not familiar to you, select Continue with Request > Submit. 

Once the request is approved, you will receive a notification about the request approval and instructions on how to get your refund payment in the push notification or email. 

For delayed Cash on Delivery(COD) orders that have passed the expected date of arrival, you may contact our Shopee Customer Service Team and provide the specific order number.