What to do if a package you shipped is delayed

If a package you shipped hasn’t had a tracking update for several days, here's how to check the shipment, communicate with your buyer, and understand what happens if the delay continues.

On this page: 

• Check the shipment's status
• Message your buyer about the delay
• When a buyer should submit a support request
• When a refund may be required
• How delays might affect your account

Check the shipment's status

Start by reviewing the order status and carrier tracking update from the Shipments page in Seller Hub.

Track your shipment in the app:

1. Go to Seller Hub
2. Scroll down and tap Orders
3. Select the order
4. Choose Track shipment 

Track your shipment on web: 

1. From whatnot.com, open the Shipments page in Seller Hub
2. Filter or search for the order
3. Check the order's status or click the tracking number

What to keep in mind

• Carrier tracking updates may take 1–3 business days after drop-off to appear.

• If the package received a drop-off scan but hasn’t updated since, this is usually a carrier delay, not a lost package.

• Some shipping methods offer limited or no tracking, depending on the carrier or label used. The Whatnot order status will still update.

If there has been no tracking update for several business days, you can contact the carrier or reach out to Whatnot Support to help investigate. 

Typical delivery timelines

Delivery times vary depending on location and carrier.

• Domestic shipments: usually arrive within 5–14 business days

• International shipments: may take up to 28 days

Message your buyer about the delay

If a shipment is delayed, a quick message can reassure the buyer that you’re monitoring the order.

You may choose to message the buyer proactively if you notice a delay, or respond if they contact you first.

When messaging your buyer:

• Check the latest tracking information

• Share the most recent carrier update

• Let them know carrier delays can sometimes happen during transit

You can message the buyer by tapping their username from the Orders page.

Example message:

Hi,  wanted to share a quick update on your order. I can see the package is still in transit and hasn’t had a recent tracking update. Sometimes carriers experience delays while packages move through their network, but the order was dropped off and should still be on its way. Thanks for your patience!

When a buyer should submit a support request 

If the delay goes beyond typical delivery timelines or the shipment shows no movement for a significant amount of time, encourage the buyer to submit a support request. 

Ask the buyer to select Get help with this purchase from their order details to contact Whatnot Support.

If you have access to Seller Provided Support (SPS), you may be able to respond to the request and choose an appropriate solution under Buyer Protection. Check our seller guidance for Seller Provided Support to learn more. 

If you don't have access to SPS, Whatnot will help the buyer directly. 

When a refund may be required

Under Whatnot’s Buyer Protection Policy, buyers may be eligible for a refund if their order is substantially delayed in transit.

If a shipment shows no movement for an extended period or appears lost, the case may be reviewed to determine whether a refund is appropriate.

If a refund is issued for a verified carrier delay, Whatnot covers the refund. Under our Seller Protection Policy, sellers aren’t billed back or penalized for verified carrier delays or failures.

Average ship time and seller performance 

Sellers are expected to ship within two business days of the sale, according to our Shipping Policy.

If you confirmed shipment within this timeframe, carrier delays won’t affect your Account Health (policy standing or seller performance metrics) or your average ship time.

Earnings and payouts 

For most sellers, earnings begin processing after the carrier scans the package as delivered.

If the delivery scan is delayed because the shipment is still in transit or tracking hasn’t updated, your earnings may take longer to appear in your Whatnot balance and become available for payout.

If you’re enrolled in Early Payout, earnings begin processing as soon as you generate the shipping label. This means shipping delays won’t affect when you can start a payout.