My order hasn't shipped or hasn't arrived

Open the order in Purchases and read the status. What to do depends on what it says.

My order still says Order Placed

The seller has 5 days from the order date to take a shipping label or add tracking. If they do not, the shipment is cancelled and you are refunded automatically.

While it says Order Placed, you can also cancel it yourself. See Cancelling an order.

Tracking says “Waiting for tracking ID”

The seller ships with their own carrier and has not added the number yet. Message the seller and ask them to add it.

How do I message the seller?

1. Open the order in Purchases.
2. Tap a photo of an item. This opens the listing.
3. Tap the seller row.
4. Tap Message.

The seller’s name on the order screen is not a link, so use the item photo.

Tracking is not moving, or the estimated date has passed

1. Open the order and tap the tracking number to see the carrier’s own page.
2. If the carrier shows no update, message the seller.

Estimated delivery only shows on parcels XO Bestie ships, and it is an estimate. Parcels the seller ships with their own carrier can have less accurate tracking.

It says Delivered, but I don’t have it

Delivered is set by the carrier’s scan, or by the seller when they use their own carrier. If you do not have the parcel:

1. Check around your home and with your neighbors.
2. Message the seller.
3. If that does not solve it, contact XO Bestie Support and give them your order number.