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Report a shipping problem

If you have any shipping problems with your package this article contains helpful information. Some examples of problems are:

  • was not delivered on time
  • shows “delivered” when you track it, but you have not received it
  • was damaged in shipping

Shipping time does not start counting until after your order ships out. All orders take 1-2 business days to process before shipping out. Items are shipped via business days which does not include weekends in the shipping time frame.

How to report a shipping problem

You can issue a shipping claim through your account history or by tracking your order here. To issue a shipping claim, click on the “Lost/Damaged” button on your order as shown below which will allow you to fill out a form to file a shipping claim with us.

Once the claim form has been submitted, You will get an update in 1-4 hours via email with more information about your claim.

Shipping claim process

Currently, the total processing time of a claim can be 3 – 5 business days for damage or tampering or missing item and 7 – 10 business days for a lost shipment. Click here for more info on our shipping claim process.

Time frame to submit a Shipping claim

If you do not see the button or need assistance with issuing a claim, please make sure to contact us within the time frames listed below depending on the date of delivery/last expected date of delivery.

Shipping method Contact us within
Standard Shipping 15 days
Express Shipping 15 days
Large Item Delivery 2 business days

Helpful tips on receiving a package

  • Locate your package as soon as possible. If your package is missing, please check around your delivery location, and report any missing packages by filing a claim.
  • Please inspect your package right way (open shipping/retail boxes to inspect their contents), before signing for the delivery. Do not sign for or accept delivery of any packages that are visibly damaged without first inspecting their contents. If the delivery person refuses to allow you to inspect the merchandise, ask him or her to wait while you contact their office or customer service department. The direct phone number for the shipping company is included in shipping notification email. If the merchandise appears to be damaged, please refuse delivery of the item and notify our customer service department immediately.
  • In the event you have signed for a shipment and you subsequently find there to be damage that was concealed by the packaging, do not throw away the packing materials or cartons or there will be no basis for a claim to file on your behalf. Concealed damage is damage that occurred either at the factory or during shipment that is not obvious without removing the packaging. If you discover concealed damage, stop unwrapping or un-packaging the shipment and file a claim immediately.

Order shipped from a Marketplace seller

For orders placed through a Newegg Marketplace seller, please see here for information on our Marketplace Guarantee.

Updated on April 9, 2021

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