FAQ: Your Online Order

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Shopify clarifies that stores on its platform are independent businesses, and Shopify does not manage individual orders, fulfillment, or shipping.

Key guidance for order issues:

  • For a missing order, contact the store directly through its Contact/About page or reply to the original order confirmation email.
  • After 2 weeks, delays may still be normal; shipping and production can take up to 4 weeks depending on distance and processing.
  • After 4 weeks, ask the merchant for an update. If there is no reply after several days, submit a complaint through Shopify’s form.
  • If the merchant remains unresponsive and the order still has not arrived after 4 weeks, contact your bank or payment provider about next steps.

For stores believed to be harmful or illegal:

  • Review Shopify’s Acceptable Use Policy (AUP), which defines prohibited activity.
  • Submit an AUP violation report for investigation.

Shopify notes it cannot share store-specific information with non-owners for privacy reasons. The post is informational and leaves case resolution to the merchant, complaint process, or payment provider.

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Welcome to Shopify’s Support Community

Shopify is a multi-channel commerce platform that lets you start, grow, and manage a business. You can sell on the web, mobile, social media, online marketplaces, brick-and-mortar locations, and pop-up shops. Stores on our platform are independent businesses and Shopify does not oversee order management, fulfilment, or shipping.

Please take a look at some of our FAQs below.

Where is my order?

For enquiries about specific orders, contact the store where you placed the order using the information on the About Us or Contact page of that website. If you cannot contact them, reply to the original order notification.

It has been 2 weeks and I have not received my order.

Sometimes there can be shipping or production delays in getting your order to you. Orders may take up to 4 weeks to reach you, due to the shipping, production, and distances involved.

It has been 4 weeks and I have not received my order.

Contact the merchant to request an update by responding to your order email. If you have not received an update after several days, submit a complaint via this form.

If you haven’t received any response from the merchant and your order has not arrived within 4 weeks, contact your bank or payment provider for guidance on the next steps.

I have found a store that I believe is operating illegally or in a harmful way, how do I act on this?

We suggest you review Shopify’s Acceptable Use Policy here. Shopify’s AUP describes the activities that are not permitted on the Shopify platform. If you believe a store is operating in violation of our Acceptable Use Policy (AUP), please fill out an AUP report here. We investigate material reported to us and take action if it violates the AUP.

Why can’t Shopify Support give me more information?

For privacy reasons, we are unable to discuss an individual store with anyone but the store owner. We investigate fraudulent activity reported to us and take action accordingly. We understand your frustration at this time and trust that this will be resolved promptly.

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