Are you still waiting for your online order to arrive? It can be challenging to know what to do when you’ve paid for something and it seems to be stuck in limbo. However, you may have some rights under BC law. In this post, we’ll walk you through your options when your order never arrives.
Reach out to the business:
If your order is taking longer than expected, the first thing you should do is contact the business. They may be able to provide an update or let you know when to expect the order. In some cases, there might be a legitimate reason for the delay.
Can’t get a hold of them? There’s a chance the business is facing a backlog of customer emails, but there’s also a possibility that it was a scam. If the contact information they provided you is faulty, or their website no longer exists, skip down to the “Was it a scam?” section for some options to consider.
How long do I have to wait?
When you buy something online, you may be entering into something called a distance sales contract. These transactions are not entered into in person (usually online) and you don’t have the opportunity to inspect the item before you buy it. When you make an online purchase, your order should include estimated delivery date, but sometimes it doesn’t. Here’s what you need to know about your cancellation rights:
- You are within your right to cancel if the goods are not delivered to you within 30 days of the estimated delivery date.
- You are within your right to cancel if you weren’t provided with a delivery date and your order doesn’t arrive within 30 days of the purchase
How to cancel/request a refund:
You need to let the business know that you are cancelling your order and the reason for doing it. Here are the two reasons for cancelling and the forms to use for each:
- Option #1: Your order was not delivered to you within 30 days of the delivery date. Use this form to cancel your order
- Option #2: You were not provided with an expected delivery date and your order did not arrive within 30 days of the purchase. Use this form to cancel your order
Once you’ve filled out the relevant form, send it to the business (by mail, email, or fax) to let them know that you’re cancelling your contract. The seller has 15 days to refund you the total amount.
Still nothing? Now what?
If the business does not give you your refund, the recourse is now through your credit card provider. You can request that the charges on the card are reversed or cancelled and we have a form available to help you through that process. Follow the form instructions carefully, as certain information must be included for it to be effective.
If you are also denied by your credit card provider, we want to know about it. Both the credit card provider and the business would be in breach of the laws we oversee. We would encourage you to submit a complaint to us so we can review it and determine if we can help.
Was it a scam?
While there are many legitimate online businesses, fraudulent activities do happen. If you’ve tried to contact the business numerous times but never heard back or their website no longer exists, it may have been a scam. Sometimes you can find other consumers’ reviews online who have experienced something similar. If you’re in this boat, try contacting your credit card provider outlined above.
You can find more information on what to do if you have a problem with an online purchase on our website.
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How to make the most of your trips to the grocery store.
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Going to the movies: here’s what to expect now that theatres are open
COVID-19: returns, refunds, and exchanges
Look through all of our COVID-19 related information on our website.
Where do we fit in?
Yes, we are a provincial regulator. We are responsible for some very specific transactions in BC. We aren’t experts on COVID-19. We won’t – and shouldn’t – ever give medical or legal advice. But we are in a unique circumstance right now and we want to help people navigate the current reality. We don’t have all the answers, but we will do our best to share information from reliable sources, put it in ways that are easy to digest and understand, provide referrals and help you navigate this situation.
About Consumer Protection BC
We are responsible for regulating specific industries and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
I ordered from a company called Roselin on May 25, 2020. They have sent items I didn’t order and ones I did have not arrived. One thing was “100% cotton” and is actually nylon!!
This company should be shut down!
Hi Heather, thanks for sharing your experience. Online businesses are certainly tricky to deal with, especially during times like this. Have you contacted the business to see if they could provide you with an update on your original order? As this post suggests, if you end up not receiving your item, you can try contacting your credit card provider for a refund. I hope this info helps!
I ordered from Amazon and did not receive my order because the courier company admitted to loosing my order.
Hi Tina – thank you for contacting us and this has happened to me personally as well. Was the courier company able to compensate for the lost package?
I ordered an item from an international retailer. My package is tracked but lost while in Canada Post’s possession. Canada Post states I must get a refund from the retailer. The retailer is no longer responding to me.
Should Canada Post not be liable?
Hi Douglas, we do not regulate Canada Post so we are not completely familiar with their policies. If the parcel was insured, Canada Post would be liable to pay the amount that was covered. If not, you may need to contact the credit card provider and request a refund.
I ordered some KFC. After 1 hr I called the help line. After a wait w/on-hold I connected to a fellow who put me thru to the restaurant. When a staff finally answered there she giggled&hung up. All calls to their help line connected me to the same employee, it was surreal.After speaking to him repeatedly &At the 1 1/2hr point I requested cancellation. No refund came. I contacted other KFC complaint line: no apology-no $-no response. Totally freaky behaviour by a billion dollar company start to finish.
Hi Tania, thank you for sharing your experience here. That seems definitely odd and sorry to hear that you’ve already tried a few different processes with no luck. We don’t oversee the restaurant/food industry so we are not able to provide you with any support but if you can find any other phone numbers/chat features, please give them a try. Another thing you can try is to request a charge-back from your credit card company (if you paid by a credit card). I hope you will be able to get your money back soon!
Hi
I ordered through online store i found on Insta, promoted by local celebs as well on 6th May, the product never arrived.
I contacted the business and they said it will be shipped on 8th May, they are local online business based in surrey, BC but I don’t have any tracking number or confirmation email that the shipment has been shipped. Anyways, I waited couple of days but it never arrived so i wrote another email to cancel the order and issue me the refund.
I wrote several emails after that to them but they never responded.
It is only 50$ but that is not the point, These business are getting away scamming people.
What are my options here?
Hi Kirat,
Thanks for your question. According to BC law, the online store has 30 days after the expected delivery date to provide the good you paid for. If they have not delivered by then, you can use one of the forms we have provided in the blog post above to cancel the transaction. At that time, you may wish to approach them with a receipt to try and get a refund. If that is unsuccessful, you might want to talk with your credit card provider to ask for a charge-back. Hope this helps, and good luck!
Hi,
I ordered something through amazon and requested a refund. A few weeks later i contacted them because i didnt get the refund money back. They told me I sent the wrong item back so they cannot issue a refund. Im being 100% truthful that i have returned the item back. What can I do in this situation? Thanks a lot.
Hi Eric, thanks for your question. Since your item did arrive and you decided to return it, the steps outlined here won’t apply to your situation. I might suggest you continue to work it out with the business and escalate the issue through their customer service team – try to provide proof that you shipped the proper item back if you have the receipt. If you still can’t resolve the issue, you may be able to request a refund from your credit card provider. Here’s some information on that process: https://www.consumerprotectionbc.ca/2012/08/how-to-request-a-refund-from-your-credit-card-provider/