Ever ordered something online and had issues with delivery? Perhaps your package is nowhere to be seen or you’re worried about theft. Not sure who to contact or who is responsible? Here’s what the law says about online orders in BC.
Who is responsible when you don’t get your package?
It can get a bit complicated, but the bottom line is this: regardless of the outcome of your package, the business needs to deliver it using a method you agreed to.
The default for what it means to “deliver to a consumer” is for the package to be handed to you directly. If the business plans to use a different delivery method, like dropping it at your door, they need to let you know beforehand so you can make an informed decision. This can happen in the information and disclosures before you click “confirm purchase”.
If the business did not deliver the package directly to you and they did not inform you of a different delivery method, that means they failed to properly deliver the package.
Why does this matter?
Before you order something online, the business should tell you how they plan to deliver your item if they don’t plan to give it to you directly.
For example, if the business plans to drop the item at your door unattended or hand it to another person at the residence, you should be made aware of it. Perhaps you live on a busy street or have experienced issues with package theft at your building, so that option wouldn’t work.
The important thing is that you (the consumer) can make an informed decision about whether to purchase something based on the way the business will deliver the item.
I never consented to an alternate delivery method, my package was not handed to me, and my package isn’t here
The first thing you need to do is double check if you consented to a different delivery method when you bought the item. Consider doing a mock-purchase and see if there’s information about delivery anywhere in the process. If you aren’t sure, contact the business and ask if there is any information about delivery methods prior to purchase and if these details are also disclosed once you’ve made the purchase.
If you believe you never agreed to a different delivery method and it wasn’t disclosed to you, and your item has not arrived within 30 days of purchase (or within 30 days of the estimated delivery date, if there was one), please follow the steps below to cancel your contract and request a refund.
The law for online orders in BC
When you buy something online, you are usually entering into something called a distance sales contract. This “contract” may look like an order confirmation or digital receipt.
We oversee certain rules for these contracts, including your cancellation and refund rights in some situations. You can cancel your order and request a refund if the goods are not delivered to you within 30 days of the delivery date noted in the contract OR if you weren’t given a delivery date in your contract and the order doesn’t arrive within 30 days of the purchase.
How to cancel your online order and request a refund
Follow these steps to cancel your order and request a refund:
- To officially cancel the contract and request a refund from the supplier, you can use one of the official cancellation forms available on our website. Once you have filled out the right form, you can send it to the business (by mail, email, or fax). The seller has 15 days to refund you the total amount.
- 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 – we also have a form available to help you through that process. Request for reversal of charges from your credit card provider
- 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.
Where to go for help
The first step to a solution is to work with the business directly. This is always the fastest and most efficient way to resolve problems.
If you never consented to an alternate delivery method, your package was not handed to you, and your package is missing or never arrived, please follow the steps above to cancel your order and request a refund. Learn more about the rules for online orders in BC.
Feel free to ask us your questions in the comment section below or explore some of our other blog posts about online orders.
Did you like this? You might like these posts too!
6 tips to be a smarter online shopper
How to get a refund if your online order never arrives
How to avoid “porch pirate” theft
Shopping online? 5 red flags to watch out for
Confirm purchase? Make sure you see these 4 things first!
About Consumer Protection BC
We are not-for-profit regulator responsible for overseeing certain industries and specific 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 try to offer a referral to a relevant organization, if one exists. Other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
We are currently waiting for an order which I placed in late October on line thinking I was dealing with an American company and the product was made in the USA. I paid by credit card and was astonished to see the order was being shipped from China. I paid extra for tracking service and in early December was notified it had arrived in Mississauga Ontario. It was transferred to Canada Post and I received notice it was in transit an would arrive December 16th. Since then it hasn’t moved from the “in transit” stage and I have been unable to get any more information?
Hi Harold, thank you for contacting us. Canada Post has been experiencing an exceptionally high volume of mail and parcels this year. Having said that, you may want to follow up with them. Here’s a link to their website (https://www.canadapost.ca/web/en/pages/support/default.page), take a look at the “Tracking Status” section and see if you have some options such as contacting them over the phone. I hope you will be able to get your package soon!
I deal a lot with shipping from China as my business is shipping from there. From what I’m reading from your post is your package is with Canada Post. It’s most likely in cbsa clearing stage. The china shipping doesn’t always update on time that’s why it seems stuck in transit. Best to check on CP tracker for updates.
Perfect timing for this info as I have been having a problem with a order I made on the 26th of Nov..the company said it was shipped Dec 3rd and the shipping company states they only received electronic documentation, but never received the package. So because of this article I know what steps I can take…Thankyou
You are very welcome, Lynda! Best of luck to you in receiving your package.
What do you do when Post Office gives you wrong key for box . When you get right key to get your parcel and its not there. Post Office says it was delivered and not thier fault. It was delivered.
Hi Lynn, we do not regulate Canada Post so we are not familiar with how they deal with these kinds of issues. Have you obtained a service ticket to start a claim process with them? Depending on how it was mailed (tracked, with or without insurance) they may be able to help you further. Here is a link to their website related to your situation. I hope you will be able to get your package soon!
Thanks! This is useful information as I order lots of goods online!
Hi Nigel, we’re glad to hear that the information is helpful! Thank you for your feedback.
Hi,
Wondering what is the situation when you never received your item but the company does send you an item. For example, I ordered a bathroom sink top and received a bottle of mushroom vitamins. But now the company says they will not refund for the item I paid for until 7-10 days after they receive this other item back at their warehouse.
It feel a bit shady that they can hold your money for something they never sent, in order to make to return a completely unrelated item to them that they sent by mistake.
Not that I am apposed to returning the other item, it just that me returning that item is a favor to the company in helping them correct their mistake, and they should really be able to keep my money for an item that they never delivered?!?
Hi Chris, based on what you have shared, I know it’s not your preference but to try to resolve the issue as directly as possible, it may be worth returning the wrong item and see what happens. Hopefully you won’t be charged for that. If you return the item and don’t get your refund for the item you ordered, you can follow the steps at the bottom of this blog post. I hope that works out for you!
I ordered from a company in China. I tracked it to my community mailbox. No key was left in my mailbox to retrieve my parcel. Canada Post takes no responsibility.
Hi Barb, thank you for reaching out to us. Are you still having trouble accessing your mailbox because you do not have the key? If that is the case, Canada Post would be the only organization that can help you. If the package was lost, you could try cancelling the “contract” with the company by following the steps outlined in this post. Please let me know if you have any questions about this process.
We ordered an item from a company online that didn’t offer in-store pick-up for the item. We were given tracking information so listened attentively for the delivery since the item was relatively expensive. We were home at the time of delivery, received no knock and the package was left on our doorstep (we have double doors and leave the first unlocked for packages to be slipped inside but the postal worker said it was too stiff to open). Within half an hour of when it was said to be delivered we randomly checked and there was no parcel.
After contacting Canada Post, they did an investigation and determined that GPS put the package at our house at delivery, so must have been stolen. We contacted the company we ordered from at this point and they said they’d conduct an investigation and get back to us within 10 business days. It’s now been double that amount of time. I’ve contacted the company twice now and they say the investigation is still ongoing. Do we have any recourse whatsoever? The package was expedited I believe, so should have had insurance on it?
Hi Jenn, at this point, the package was delivered to your house (sounds like GPS proves it) so you may want to contact your local police to report theft. Canada Post offers different kinds of insurance but often it’s an additional feature so please check your receipt/shipping notification to see if you paid for insurance. You can also ask Canada Post I believe. Contacting the credit card company to ask for a charge-back is another option but I am not sure if that would result in a refund. Nonetheless, I hope you will be able to resolve this issue quickly.
I think we all order online during tumultuous times. I have everything sent to a post office outlet in a drug store. I then go pick it up. Simple solution for me as local post boxes have been tampered with.
Cheers to all of you – your responses to all mail are much needed. Pat Savage
Thank you for sharing this, Pat! I personally use Canada Post’s Flex Delivery as well, so much safer and no need to worry about the package getting lost.
Hello,
What if the problem lies with the courier company? In my instance, UPS is trying to charge me brokerage fees totalling almost 50% of the cost of the item I ordered online from the US. I discovered that I didn’t have to pay UPS’s horrendous brokerage fees if I simply self-cleared the package myself with CBSA and that UPS was lawfully required to provide me the necessary paperwork to do this. I have sent 3 requests to UPS for the paperwork now in just over a week and they are not responding to my requests. UPS has simply replied that someone will get back to me, but never does. Please help!
Hi Alan, thank you for leaving us a comment here. Unfortunately, our organization does not oversee courier companies so we are not able to provide any advice on this. Sounds like you have tried to contact UPS numerous times but since there are no regulatory organizations, you may need to keep trying with them. Hope you will be able to resolve the issue directly with them.
Hi,
Thanks for answering questions.
I had some rare books ordered from eBay USA. It showed delivered with a signature.. that is not ours. The shipping company Intelcom, seems to have no interest in attempting to collect back the package from who they have it to.
eBay wants to just refund me and move on. But these books are impossible to find again in the same set. I just want my items – not the money back.
Is there no requirement for the shipper to make every effort to collect back the items? The people who received did so and are opening my mail illegally, is there no action against them? The shipping company/driver must know where they took it. Would the police require the shipper to provide them that location and go collect it?
Really, how is there any incentive for shipping companies and drivers to actually make proper deliveries when there’s no accountability, and everyone else pays for their mistakes :(.
Hi Julie, thank you for contacting Consumer Protection BC. If you think the package got delivered to the wrong address or got stolen from your front door, you can report the theft to the police. But I’m not sure if the police will be able to help you locate the package. You may want to go back to the shipping company to find out where it got delivered (your house vs someone else’s place). I hope you can find the books soon!
Hi, I’m based in the U.K. and ordered an item on eBay from a company based in B.C.
I looks likely that the item is lost in transit , am I covered under B.C. distance selling regulations ? I paid by bank transfer and the company in question has indicated they will not refund ? Thanks Andy
Hi Andy, thank you for getting in contact with us. You can certainly take a look at the distance sales contract laws in BC as your seller is located in BC. Were you notified of the estimated delivery date when you purchased your item? Did you receive a receipt by email? Your right to get a refund would depend on these factors so please read through the blog post above. Links to our cancellation forms are in the post as well. I hope you will be able to receive a refund quickly!
What are the protection laws for businesses that enter into a shipping contract?
Small retailers, especially home based businesses selling on sites like Etsy, don’t have the money to pay for a shipping company’s mistake.
Surely, we’re consumers too in these situations.
I understand you don’t regulate Canada Post, but if we ship via courier what laws protect us from not receiving the service we’ve paid for?
Hi Rachel, thank you for reaching out to us. Unfortunately, the consumer protection laws in BC do not extend to businesses so we are not able to offer any support. Solving the issues directly with the company (especially with a private courier company) would be one option, otherwise, you may have to take the dispute to court. With Canada Post, they have their own Ombudsman so you can contact them. Here’s their website. This is perhaps not what you wanted to hear but I hope you will be able to resolve your issue.
how do I submit claim online? is there a link I can use?
Having issue with UPS store not providing me my package
Hi G, it is the business that this process helps you with, not the courier. If the business did everything they were supposed to, but it’s the courier that is causing issues, then you would not use our forms or follow this process and instead you would need to deal with the courier directly. Alternatively, if the business did not deliver the item properly as outlined above, then you can follow the steps under the section above entitled “How to cancel your order and request a refund”. Thanks!
Hello,
“Reasonable notice of delivery”
Can you please define this term?
For a package delivered Via Canpar: They only listed on their website the day it would be delivered with the note “by end of day”.
Their proof of delivery was a Photo.
They did not notify me of the delivery in any way.
I would have had to continuously check their website every minute to find out.
To me, this is not “Reasonable notice of delivery”.
The package was stolen within 2 hours of the delivery. I have filed a police report.
I need to know so that I can determine who is responsible for the package and if I am required to pay the seller despite not receiving the computer.
Thank you.
Hi Maxime, thanks for your question. An estimated delivery date is considered a reasonable notice of delivery. This is typically how businesses do it. The purpose of this is so you have a chance to accept the package. If you know you’re not going to be home to accept a package on a certain day, there are other options for you to consider: https://www.consumerprotectionbc.ca/2019/12/how-to-avoid-porch-pirate-theft/ . I hope this helps and best of luck!
How do I get in contact with the retailer if they are ignoring my e-mails and don’t have a phone number?
Hey Shaina, thanks for your question. If the business isn’t responding to you and you don’t have the package you ordered, you can still follow the steps in the section titled “how to cancel your order and request a refund”. In step 1, the law gives the business 15 days to respond and refund you, if they don’t, you can move to step 2. Best of luck!
Are there any chances to get money back for undelivered package if it was paid by etransfer but not with card?
Thanks
Hi Anna, thanks for your question. If you’ve waited the full 30 days after the expected delivery date, you can still submit a cancellation form to the business. If they don’t refund you, then you may skip the credit card step above (banks don’t give chargebacks for debit transactions) and submit a complaint form with us. I hope this helps!
A porch pirate made off with 3 Amazon packages. They were delivered to a friend’s house who was home all day, except a trip out for a half hour, when the packages were delivered. The thief was caught on video stealing the packages. I Reported to Amazon same day via chat (their preferred contact). Amazon Said I needed a police file number and said there was no way they could initiate refund without police file number. I Contacted police and emailed the video 4 days later along with list of items in packages and the image the driver took leaving the packages at the front door.
I used chat function to report to Amazon the police file number and order numbers the same day I contacted police and the Amazon agent said the refund would be initiated. I went to work out of country assuming the refund was being processed. When I got back I checked my bank account to compare the dollar value of the refund to figure out what they refunded (I had other refunds were issued by merchants since the items were not available, and it is confusing what refund is for what item) and I discovered only 1 package was refunded ($23). The second package containing 2 items (~$45) was not refunded, and the third package containing 4 items (~$35) was not refunded. I contacted amazon today—68 days after I made the police report only to find out it is too late because matter must to be settled in 60 days and by phone only. I asked why only 1 of 3 packages was refunded and they said because it was not of high value and they could issue the refund without a police file number. Not what the first Amazon agent told me. The information changed with each agent, and neither agent I used the chat function with informed me of these policies.
When I called today (68 days later) Amazon said they didn’t have record of the chats. When I was able to give the name of the first agent, they found the chat. I did not screenshot the chat or save the agent’s name when I reported the police file number and order numbers to Amazon during the second chat. (I learned today that customers can only access chat same day, else they are unavailable to the customer.) Amazon said there is no record of my second chat reporting the police file number. They also asked if the police file was ongoing or closed, for the officer’s name and badge number, and how to spell RCMP.
After 1.5 hours on the phone with amazon, amazon refused to issue me a refund saying I should have reported it within 60 days.
Hi Rebecca, thanks for reaching out. I don’t know if we have much to offer you here outside of continuing to work with Amazon to try and reach a solution. The laws we oversee don’t capture theft. I imagine this wasn’t the answer you were looking for but we wish you the best of luck.
Dear Mam and sir,
I bought a expensive item to a small business ownere in bc and they send electronic contract stating that any lost or damage should still paid by the buyer as this is a layaway item. Unfortunatelly they did send the package with tracking number but it was send to the wrong address and got lost.what are my options as a buyer / reciever ? Do i need to continue paying for the item i didnt get. The merchant says i have to because it is with the electronic contract? Can i stop paying for the item i didnt recieve even if its under electronic contract.Who should bear the cost?
Hi Carmen, thank you for contacting us to ask a question. Generally speaking, the business is responsible for the proper delivery of the item. If you didn’t receive the item within 30 days of the delivery date noted in the contract, you are entitled for a refund. You may want to use our form that is available on our website to cancel your purchasing contract. You can get more details and access the form here. I hope you are able to get a refund.
Hi I bought a pair of shoes from Salomon and the shipping company was UPS. UPS delivered the parcel in front of the mailboxes. Next day when my friend wanted to pick it up, encountered with an empty box. I contacted with Salomon and they didn’t accept any responsibility and pointed me to UPS. UPS started investigating and two weeks has passed and no updates.
UPS delivery service didn’t leave a note and dropped the parcel without notifying at 6:20 PM . I was at home that time.
What should I do?
Hello and thank you for getting in touch with us. Sounds like you have already been in contact with UPS and your next course of action depends on what they come back with. If UPS can prove that they did everything they were supposed to (proof of delivery as mentioned in the article above) and you’re concerned about theft, you can report the issue to your local police. If the UPS cannot prove that they delivered the goods to your home in the ways outlined in the article and you still don’t have your package, you can follow the steps to receive a refund. Please read the article carefully as there are many important details. I hope you will be able to resolve the issue quickly!
I ordered a package online. It was delivered but it wasnt there by time I got home. I do suspect however that the delivery guy stole the package but I have no proof. Neither the Supplier nor the delivery company want to reimburse me or send a replacement item. What should I do?
Hello, thank you for contacting Consumer Protection BC. Were you able to get a proof that the item was actually delivered to your address (i.e. a photo of the package at your door)? If the business can prove that they did everything they were supposed to and you’re concerned about theft, you can report the issue to your local police. For all the other scenarios, please read through the post to assess your situation.
Hello, I ordered some linen apparel from a company in Victoria. It shipped in January, but the tracking number shows it has been stuck in Victoria since the day it shipped. I reached out to the seller to see what we could do if it ended up being lost. They said that their shipping alleviates them of responsibility, and if I want the apparel, I will have to pay again, with tax. Here is what their policy states- i have deleted their name for privacy.
Disclaimer
?? Designs are not responsible for any lost, damaged, or stolen packages. Once the item is shipped it is no longer our responsibility. Please be in touch with Canada Post or us if you have concerns about your package.
I believe that this does not circumvent bc laws, but wanted to be well informed before I continue to converse with them.
Hi Chelsey, thank you for reaching out to Consumer Protection BC. As you may have read on the post, the business must always be able to prove that they delivered the item properly. Sounds like your package was sent with a tracking number so the business should contact the delivery company to see why the package is still sitting in Victoria. I hope you will be able to work with the seller to find your package but if you don’t get the package within 30 days of the delivery date in your order confirmation email, you may be able to cancel your order and receive a refund. Please read the section under “online orders in BC” on the same page for more information. I hope this is helpful!
hi there,
i made a purchase but to my surprise the wrong street address was inputed into the shipping address.
i have not received a single email from DHL or the clothing company i made the purchase from stating when the parcel was shipped, when it was expected to arrive or any emails about a signature release form. it is feb 11th and it turns out the parcel was “delivered” feb 1st. i have tried to go to the delivered address to kindly ask for the parcel back and even left a note asking for them to contact me but no one has replied. what should my next course of action be?
thank you!
Hi Amanda, thank you for contacting Consumer Protection BC. Generally speaking, the business must be able to prove that they delivered the item properly. How did you find out that the package was delivered on Feb 1st? You may continue to try reach out to the clothing company but also contact DHL for the proof of delivery such as a photo of the item at the door. If the business can prove that they did everything they were supposed to and you’re concerned about theft, you can report the issue to your local police. If the business cannot prove they delivered the goods to your home in the ways outlined above and you still don’t have your package, you can follow the steps outlined in our post to cancel your order and receive a refund. I hope this information is helpful.
thank you for your response! i did not receive any photos of the parcel being delivered.
does the form i fill out for the charge reversal work if the clothing company is based out of the USA?
As long as you are located in BC, the form is valid even if the company is in the USA. Please remember that you have to follow the steps before submitting the form so I would recommend reviewing the steps carefully. For example, it’s important to know if you were given an estimated delivery date when you purchased the item. If you have any further questions please feel free to contact us again. Good luck!
Possibly a dumb question, but what is the law around defective product? IE, the delivery was physically made, the item arrived, it just arrived non-functional.
Company I ordered from has gone radio silent after purchase, not even acknowledging me.
Hi Tristan, thanks for reaching out to us here. Product quality issues can be tough to resolve. Ultimately, the best route to a solution is through the business directly – keep in mind businesses are allowed to set their own return and refund policies. If you can’t work it out with the business (or you can’t reach them), your options are somewhat limited. Here’s a blog post with more info for you: https://www.consumerprotectionbc.ca/2017/11/quality-service-issue-can/
I suspect this was not the answer you were looking for but I hope it helps.
Shucks, that’s not great. They aren’t replying at all since I ordered it, so I can’t really go through them, since they refuse to talk.
Just kinda sucks that I can’t get anything for a non-functional item. It’s not even like I’m displeased by the quality… It just straight up doesn’t work. =|
Appreciate your response though!
What happens if the order is not delivered due to Canada Post strike? The business sent the package, but neither did the consumer receive it.
Hi Andriy, the rules still apply. However, I would consider trying to work with the business given the situation and see if you can reach an agreement or have some patience waiting for your order. If you would still like to cancel because it’s been more than 30 days, you would be within your rights to do so.
I have received a damaged item (either in customs, or by the courier). The seller is an American company located in California, but the goods are coming directly from China. The seller website Return policy states if a customer get a damaged product they will provide a prepaid label for return and refund. But I have been told this doesn’t apply to international orders, and I have to send the product back to them on my expenses. What should I do?
Hi Todd, issues involving damaged items are not captured under the laws we oversee. In this situation, your options would be to work with the business to reach a solution and outside of that there isn’t much I can offer you. I suspect this wasn’t the answer you were hoping for but I hope it helps.
I was expecting a TV to arrive on 15 November 2024. Unfortunately, the TV did not arrive as originally scheduled. According to the tracking website of the carrier, the TV was in their Richmond sorting centre.I contacted the store and the carrier, but they did not have a delivery date. Then I requested for a full refund on 20 November 2024.
The store first ignored my full refund request. I asked again. They finally replied that they could only process the refund after they had received the item.
The carrier responded on 27 November 2024 that they were unable to locate the TV.
I would like to ask whether the store is required to give me the full refund within 15 calendar days after I submitted the full refund request. Thank you.
Hi Sharon, you can only initiate the distance sales cancellation process once 30 days have passed since the expected delivery date. If there was no expected delivery date, you must wait 30 days since the date of purchase. Based on your question, it’s not clear to me that that waiting period has passed properly. If 30 days have passed, only then can you make the formal request for a refund (using our official cancellation forms). The business then has 15 days to refund you. If they don’t, you move to step 2 in the process explained above. Thanks!
I ordered a stereo component in person at the store that was to be delivered to the store for me to pick up. It’s been 3 weeks and I’ve called twice to the store who say they’ll look into it but they never reply. Would the online order rules govern here or not as it was an in-store purchase? I’m speculating it won’t apply but I don’t know what I can do.
Hi Jon, the rules outlined here only apply to online purchases (or any purchase not made in person). You could continue to try to work with the business (perhaps go in person to address the issue). You could also contact your credit card provider and request a chargeback. I hope this helps