If your item has not arrived or seems lost, BidZoo has built-in protections and specific timelines to ensure you are covered.
1. The Seller Hasn't Shipped Yet
Sellers have up to 7 days from the purchase date to ship your item and add a valid tracking number.
Days 3 & 5: We send automated reminders to the seller.
Day 7: If the seller fails to ship within 7 days, the order is automatically canceled, and you will receive a full refund.
2. Tracking Is Stuck or Stalled
If tracking shows no movement (e.g., stuck on "label created" or missing carrier scans):
Message the seller first so they can contact the courier for an update.
If tracking remains stuck with no updates for 7 business days, BidZoo will cancel the order and process a full refund. > Note: Once an order is canceled due to stalled tracking, it cannot be reinstated even if the package arrives later.
3. Tracking Shows "Delivered," But You Don't Have the Item
Once tracking marks a package as Delivered, you have a 3-day inspection window to review your order.
Act Quickly: If your package is marked as delivered but you haven't received it, you must report the issue to BidZoo Support immediately within this 3-day window.
Automatic Confirmation: If no action is taken within 3 days of delivery, the system will automatically confirm the delivery and release funds to the seller. Disputes or refunds cannot be opened after this 3-day window closes.
4. Package Returned to Sender (RTS)
If a package is returned to the seller due to an invalid address, failed delivery attempts, or being unclaimed:
Please reach out to the seller or support right away to resolve the issue.
If the returned shipment remains unresolved for more than 7 days, the order will automatically be canceled and the item cost refunded (shipping fees are non-refundable as a delivery attempt was made).
If you still need assistance, feel free to use our widget on the bottom right of your screen to chat with us.