Can't reach Cherish Toy Store for undelivered order, what to do?

[LWhipple]

I ordered an item from cherish toy store on December 23rd order number 1362. The payment went through paypal and was taken from my bank account. I have attempted to contact this store several times and have never heard back nor received the item. I have tried going to the help center but I cannot find anything to utilize to file a complaint and get my money back. Is there a form I can complete? 

[Emily]

Hi, @LWhipple.

Thank you for reaching out! 

I can understand and appreciate your concern with your order. Shopify is the website and shopping cart service that some merchants use to run their online stores. However, we do not manage the shipping or sales of the store. We advise replying via the original order notification email you would have received. Suppose you don't receive your order in a reasonable amount of time. In that case, you can always reach out to PayPal or your credit card provider for further options regarding your payment and possible refund options. We cannot recover your money for you as we do not operate businesses on behalf of our merchants on the platform. I will say this, though, we absolutely do not condone any fraudulent activity on Shopify. If this does happen to be a Shopify store, filing a claim with your bank will trigger a notification internally, which we can use to investigate the shop as needed. We will look into the store's activity and take action where appropriate. You can also report an issue with a merchant, which will also trigger a notification internally. For legal and privacy reasons, we will not be able to share the results of this investigation with you.

Take care,