Why is my online order taking so long to ship?

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I ordered a hat from a store off this website. It has been two weeks and the hat hasn’t even shipped out yet. I tried emailing the store multiple times and they continuously ignore me. 

Reply 1 (1)

Shopify Staff
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Hi, @Rbailey3725. I'm happy to share some information to help you out with this. I completely understand how it feels to have issues with online orders.


For context, Shopify provides the software for businesses to create and run their own online stores. We don't manage the online stores that may be associated with us, including the shipment of orders placed on online stores. For more help with your order it's best to speak directly to the store you purchased from. This guide lists some ways you can get in contact with a store about an order. I know you've already tried emailing the store, but the page I shared may list some contact options you haven't tried yet. For example, contacting them through any social media accounts they may have.


Orders may take up to four weeks to reach you since there can be shipping or production delays. If you still haven't received your order, or a response from the store, within four weeks of placing your order, you can try reporting an issue with your order using this form. If this store is using Shopify your report will be sent directly to them so that they can continue helping you. After four weeks, I'd also recommend you contact the bank or credit card company you used for your purchase. They often have systems in place to help with situations like this.


I hope this is resolved for you soon. If you have more questions, this FAQ page for customers of online stores can help as well.

Erin | Shopify 
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