I have ordered a hat from Down South Hat Company over 2 months ago and have not received the package or an update on the package. I have tried emailing them and DMing them on instagram and have not received an update. When i click on my package confirmation it now says that the website is down. I would like to speak to someone about this.
Hi, @cassthomp31 !
I’m very sorry to hear about your experience, and I would be happy to provide you with some information and best next steps.
For some context, Shopify is a software company that merchants use to create online stores for their businesses, but we are not involved in the day-to-day operations of any stores on our platform. I do, however, want to help you get this figured out because I understand how frustrating situations like this can be.
I would first recommend reading over this document as it has a lot of great information and tips for when you don’t receive an order that you placed online:
Since so much time has passed and you haven’t received your order or any updates from the seller, your best bet would be contacting your bank or payment provider to see if they can investigate the order on your behalf, and if necessary, file a chargeback. If you believe the store you ordered from is using Shopify as their hosting platform, you can also report them to our internal team for investigation using this link. For security and privacy reasons, we won’t be able to provide you with an update on any investigations that take place, but you would be helping keep our platform safe for all merchants and shoppers.
I hope this helps, and please let me know if you have any more questions.