For all the details of how Grab And Go Services Refund Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read our full policy. If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the vendor know by reporting that you didn't receive it. If your item hasn't arrived, you can track your order in Purchases. You can check the expected delivery date, the address it's being shipped to, and the latest tracking updates.

The vendor is the best person to help if the delivery date has passed and your item hasn't arrived. You can ask for an order update, a replacement, or a refund back to your Account Wallet. Most vendors respond within 3 business days.

To be eligible for buyer protections, you need to report the item hasn't arrived within 30 calendar days after the delivery date, so get in touch with the vendor as soon as you can. Refunds are typically available within 3-5 business days.

When we step in, we'll review the details of your case and will aim to resolve it in the fairest way possible. We normally come back with an answer within 24 hours, though occasionally it might take longer if we need more information.

If your item arrives, you can close your request. This lets the seller know that the issue is resolved.

If you don't agree with our resolution, you can appeal by providing new information within 30 calendar days of the case being closed.

If there's a problem with the item or you want to return it, you'll need to close your item not received request, and open a return request instead.

If you've already received a refund, get in touch with the vendor about what to do next. For example, you could:

• Send the item back and keep the refund
• Keep the item and arrange to reimburse the seller