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Released: February 15, 2006
Help Desk FAQ
Retail
What can I do if I bought a product by phone or on the Internet and never received it?
When you buy a product by phone or online, pay attention to the delivery time stated in the company's ad, website or other documents such as emailed order confirmations. A federal law requires retailers to ship orders within the promised time. If the company does not specify a time, it must ship the product within 30 days after the order has been placed. If it is unable to do so, the company must notify you and give you the opportunity to agree to the delay or cancel your order and receive a refund.
When you have problems with a purchase, contact the retailer first. Try calling or sending an email, and if that does not work, send a complaint letter by certified mail. If the merchant is not able to provide you with a satisfactory solution, if you paid with credit card you can contact your credit card company to dispute the charges. If you used another payment method, contact your local consumer protection offices or the Better Business Bureau to request mediation or call a small claims court advisor to discuss your legal alternatives. To find out how to dispute a charge with your credit card company see "How can I dispute a credit card charge?" under Credit Cards.
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