Dispatch, tracking and delays
Sellers must state reasonable processing and shipping estimates, keep stock accurate, use the buyer’s confirmed delivery address and provide genuine carrier and tracking information after dispatch. Creating a label does not itself prove carrier possession or delivery. Buyers should review the estimate and monitor their order details.
Sellers must comply with applicable shipping law. For US internet merchandise orders, a seller needs a reasonable basis for the promised shipping time; if none is stated, the FTC rule generally uses 30 days. If timely shipment becomes impossible, the seller must give the required delay/cancellation choice and obtain required consent or provide the required prompt refund. Do not silently extend a deadline.
Report missing, damaged or incorrectly delivered parcels through Order Help. Cooperate with reasonable carrier investigations without allowing a support process to expire your legal or payment-provider deadlines.
Nothing in these policies removes rights that applicable law makes mandatory, or prevents a legitimate card dispute, payment-provider complaint, regulatory report, or honest review. Contacting Underground does not extend a card issuer’s or legal deadline.