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You are here: Skip Navigation LinksHome > FAQs > I placed an order with an online merchant, a while back, and I have not received it yet. What could the reason be?

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For inquiries about your shipments please login to your SnS  account & submit a customer care request,  by clicking on the link available at the bottom of the Shipment Tracking page. For additional support, please contact your local Shop and Ship Office

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I placed an order with an online merchant, a while back, and I have not received it yet. What could the reason be?
There are a number of reasons for such a delay:
1.The merchant did not ship your package, because they couldn’t get the proper authorization from your credit card company for your order. We advise you to contact the merchant for clarification, in this case.
2.The merchant shipped the package to your account but the package got lost along the way. Contact the merchant for tracking and delivery confirmation or request a replacement.
3.The package was received at your New York / London account address, but your name and account number weren’t printed on the package label. Your package could be stored in the Unknown Packages zone. Contact your local Shop and Ship station to check on the status of your package.
4.Your package contains hazardous material and it is held at our New York / London office. Contact your local Shop and Ship station to check on the status of your package