Cancelling an order the seller didn’t deliver
If the seller misses the guaranteed delivery time, you can cancel and get your money back: to your card if you paid by card, otherwise as a refund voucher.
When you can cancel
You can cancel when all of these are true:
- The guaranteed delivery time on the order page has passed. Until then, the button counts down.
- The seller hasn’t marked the order delivered.
- The seller hasn’t sent you a message in the order chat.
We notify you as soon as the cancel is available. Orders delivered instantly can’t be cancelled this way, and neither can an order with an open chargeback.
If the seller replied but still hasn’t delivered, select Contact seller and choose Order was not received. The seller then has a set time to deliver. If nothing arrives by then, Cancel & refund becomes available.
How to cancel
- Open the order from your orders page.
- Select Cancel & refund. It opens Seller missed the delivery window.
- Check where the refund goes. The dialog shows Original payment method or Refunded as a refund voucher.
- Select Cancel order & refund.
You don’t choose where the refund goes. Orders paid by card, Apple Pay, Google Pay or another card wallet go back to the card. Orders paid with crypto or voucher credit get a refund voucher.
What you get back
A refund to your original payment method is everything you paid, processing fee included. A refund voucher is the item price; the processing fee isn’t refunded. A cancelled order earns no Sand Dollars, so nothing is taken back from you.
| Refund | When it arrives |
|---|---|
| Refund voucher | Instantly. It’s active, never expires and checkout applies it to your next order. |
| Original payment method | The site shows 5–10 business days |
If you paid partly with voucher credit and partly by card, the card part goes back to your card and the voucher-credit part comes back as a refund voucher.
