Online purchases that never arrive in Ontario

When an online order does not arrive, preserve the listing, order confirmation, promised delivery information, tracking history, and payment record. Identify the actual seller and where it operates. A marketplace platform, payment provider, and seller may have different responsibilities and complaint processes.

Contact the seller in writing and keep its response. Review applicable cancellation rights and any payment-provider dispute deadline promptly. A chargeback request and a legal claim are separate processes, and neither guarantees recovery. Do not assume every online purchase has an unrestricted right to return simply because it was made online. The contract, required disclosures, transaction type, and relevant consumer legislation matter. Preserve evidence before the listing or account information changes.

Save the seller's name, contact information, terms, order number, and the marketplace page before the listing disappears. Tracking marked delivered may need investigation if the parcel went to the wrong address or was not received. Keep communications with the carrier and distinguish what each organization actually confirmed. If the payment instructions or seller identity appear suspicious, verify the contact route independently and avoid sending more money merely to unlock a promised refund or replacement shipment.

Review each possible recovery route on its own requirements and timeline. The seller's complaint process, a platform guarantee, a payment dispute, and a civil claim may offer different relief and require different evidence. Pursuing one does not guarantee that another deadline is protected. Cross-border sellers can create service, jurisdiction, and collection difficulties even where a purchase was made from Ontario. Before spending more on a proceeding, assess the amount, reliable defendant information, applicable law, and realistic enforcement prospects. Preserve proof of every refund or credit so the remaining loss is stated accurately.

Sources

• Ontario safe online shopping
• Ontario shopping online or over the phone

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General Ontario legal information, not legal advice for your matter, and reading it does not create a retainer. Sources checked 15 October 2026: check the current law, forms and dates before you act.

Photos from Pexels: Shopping bags in a small shopping cart · Signing a contract with a pen.

This article is general information for people in Ontario, not legal advice. Rules, forms and deadlines change, and every situation is different. Check the current rule or speak to a licensed legal professional before you act.