> For the complete documentation index, see [llms.txt](https://support.tilt.app/tilt-help-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.tilt.app/tilt-help-desk/returns-and-refunds/order-hasnt-arrived.md).

# Order Hasn't Arrived

Please contact the seller if:

* You have not received your package or any tracking update within 15 days of placing your order (National Shipping).
* You have not received your package or any tracking update within 30 days of placing your order (International Shipping).

**To be eligible for a refund, please contact support within 60 days of placing your order — this applies to both domestic and international shipments.**

Only escalate the matter to our support team if there is no response from the seller or if the issue remains unresolved.

You can also click [here](/tilt-help-desk/returns-and-refunds/how-to-request-a-refund.md) to learn how to request a refund.

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