If your order shows as Delivered but never arrived, we suggest checking the hallway, a reception area, or a hiding spot outside of your door.
What to do if my order never arrives?
We recommend to take the following steps:
- Go to Your Orders page and check the delivery date and time
Verify the order delivery address
- Verify Apt/Unit/Floor number (if applicable)
- Ensure your phone number is correct
- Check your email to see if you received a communication from Mercato
Check around the delivery location for the order
- Check with your doorman or reception area (if applicable)
If you still cannot locate your order please follow these steps:
- Go to Your Orders page on Mercato.com
- Click the Details button on the order
- You will see the message "Is everything good with your order? Let us know!"
Click the link Let us know!
- A new window will open. Click Issues with Delivery
- Click Order Never Arrived
- Answer the prompted questions
- Click submit
Please report any issues with your order to our support team within 48 hours.
How to Reach Customer Support
- If you'd like to chat with a live agent, visit this link, and click on the chat icon in the lower right-hand corner, we will be happy to help!
- If you'd like to submit a support ticket, follow this link: Submit a request
- Our email is email@example.com
- Our phone number is (855) 966-2725
Business hours: 9:00 AM to 9:00 PM EST