My order hasn't arrived — what now?
2 min read
PPToGo doesn't fulfil orders — the merchant does. But we keep a record of every order and can help you find the right contact. Here's the fastest path.
Try this first
1. Check your email for the order confirmation from the merchant (not from PPToGo). The merchant's confirmation has the tracking number once the order ships.
2. Visit /orders on PPToGo — sign in with the email you used at checkout. You'll see the merchant + a button to email their order support.
3. If the order is older than 14 business days for a domestic shipment, or 30 days international, and you have no tracking, escalate to us.
When to escalate to PPToGo
If the merchant has been unresponsive for 5+ business days, email orders@pptogo.com and reference your order ID. We'll take it from there — typical resolution is a refund or replacement within 48 hours.
If you suspect the merchant has gone out of business or stopped shipping, file a chargeback with your card issuer and forward us the case number. We'll suspend the merchant on our side immediately.
Refunds
Refunds go back to the original payment method. Most settle in 5–7 business days.
Once the merchant processes the refund on their side, your PPToGo order status flips to 'refunded' automatically — we pick it up from the merchant's webhook.
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