Once your order has shipped, use your tracking information to identify and contact your shipping provider. Depending on the provider and shipment status, you may be able to change your delivery date, redirect your parcel, or add delivery instructions.
Where can I find my shipping provider's contact details?
You can find your shipping provider's name, tracking number, and tracking link in your shipping confirmation email or in your Back Market account.
To find them in your account:
Log in to your Back Market account.
Go to "Orders"
Find the order you want to track.
Select "See more details" or "Track shipment", if available.
You can then use the tracking information to identify your shipping provider and access its website.
Note: If you're chatting with Back Market's AI assistant, you can also ask it for your tracking information. If it can't provide the information you need, ask to speak with a human.
What delivery changes can I request from my shipping provider?
Depending on the shipping provider and your shipment's status, you may be able to:
Change the delivery date.
Choose a pickup location.
Add delivery instructions.
These options aren't available for every shipment. The shipping provider may also need the seller's authorization before making certain changes.
How do I contact my shipping provider?
Select your shipping provider to find its contact details and see what you can manage for your Back Market delivery:
What happens if I miss my Back Market delivery?
If you're not available when the shipping provider attempts delivery, it may leave a delivery notice explaining what to do next.
Depending on the provider, you may be able to arrange another delivery attempt or pick up your parcel from a pickup location.
Make sure to pick up your parcel within the provider's stated deadline. If it isn't picked up in time, it may be returned to the seller. A refund may be issued once the return has been processed.
For the exact deadline and available options, check your tracking information or contact the shipping provider.
Do I need to sign for my Back Market delivery?
In most cases, a signature is required when receiving a new order or a replacement item.
Check your tracking information or contact your shipping provider to confirm the delivery requirements for your parcel.
When should I contact Back Market Customer Care about my delivery?
Contact Back Market Customer Care if:
Your tracking information says the parcel was delivered, but you haven't received it.
Your tracking information hasn't been updated for several business days and the shipping provider can't explain why.
The shipping provider has investigated your parcel but still can't locate it.
The shipping provider needs instructions from the seller.
Your parcel is being returned to the seller.
How do I contact Back Market Customer Care about my delivery?
If you are already chatting with Back Market's AI agent and it couldn't help with your delivery issue, ask to speak with a human.
If you aren't already chatting with Back Market's AI agent, follow these steps:
Log in to your Back Market account.
Go to "Orders".
Select "Get help".