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Mercari Says Shipped but Your Item Hasn't Arrived: What to Check in Japan
Mercari says your item has shipped, but it has not arrived. Based on Mercari's help pages, here is what each delivery status means, how long updates can take, what to check if it says delivered, and who to contact for Mercari Bin versus other shipping methods.
Written by Koetsu Co., Ltd.
When Mercari tells you an item has shipped but it does not seem to arrive, it is natural to worry. That does not always mean something has gone wrong. Based on Mercari's official help pages (checked on 6 October 2026), this guide explains how to read the delivery status, what to check in what order, and who to contact.
First, check the status on the transaction screen
For items sent by Mercari Bin (such as Rakuraku Mercari Bin and Yu-Yu Mercari Bin), you can check the delivery status from the transaction screen. You can also use the tracking number shown there on the carrier's website. According to the help page, status updates can take time, and you may need to wait up to about two days.
| Status | Meaning (per Mercari help) |
|---|---|
| 発送済み (shipped) | The seller has completed the shipping procedure |
| 輸送中 (in transit) | On the way from the drop-off point to the delivery depot nearest you |
| 配達中 (out for delivery) | On the way from the depot to your address |
| 店舗着荷 (arrived at store) | Arrived at the chosen store (Yu-Yu Mercari Bin convenience store or post office pickup only) |
| 配達済み (delivered) | Delivery completed, including mailbox, parcel locker or drop-off at a chosen spot |
If the status is anything other than delivered (配達済み) or under investigation (調査中), the item is still on its way, and the help page says to wait for it. It also notes that if the size chosen at shipping differs from the actual size, the status may not be visible.
If it says delivered but you cannot find it
If the status says delivered but you do not have the item, the help page suggests two possibilities: someone you live with may have received it, or the registered address may be wrong and it went somewhere else. Ask the people you live with first, and check your mailbox, parcel locker and any drop-off spot you chose.
If you still cannot find it, contact the carrier. The help page lists the contacts: Yamato Transport for Rakuraku Mercari Bin, Japan Post for Yu-Yu Mercari Bin, and a dedicated line for Eco Mercari Bin. You will need the tracking number from the transaction screen, so have it ready.
- Check the status and tracking number on the transaction screen
- If the status is not updating, wait up to about two days
- If it says delivered, check with your household, the mailbox, the parcel locker and drop-off spot
- Make sure your registered address is correct
- If it is still missing, contact the carrier with the tracking number
When you contact the carrier, have the tracking number ready along with the date and time it was marked delivered, your delivery address, and where and when you have already looked. If the carrier's investigation does not resolve it, the help page says to log in to Mercari and ask through the inquiry form.
If it was not sent by Mercari Bin
If the seller used a method other than Mercari Bin, the help page explains that Mercari cannot check the delivery status or investigate with the carrier. If the carrier offers no compensation, Mercari does not compensate either. That is why it is worth checking the shipping method before you buy.
In this case, send the seller a transaction message saying the item has not arrived, and ask them to check with the carrier. The help page lists possible reasons for delays: delivery to some areas such as Okinawa, Hokkaido and remote islands, bad weather or long holidays, and address errors.
Do not rate until it arrives
If you rate the transaction before the item arrives, the transaction is completed. Always receive the item and check it before rating. If Mercari sends you a reminder to rate, the help page on items not arriving links to guidance on what to do. For more on timing, see checking an item before rating on Mercari.
This guide covers person-to-person sales on Mercari with delivery inside Japan. Mercari Shops has separate help pages, so please check those for Shops orders. For dispatch time versus delivery time, see Mercari dispatch time vs delivery; for tracking international parcels, see order number vs tracking number.
