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      1. Unicorn Help Center
      2. Buyers

      Why haven’t I received my order?

      If your order hasn’t arrived within the expected timeframe, don’t worry, we’ll help you track it down. Use the checklist below to identify what may have caused the delay and how to resolve it.

      ✅ Step 1: Confirm Your Delivery Selection

      • Check your invoice email and confirm whether you selected storage instead of delivery in the payment portal.

      • If you selected storage and now want your order shipped, contact Customer Support to:

        • Confirm your delivery address

        • Grant permission to charge the delivery rate on your saved payment method

      📧 customerservice@unicornauctions.com
      💬 Live Chat via the widget in the bottom-right corner

      ✅ Step 2: Confirm Invoice Was Paid On Time

      • After an auction closes, you have 5 business days to:

        • Pay your invoice

        • Select your delivery method (shipping, pick-up, or storage)

      If no action is taken within 5 business days:

      • Unicorn will auto-charge the payment method on file with delivery added

      • Unicorn will send a, "RESPONSE REQUIRED" email asking for confirmation to do one of the following:
        • Set up a shipment
        • Schedule a pickup appointment
        • Hold in storage until a later date
      *Please note that we will not set up a shipment of an invoice that was auto-charged without confirmation from you

      ✅ Step 3: Check Delivery Availability & Tracking

      • All deliveries require someone 21 or older to sign.

      • If no one is available, the shipment will be returned to Unicorn Auctions .

      • Once returned, our Support Team can help you reschedule delivery.

      Check the tracking email from:

      • tracking@shipstation.com

      • donotreply@weshipexpress.com

      Make sure your shipping information is correct. If not, contact us to update the delivery address.

      🚫 I Missed My Delivery – What Now?

      If you weren’t available to sign for the delivery:

      • The package will be returned to Unicorn Auctions after 3 failed delivery attempts

      • Our team can initiate shipping again once we confirm your updated delivery instructions

      To reschedule delivery:

      *Please note, delivery will need to be paid again to set up a return shipment

      Need More Help?

      Our team is here to support you through every step of the delivery process. Reach out anytime and we’ll get your bottles to you as soon as possible.