Buyer Help: Track, Cancel or Report a Problem

Last updated: October 16, 2026

What this page helps you do: check on an order you bought from a seller on Streamster, cancel it, or get help if something went wrong.

You don't need an account. Track an order with your order reference and email, see all your orders with a one-time email link, cancel until the seller buys a shipping label, and use Report a problem within 14 days of delivery. You bought from an independent seller, they ship your order and handle returns, and Streamster provides the checkout and these tools.

Track an order

1. Go to streamster.shop/orders/lookup.
2. Enter your order reference (it looks like STR-XXXXXXXX and is in your confirmation email) and the email you used at checkout.
3. You'll see the order status and, once it ships, the carrier and a tracking link. You also get an email when it ships.

See all your orders ("My orders")

1. Go to streamster.shop/orders/my and enter your checkout email.
2. Open the one-time sign-in link we email you.
3. You'll see every order placed with that email, with buttons to cancel or report a problem.

Didn't get the email? Check spam, and make sure it's the same email you used at checkout.

Cancel an order

In My orders, tap Cancel order. You can cancel for a full refund until the seller buys a shipping label or adds tracking. Once it has shipped, the cancel button goes away, message the seller instead, or use Report a problem if there's an issue when it arrives.

Confirm your order arrived

When the carrier confirms delivery, we email you to ask whether the order arrived as described, with one reminder a week later. You can answer from that email, from My orders, or from the order lookup page. Confirming completes the order and usually releases the seller's payment (for newer sellers, larger orders are paid 14 days after delivery instead), so only confirm once you have everything and it matches what you paid for. If something is wrong, use Report a problem instead. If you don't respond, the order is treated as received 14 days after the carrier confirms delivery.

Report a problem

Use this if your item never arrived, arrived damaged, is the wrong item, or is not as described.

1. Open the order in My orders or on the order lookup page and tap Report a problem.
2. Choose a reason and describe what happened.
3. Damaged, wrong item or not as described: photos are required. Add 2 to 6 photos you took yourself, in the labelled slots: the whole item and a close-up of the problem (both required), plus the box with its shipping label (recommended). JPEG, PNG, HEIC or WebP, up to 10 MB each. You can add one short video too. Stock photos and screenshots aren't accepted.
4. Other: add a photo, or describe the problem in at least 50 characters.
5. Never arrived: if the carrier says it was delivered, the form shows the delivery date and city first. Check with neighbours and your building, file a missing-parcel claim with the carrier, then tick the box and describe what you checked. If the delivery was signed for (orders over $250 ship with signature confirmation), you can't open a not-received claim, email support@streamster.shop instead.
6. Submit within 14 days of delivery (or of the order date, if it never arrived).

What happens next: the seller has 3 days to respond. If they reply, or your order shows as delivered, a person on our team looks at your photos and the seller's side and decides. If the order never arrived and the seller doesn't respond in time, the case is decided in your favour. If the carrier shows a "not received" order as delivered, the report is closed in the seller's favour; contact support if you think the tracking is wrong. If you've reported several problems recently, our team reviews the case instead.

Returning an item for a refund

When a damaged, wrong or not-as-described case is decided in your favour, you send the item back first. We email you the seller's return address and a post-by date (14 days), and the steps appear on your order page. If the item comes back used or damaged, the seller may keep up to 50% of the refund; they must send a photo and a note, which we email you, and you can ask us to review it.

1. Pack the item and post it with a tracked service. Return postage: the seller pays if the item was not as described or the wrong item (they email you a prepaid label); otherwise, for example damage in transit, you pay.
2. Add the return tracking number on your order page (My orders or order lookup).
3. Your refund is issued as soon as the seller confirms the item arrived, or automatically 10 days after tracking shows it was delivered.

If you don't post it by the date given, the case closes and the seller is paid. The seller can also choose to refund you without a return, then you keep the item. Partial refunds never need a return.

Contact the seller

For questions about an item, sizing, shipping times or returns, use the Contact seller button on the store, order lookup or checkout confirmation page. Your message goes to the seller through Streamster, and your email address is not shown to them. You can also reply to an order email, but that reply goes straight to the seller, who will see your email address. Pay only through Streamster checkout: if a seller asks you to pay by Venmo, Cash App, Zelle, PayPal or gift card, don't, and tell support@streamster.shop. Purchases outside Streamster aren't covered.

Problems with the website itself

If a page won't load or your sign-in link doesn't arrive, send us a message from the support form or email support@streamster.shop. For anything about the order itself, start with the seller and Report a problem, that's the fastest way to a resolution.

Frequently Asked Questions