I ordered online and never received my order, what does the law say?

In the United States? This answer is Québec and Canadian law. The US side of this site answers different questions, state by state: different law, and different coverage. Go to the US side

In detail

A distance contract is one entered into without the merchant and the consumer being in each other's presence: a purchase on a website, by telephone, by mail. The Act devotes a whole division to it, and provides two distinct ways out.

The first rests on a failure of form. Section 54.8 allows cancellation "within seven days after receiving a copy" where the merchant did not disclose the required information, did not give an express opportunity to accept, decline or correct the proposal, or did not send a conforming contract. That period becomes 30 days from the making of the contract where the merchant did not send the copy within the 15 days set by s. 54.7. So it is not a right to change one's mind: it depends on a failure by the merchant.

The second rests on the order that never arrived. Section 54.9 covers the case where the principal obligation is not performed within 30 days; cancellation is then available at any time before performance. A specific case is set out for transportation, lodging or restaurant services and for tickets: the failure to provide, in time, the documents enabling the consumer to receive the service or be admitted to the event.

What follows carries figures. Section 54.13: within 15 days of cancellation the merchant refunds every sum paid under the contract and any accessory contract, including sums paid to a third person; the consumer restores the goods within the same period, at the merchant's reasonable expense. Failing a refund, s. 54.14 opens a chargeback request to the credit card issuer within 60 days of the default; s. 54.15 lists the eight items the written request contains and s. 54.16 requires the issuer to acknowledge receipt within 30 days. That route does not go through a court.

What to document

The invoice or contract, with its date. The method of payment · a bank or card statement carries a date no one disputes. Exchanges with the merchant, with their timestamps. The condition of the goods when the problem appeared: a photograph carries its date; a recollection does not.

Official sources

• art. 54.9 de la Loi sur la protection du consommateur (RLRQ c P-40.1) · read on 2026-08-09

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