It can be concerning when your tracking status shows "Delivered" but your package is nowhere to be found. Below are key steps to handle this situation, along with advice for specific circumstances such as unusual tracking updates or carrier-specific procedures.
General Troubleshooting Steps
Step 1: Wait 24 Hours
When a package is marked as delivered, it may still be in transit or located in an alternative area. Before taking further action:
Wait up to 24 hours after the carrier scan marks the package as delivered. Carriers can sometimes scan packages as delivered prior to their actual arrival.
During this waiting period, check various areas where the package could have been placed, such as: - Front or back porch - Side or rear doors - Neighbor's address - Building mailroom, front desk, or parcel locker
Step 2: Verify Order and Tracking Details
Check the shipment confirmation email or the order details in your account to:
Reconfirm the shipping address provided for the order.
Access the tracking information link to monitor the real-time status of your package.
Step 3: Investigate Alternate Delivery Locations
Carriers may sometimes leave packages in less-obvious locations. Consider these possibilities:
A neighbor may have accepted the package on your behalf.
Building staff (e.g., front desk personnel) might have received it.
Delivery drivers could place the package behind planters, by the garage, or in another secure yet less-visible spot.
Escalation: When to Contact Customer Support
If your package does not appear within 24 hours of delivery and you've searched various areas where the package could have been placed, reach out to Customer Support and explain the issue. The team will be able to investigate and provide you with the appropriate resolution.
Call us at our toll-free number
Email us at our customer support address
Chat with us via the live chat feature on our website
Our representatives are available:
Monday–Friday: 7 AM – 6 PM PST
Saturday: 7 AM – 3 PM PST