What should I do if my order says delivered but I can’t find it?

Seeing a delivered status on your tracking but not finding your package can be stressful, but there are several steps you can take to locate it. Here is what to do if your order shows as delivered but you cannot find it.

Step 1: Wait a little longer

Carriers will sometimes mark a package as delivered slightly before it actually arrives. Here is what to know:

• Give it a few hours after the delivered status appears before assuming something is wrong
• In some cases, packages are marked as delivered and then show up the following business day
• Check your tracking information again later in the day to see if any additional updates have been added

Step 2: Check around your property

Before reaching out, do a thorough check of your property. Carriers will sometimes leave packages in less obvious locations. Here is what to check:

• Check your front door, back door, side entrance, and garage
• Check behind bushes, on porches, or in any covered areas around your home
• Check with neighbors to see if the package was accidentally left at the wrong address
• Check with anyone else in your household who may have already brought the package inside

Step 3: Check with your carrier

If you still cannot locate your package after checking your property, the next step is to reach out to the carrier directly. Here is what to do:

• Use your tracking number to contact the carrier and ask for more details about the delivery, including the exact delivery location and whether a photo was taken
• Many carriers take a photo at the time of delivery which can help identify where the package was left
• Ask the carrier to file a trace on the package, which initiates an investigation into the whereabouts of your shipment

Step 4: Contact us

If you have checked your property and followed up with the carrier and still cannot locate your package, reach out to us right away. Here is what to know:

• Contact us with your order number and a description of the situation and our team will work with you to help resolve it as quickly as possible
• Please note that lost package claims must be filed within 72 hours of the delivery date listed on the carrier's website, so it is important to act quickly
• If you added Shipping Protection to your order, our team can help expedite your reimbursement or replacement through our support team
• Without Shipping Protection, a claim will need to be filed with the carrier, which can take longer to resolve, but our team will be happy to help guide you through the process

What if my package was stolen?

If you believe your package was delivered and then stolen, here is what to do:

• Contact us right away and our team will work with you to determine the best path forward
• Depending on the situation, we may require a police report or notarized statement to process a stolen package claim
• Stolen package claims must be started within 72 hours of the delivery date listed on the carrier's website

Tips to prevent future delivery issues

Here are a few steps you can take to help ensure a smooth delivery on future orders:

• Make sure your shipping address is accurate and complete when placing your order, including your business name if shipping to a business
• If you know you will not be home during the delivery window, consider asking a trusted neighbor to keep an eye out for your package
• Adding Shipping Protection to your order provides coverage against lost, stolen, or damaged packages and allows our team to quickly process a reimbursement or replacement if something goes wrong

If you have any questions or concerns about a missing delivery, contact us right away with your order number and our team will do everything we can to help get it resolved quickly!