What to Do If Your Package Is Marked as Delivered but You Haven’t Received It
We understand how frustrating it can be when tracking shows a package as delivered, but you cannot locate it. If this happens, our team will work with the shipping carrier to investigate and help resolve the issue.
Important Delivery Notice
Carriers may occasionally mark packages as delivered slightly before the package actually arrives. Please wait up to 24 hours after the delivery scan before reporting the package missing.
Step-by-Step: Reporting a Missing Package
1. Double-Check the Delivery Area
Look around your property including porches, side doors, garages, mailrooms, or building lobbies. In some cases carriers leave packages in less visible locations for security.
2. Ask Neighbors or Building Management
Sometimes packages are accepted by neighbors, front desks, or property managers if the carrier cannot reach your door.
3. Wait a Few Hours
Delivery scans may occur before the driver completes their route. The package may still arrive later the same day.
4. Report the Missing Package
If the package has not arrived within 24 hours of being marked delivered, please submit a report so we can begin an investigation with the shipping carrier.
What Happens During the Investigation
- Our team will contact the shipping carrier to verify delivery details.
- If the carrier determines the package was misdelivered or lost, we will issue either a replacement order or store credit.
- If the carrier confirms the package was delivered to the correct address, additional verification may be required.
- In some cases, we may ask that a police report be filed before further assistance can be provided.
Investigations typically take up to 72 hours, depending on the carrier’s response time.
Helpful Tips
- Have your order number ready when submitting your report.
- Use the same email address used at checkout for quicker verification.
- If available, include a screenshot of the delivery confirmation.
Report Missing Package
If your package still hasn’t arrived after following the steps above, please submit a report so our team can begin investigating with the carrier.