My tracking says delivered but I don't have the packageUpdated 3 hours ago
Frustrating, and more common than it should be. Most packages marked delivered turn up within 48 hours, so work through this list before assuming it is gone.
Check these first
- Everywhere around the property — behind gates, side doors, porches, garages, sheds, under the deck, behind planters. Drivers hide parcels from the street.
- With neighbours, and at the building office or mailroom if you are in an apartment or condo.
- With anyone else at the address who might have brought it in.
- The delivery address on your order confirmation — an old saved address is a frequent culprit.
- The tracking detail itself. Some carriers mark a parcel delivered when it reaches a local depot or access point rather than your door.
Then contact the carrier
The driver's GPS scan data can pin down where the package was actually left. Have your tracking number ready and ask them to open a trace. Carriers will often only accept this request from the recipient, which is why this step comes before contacting us.
Then contact us
If it has not appeared after 48 hours, email [email protected] with:
- Your order number
- The tracking number
- Confirmation of the delivery address
- Any case or reference number the carrier gave you
We will open a trace from our side and work it through to a resolution with you.
Preventing it next time
For high-value orders, consider shipping to a work address or a carrier pickup point, or add a delivery instruction at checkout. A car part sitting on a front porch in a visible box is a tempting target.