Package says delivered but is not here?

Start with the delivery record, then search the places connected to your address. A Delivered scan records a carrier event; it does not always show who picked up the package or whether it is in the place you expected.

1. Open the carrier's official tracking page. Check the delivery time, location, photo, signature, recipient name, locker or pickup-point details when they are available.
2. Confirm that the city, postal code and delivery address on the order are yours. A tracking number supplied for another address needs to be handled with the seller or marketplace.
3. Check the mailbox, parcel locker and any key left in the mailbox. Look around the porch, garage, side and back doors, gates and weather-protected places.
4. Ask household members and, when appropriate, neighbours, reception, concierge, security, the mailroom or building management.
5. Save the tracking page and delivery evidence before it changes. Then use the carrier-specific process below if the package is still missing.

Do not assume theft from the Delivered status alone. The package may be in a safe place, with another person at the address, at a building handoff point, or at the wrong location. The official delivery record and a carrier investigation are more useful than guessing.

Not necessarily. It means the carrier recorded a delivery event. Depending on the service, the record may show a location, photograph, signature or the name of a person who accepted it. It may also show only a time and general delivery location.

That record can help locate the package, but it does not by itself establish who has the package now, whether it was taken after delivery, or whether a seller, marketplace or carrier must issue a refund.

Use the delivery description as your starting point. “Mailbox,” “parcel locker,” “front door,” “reception,” “safe place” and a named recipient each point to a different search.

• Check inside and around every entrance, including places hidden from the street or protected from rain.
• Look for a parcel-locker key, access code, pickup notice or message from building staff.
• Ask whether another person at home or work accepted the package without telling you.
• Compare any delivery photo with your door, floor, house number, doormat, plants and surrounding walls.
• If a signature or recipient name appears, ask the carrier what its public tracking record allows you to verify. It may be someone at the address rather than the person named on the label.

Follow the rule published by the carrier that recorded the delivery. There is no safe waiting period that applies to every company and country.

• USPS asks customers to check the recorded location and nearby places, then submit a service request if an eligible package is still missing after more than one postal business day.
• Royal Mail says an item scanned as delivered today may rarely have a scanning error; allow an extra day before contacting it. If the delivered scan was before today, use its contact form.
• FedEx provides Report Missing Package from Manage Delivery after you check available picture proof of delivery.
• UPS tells customers whose package says Delivered but cannot be found to file a claim so it can investigate.
• Canada Post tells customers to complete its location checks and ask it to start an investigation if the package is still missing. A later compensation claim can only be started by the sender.

If the tracking record shows the wrong city, an unfamiliar recipient, or a photograph that is clearly not your location, preserve that evidence and report the mismatch promptly instead of waiting for a generic period.

Use the company shown on the final Delivered event. For international parcels, this may be a local carrier rather than the company that handled the first part of the journey.

• USPS: open the parcel on our USPS tracking page, then use the official USPS tracking status help and service-request path when its waiting rule is met.
• UPS: review the delivery details and file a UPS claim if the package says Delivered but cannot be found.
• FedEx: check picture proof of delivery when available, then choose Manage Delivery and Report Missing Package in FedEx tracking.
• Canada Post: open the parcel on our Canada Post tracking page, complete the carrier's location checks, and then ask Canada Post to investigate.
• Royal Mail: check the address, signature, household, neighbour, Safeplace, photo or work post room. Then follow Royal Mail delivered but not received help according to the date of the scan.

Carrier instructions can change. The links above lead to the official processes checked on September 5, 2026.

Contact the seller or marketplace when the address or tracking number supplied with the order appears wrong, when the carrier requires the sender to open a claim, or when the package remains missing after you follow the carrier's recovery process.

Give them the order number, tracking number, delivery date, places checked and carrier case number. Keep the carrier investigation and the store's refund or replacement process separate: their rules, deadlines and required evidence may differ.

Save a screenshot showing the mismatch and compare it with your confirmed delivery address. Report exactly what is different: for example, the door in the photograph is not yours, the recipient name is unknown, or the delivery location does not match the order.

Do not publish the full tracking number, address, signature or photograph in a public forum. Give the evidence directly to the carrier, seller or marketplace through its official support channel.

It is possible, but a missing package and a Delivered scan do not prove theft. First rule out another delivery location, a building handoff, an address mismatch and a carrier error. If the carrier or seller asks for a theft report, follow the instructions for your location and do not put yourself at risk trying to recover the package personally.

• the order confirmation and confirmed delivery address
• a screenshot of the Delivered status, date, time and location
• the delivery photo, signature or recipient name when provided
• the date you checked household, building and nearby delivery locations
• carrier, seller and marketplace case numbers and replies

This record helps each company understand what has already been checked. It does not guarantee a particular investigation, refund, replacement or compensation result.

A Delivered status does not create an automatic refund, and it does not automatically defeat a request for help. The outcome depends on the carrier service, shipment protection, seller or marketplace policy, local consumer rules and the evidence from the delivery investigation.

Start the correct process before its deadline, keep the case number, and ask the seller or marketplace what evidence it needs. Avoid websites or messages that promise a guaranteed refund or ask for payment through an unexpected delivery link.