Order marked delivered but not received - what to do

Tracking says my parts order was delivered, but I never received it

Parts and accessories orders ship by parcel carrier (USPS, UPS or FedEx). Occasionally the carrier scans a package as delivered when it has not reached you. Here is what is happening and what to do about it.

Why this happens

The most common causes are:

  • Left at the wrong door or unit. Similar street numbers, apartment or suite buildings, and shared mail rooms are the usual culprits.
  • Handed to someone else. At business addresses the carrier will often release a parcel to whoever is present, which is a problem if the delivery lands on a day the business is closed.
  • Scanned early. Some carriers scan a parcel as delivered at the start of the route and complete the drop later the same day, or occasionally the next day.
  • Taken after delivery. Parcels left in a visible spot are sometimes removed by someone else.

Step 1: wait one business day

If the delivered scan happened today or yesterday, give it one more business day. A meaningful number of these turn up on their own.

Step 2: check the likely places

  • Any porch, side door, garage, or behind planters and gates.
  • Your building's mail room, front desk, or concierge.
  • Immediate neighbours, and at a business address, neighbouring suites that share your delivery point.
  • The exact delivery address on your order confirmation, in case the parcel went to a previous or alternate address.

Step 3: open a search with the carrier

The carrier holds the delivery scan and the driver's record of where the parcel was left, so they are the only party who can trace it. Using your tracking number:

  • USPS - open a Missing Mail search at usps.com under Help. This brings your local delivery office into the case, and USPS requires it before they will investigate.
  • UPS - open a claim or delivery investigation through ups.com, or call the number on the tracking page.
  • FedEx - open a missing package report through fedex.com or the number on the tracking page.

Filing this yourself, as the recipient at the delivery address, carries more weight than a request from us, because the carrier will want to speak to someone at the address.

Step 4: contact us

Reply to your order confirmation email or contact us with your order number and let us know that you have opened a carrier search. We will look at your order and go through the options with you rather than leaving you waiting on the carrier indefinitely.

It helps if you can tell us:

  • your order number
  • the date the tracking shows as delivered
  • whether the delivery address is a home or a business, and whether anyone is normally there to receive parcels
  • the outcome of the carrier search, if you already have one

If you bought shipping protection

If you added shipping protection at checkout, tell us when you get in touch. A protected order has a claim route that resolves faster than a carrier investigation.

Preventing it next time

If deliveries to your address are unreliable, consider shipping to a work address with staffed receiving, or adding delivery instructions at checkout. For business addresses, avoid weekend delivery windows if the premises are closed.