If your tracking says “delivered” but the parcel is missing, start with the delivery record rather than immediately assuming theft. Verify the address and scan details, search every likely drop-off point, ask household members and neighbors, and check whether a building office or parcel locker accepted it. Amazon says some orders are scanned before they arrive and advises waiting up to 48 hours for its orders. Then ask the carrier for location information, notify the seller in writing, and escalate through your payment provider if the seller does not resolve the problem.
What do I do if my package says delivered but I did not get it?
Work through these steps in order. Keep screenshots and messages as you go; they may be needed by the seller, carrier or card issuer.
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- Recheck the order and tracking record. Confirm the shipping address, delivery date and scan time. Read any delivery note, photograph, text message or stated drop-off location. Amazon’s US instructions specifically direct customers to check the address, Message Center, Your Orders, delivery photo and delivery instructions.
- Search the normal and less-visible drop-off places. Look at the front porch, side and back doors, garage, mailbox, parcel locker, weather-protected areas and other places out of direct view. In an apartment or condominium, check the package room and management office. Ask everyone in your household and nearby neighbors whether they accepted it.
- Allow for an early scan when the retailer says that can happen. Amazon says an order can be marked delivered before it physically arrives and advises waiting 48 hours. That is Amazon’s guidance for its orders, not a universal promise made by every carrier.
- Contact the carrier through its official tracking or support channel. Ask where the delivery scan was recorded and whether more detailed location information is available. USPS has a specific escalation route for eligible items that are still missing more than one postal business day after a delivered scan.
- Notify the seller in writing. Include the order number, tracking number, delivery address, scan time, places you searched and any carrier response. Ask what the seller will do next, such as opening an investigation, sending a replacement or issuing a refund. Keep the confirmation, tracking history, photographs and correspondence.
- Escalate if the seller does not fix the problem. In the United States, the Federal Trade Commission (FTC) says an undelivered purchase charged to a credit card can be a billing error. A written dispute generally must reach the card issuer within 60 days of the date the first statement showing the error was sent. Debit-card procedures differ, so contact the bank promptly and ask which process applies.
Check the delivery evidence before reporting a missing parcel
Confirm the destination and timing
A delivered status only helps if it is attached to the correct order and address. Compare the tracking page with the address shown in your order confirmation. Note the exact scan date and time, the carrier’s wording, and whether the status names a person, doorway, locker or other location. A scan made at a neighboring address or an old address changes what you should ask the seller and carrier to investigate.
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Delivery instructions may have directed the driver to a side entrance, garage or another safe place. A photograph can reveal a distinctive mat, door, wall or parcel locker even when the image does not show the street number. Save a copy of the photograph or screenshot before it disappears from the tracking page.
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Search the places carriers commonly use
Search methodically rather than checking only the front porch. USPS lists garages, mailboxes, porches, weather-protected or out-of-view locations, other exterior doors and parcel lockers among the places to check. Amazon likewise recommends checking the location specified in delivery instructions and asking household members and neighbors.
- Front, side and back doors, including behind furniture or planters that hide a package from the street.
- Garage entrances, sheds or other covered areas accessible from outside.
- Your mailbox, shared mail area or a parcel locker; check whether a locker key or access code was left separately.
- An apartment, condominium or office package room and the property-management or reception desk.
- Household members, roommates, neighbors and anyone who may have accepted a delivery on your behalf.
Write down when you checked each location and whom you asked. That record gives the seller a clear account of what has already been ruled out.
When to wait and when to call the carrier
Amazon’s 48-hour guidance
For Amazon US orders, the company says a package may be scanned as delivered before arrival and recommends allowing 48 hours. Treat that interval as retailer-specific advice. If the parcel appears after the wait, keep the tracking record in case the order later shows a delivery problem; if it does not, move to the carrier and seller contacts rather than waiting indefinitely.
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Ask for the scan location, not just another status
Use the carrier’s official tracking page or contact route. Give the tracking number and delivery address, then ask where the delivered scan was recorded and whether the carrier can provide a GPS-linked location, delivery image, signature detail or locker information. The available evidence varies by service, so ask what the carrier can actually disclose for that shipment.
USPS service-request timing
USPS defines a delivered scan as a record showing that a package was delivered, with a date, time and location. USPS also notes that a package not found may have been placed in a safer spot. If an eligible item remains missing more than one postal business day after the delivered scan, USPS says the customer can submit a service request to the local Post Office. Keep the “eligible” and “more than one postal business day” qualifications: the route is not described as applying to every USPS item immediately after every scan.
Amazon US: use the procedure that matches the order
Amazon’s instructions differ depending on who shipped and sold the order.
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Order shipped and sold by a third-party seller
After checking the address, notices, messages, delivery photo, instructions, household members and neighbors, contact the third-party seller through the order page. Provide the tracking evidence and your written search record. Ask the seller to investigate with the carrier and state whether you are requesting a replacement or refund.
Order shipped by Amazon
Amazon says to contact Customer Service if the order is still missing, and specifies a 30-day contact window after the expected delivery date for an order shipped by Amazon. The expected-delivery date and the 30-day period are Amazon’s stated process for these US orders; they should not be generalized to other retailers or countries.
Tell the seller exactly what happened
Contact the seller even when the carrier performed the physical delivery. The FTC’s consumer guidance starts with contacting the seller and keeping order and shipping records. A concise written message makes the issue easier to investigate:
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- Order number and tracking number.
- Shipping address shown on the order.
- Delivered scan date and time, plus any photo or location note.
- Locations searched and the names of household members or neighbors asked.
- What the carrier told you, including any service-request number.
- The remedy you want: carrier investigation, replacement, redelivery or refund.
Ask the seller to confirm the next action and expected response date. Save the sent message, the seller’s reply and every attachment. Do not rely on a phone call alone when a written record is available.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Payment escalation in the United States
Credit-card purchase
The FTC says that when goods were not delivered as agreed, a credit-card charge may qualify as a billing error under the Fair Credit Billing Act. First contact the seller. If the seller does not reverse the charge, send a written dispute to the card issuer within 60 days of the date the first statement showing the error was sent. Follow the issuer’s instructions for the correct billing-dispute address and include copies of your order, tracking record and seller correspondence.
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Debit card or other payment method
Debit-card protections and deadlines differ from credit-card billing-error rules. Contact the bank or payment provider promptly, explain that the goods were not received, and ask what dispute or fraud process is available. Do not assume that the 60-day credit-card deadline, or the same recovery outcome, applies to a debit card, bank transfer or another payment method.
Seller responsibility depends on location and delivery instructions
There is no single worldwide rule assigning liability for a delivered-but-missing parcel. The result can depend on your country, whether you bought from a business or private individual, the carrier’s contract and the delivery instructions you accepted.
Example: advice for Wales
Citizens Advice Wales states that when a consumer buys from a business, the seller is responsible for ensuring delivery and should pursue the courier. Its guidance also says the outcome can change if the consumer agreed to a neighbor or alternative safe place. If the agreed location was used and the parcel then disappeared, the seller’s responsibility may differ; if delivery was not made to the agreed location, the guidance says the seller must sort out the issue.
This is Wales-specific advice, and the page was last reviewed on 22 November 2018. It is an example of how jurisdiction and safe-place instructions matter, not a rule for the United States or every other country. Check your local consumer law and the payment issuer’s rules before relying on a deadline or liability principle.
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| Problem to solve | Best first route | Evidence to provide | Important qualification |
|---|---|---|---|
| Find where the parcel was left | Carrier tracking or official support | Tracking number, address, scan time and delivery photo or note | Available location detail depends on the carrier and service |
| Resolve a business purchase | Seller’s written support channel | Order record, search log and carrier response | Seller duties vary by jurisdiction and delivery agreement |
| USPS item still missing | Local Post Office service request | Delivered-scan details and tracking number | USPS describes this for eligible items missing more than one postal business day after the scan |
| Amazon US order still missing | Third-party seller or Amazon Customer Service, depending on who shipped and sold it | Order page, notices, photo, messages and tracking record | Amazon states a 30-day contact window after the expected delivery date for orders shipped by Amazon |
| Seller does not resolve a US credit-card charge | Written billing-error dispute with the card issuer | Statement, order, delivery record and seller correspondence | FTC guidance says the dispute generally must be sent within 60 days of the first statement showing the error |
Mistakes that can weaken a missing-delivery claim
- Reporting only “not received.” Include the scan time, address checked, locations searched and people contacted.
- Waiting without a limit. Amazon’s 48-hour advice applies to its orders; USPS’s service-request timing refers to more than one postal business day for eligible items. Other carriers and sellers may set different procedures.
- Using an unofficial contact number or link. Start from the order page, carrier tracking page or the carrier’s official website to avoid sending order data to the wrong party.
- Assuming the carrier alone must refund you. Ask the seller what remedy it will provide, then use the carrier evidence to support that request.
- Missing a payment deadline. A US credit-card billing-error dispute has a specific written 60-day timing rule described by the FTC. Contact the issuer promptly even while the seller investigation is open.
- Assuming a safe-place instruction has the same effect everywhere. An agreed neighbor, locker or alternative location can affect responsibility under local law.
Keep a complete record until the case is closed
Store the order confirmation, invoice, tracking history, delivery photograph, carrier chat or service-request number, seller messages and payment statement together. Record dates and names for every contact. If the parcel later appears, tell the seller and carrier when and where it was found; if it never appears, the same record supports the replacement, refund or payment dispute route available in your jurisdiction.
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