Tracking says delivered but nothing arrived

This is one of the more frustrating outcomes and it is nearly always recoverable. Work through these in order.

First, the 24-hour check

Carriers sometimes scan a parcel as delivered at the depot the night before it actually goes out. A surprising number of "missing" parcels appear the following morning. Before anything else, check:

• Side and back doors, porches, and behind planters or bins
• With neighbours, a building manager, or a mail room
• Whether a household member brought it in

Then request the delivery photo

Most carriers capture a proof-of-delivery image. Ask us and we will pull it. It very often shows a door that is not yours, which turns this from a mystery into a straightforward misdelivery.

What we do

We open a carrier investigation and, for anything beyond a low-value order, reship or refund without waiting for the claim to close. You should not be out of pocket while two companies talk to each other.

Report it within 14 days of the delivery scan so the carrier still has the record.