My tracking says delivered, but I do not have it

Parcels marked delivered do turn up. Most resolve within two business days. Here is the sequence that works.

First, check these#

• Neighbours, housemates, building management, front desk. Carriers frequently hand parcels to whoever answers
• Discreet spots. Porches, side gates, behind planters, mail rooms, parcel lockers
• The address on your order. Confirm it matches where you expected the parcel. An old saved address is a common cause

Then wait two business days#

Carriers sometimes scan a parcel as delivered before it physically arrives, particularly at the end of a route. Two business days from the posted delivery date clears most of these.

Then contact us#

If the parcel has not appeared after two business days and you have checked the above, contact us with your order number.

Do not contact the carrier yourself. We open the claim on our side. Carriers generally will not accept a claim from the recipient on a commercial shipment, so going direct usually costs you time.

Failed delivery attempts and returned parcels#

If tracking shows a failed delivery attempt rather than a delivery, contact us and we will arrange redelivery or correct the address with the carrier.

If a parcel is already on its way back to us as undeliverable, contact us and we will confirm whether we reship or refund once it arrives. Missing apartment or unit numbers are the most common cause of this.