Delivered but Not Received

If your tracking shows that your parcel has been delivered but you have not yet located it, there are a few quick checks we recommend completing before contacting support.

In many cases, the shipment is nearby and can be located with these steps.

Check the delivery location

Couriers sometimes leave parcels in a safe place to complete delivery successfully.

Please check:

• Around your front door or mailbox

• With your building reception or concierge

• Nearby safe locations such as a parcel locker

• With neighbours or household members who may have accepted the delivery

Allow a short delivery window

Some carriers mark a parcel as delivered shortly before the final drop-off.

If the status was updated recently, we recommend allowing a little additional time for the package to arrive.

Review the tracking details

Tracking updates sometimes include helpful notes such as:

• “Left in a safe place”

• “Delivered to reception”

• “Signed for by…”

These details often indicate exactly where the parcel was placed.

Contact the courier

If you are unable to locate the shipment, the fastest way to resolve the issue is often to contact the courier directly using your tracking number.

They can:

• Confirm the GPS delivery location

• Speak with the driver

• Initiate a delivery investigation

Many missing parcels are recovered quickly through this process.

Still unable to locate your order?

If you have completed the steps above and still need assistance, please submit a request and include:

• Your order number

• Your tracking number

• Any information provided by the courier

Our support team will be happy to assist with the next steps.

Important information

Once a parcel has been marked as delivered by the courier, it is considered successfully completed within the carrier network.

However, if a delivery issue is suspected, we will always work with the courier to help guide you toward a resolution.