Three different situations, and the checks overlap — start with whichever matches your tracking.
Tracking says delivered, but nothing arrived
Parcels marked delivered are often left somewhere less obvious, or scanned slightly early. Check:
- Around entrances, side doors, porches, garages and other sheltered spots
- With other people in your household
- With immediate neighbours
- With your building's mailroom, front desk or management
Then check with the carrier shown in your tracking — they can usually say exactly where it was left, and often have a delivery photo. This resolves most cases within a day.
Tracking is moving, but slowly
Carrier delays happen because of weather, customs, transport disruption or seasonal volume. The tracking link in your shipping confirmation carries the carrier's most current update, which is usually ahead of anything we can see.
International parcels can sit at customs for several days without a scan. That is normal and usually clears on its own.
You think it is lost or stolen
Tell us as soon as possible so we can open a case with the carrier while the trail is fresh. Send your order number, your tracking number, and what the tracking currently shows.
If tracking says delivered, work through the checks at the top of this page first — carriers will ask whether you have.
What happens next
We review the shipment record with the carrier and confirm the next step with you.