What should I do if my order shows as “Delivered” but I haven’t received it?Updated 13 days ago
We understand how frustrating it can be to see a delivered notification when your package is not in hand. In some cases, packages may be marked as delivered shortly before they arrive or may have been placed in a nearby location for safekeeping.
Before assuming your order is missing, please confirm that your order includes a physical product with carrier tracking information. Some order items, such as digital products, donations, Order Protection, or preorder items, may not generate a standard shipment immediately. These items can sometimes cause your order status in Shop or your account to display as “Waiting for Details” while your physical items are still processing or awaiting shipment.
If your order includes physical items with tracking, please follow the steps below:
1. Allow Time for Delivery Updates
If your tracking shows “Delivered” but you have not received your package, please allow up to 5 business days from the delivery date for the package to arrive. Occasionally, delivery scans may update before the package is physically delivered.
2. Check Common Delivery Locations
Please check around your property, including:
- Front door, porch, garage, or side entrances
- Mailbox or package lockers
- Areas around outdoor furniture or other covered locations
- With household members, neighbors, or building management (if applicable)
3. Review Your Tracking Information
Your tracking details may include additional delivery information or updates. Please continue monitoring the tracking page for any changes.
4. When Is a Package Considered Missing?
If your physical order has a valid carrier tracking number, has not arrived, and there have been no tracking updates after 15 business days, please contact our Customer Service team so we can review the available options and assist with next steps.
Please note that once an order has shipped, tracking information and delivery scans are provided by the shipping provider. We have access to the same tracking information available to customers and will do our best to assist if an issue occurs.