Package says delivered but it's not there — what to do

A step-by-step order of operations: check first, wait, then escalate — and who actually pays when it's stolen.

The first 24 hours

Drivers sometimes close routes before scanning. Check the porch, back door, garage, mailbox, concierge and neighbours first — most 'missing' parcels are within 30 metres. Then wait 24 hours before escalating.

Use the proof of delivery

Carriers keep photos, signatures and GPS data for scanned deliveries. Request it: if the photo or geolocation isn't your door, that's your strongest lever for the claim.

Escalate in this order

1) Carrier claim with the tracking number → 2) seller or marketplace protection (Amazon, eBay, Temu, TikTok Shop all cover non-delivery) → 3) for expensive items or suspected theft, a police report (some insurers require it).

Frequently asked questions

How long should I wait before claiming?

24–48 hours for the parcel to reappear or be re-scanned; after that, claim without guilt.

Who pays when a parcel is stolen after delivery?

Technically the recipient, but marketplaces usually refund anyway; home insurance and some credit cards also cover porch piracy.

Can I get the driver's GPS data?

You can request the delivery geolocation from the carrier as the recipient; support shares it in most claim processes.

Have a tracking number?

Paste it in the box and see the full route in seconds.