Cannot find your package? – What to do if your order is missing.

Package not where it should be? Don't worry—missing packages are often due to delivery delays, carrier updates, or items left in unexpected spots. This guide will help you locate your order and take the right steps if it doesn't turn up.

Check Your Order Status

The first step when you cannot find your package is to check your tracking information. Here's how:

Track your shipment using your order number:

• Log into your account and go to "My Orders"
• Find your order and click "Track Shipment"
• You'll see a tracking link that shows your package's current status

Understanding tracking statuses:

• In Transit – Your package is on its way and moving through the carrier's network
• Out for Delivery – The carrier is delivering your order today
• Delivered – The carrier marked your package as successfully delivered
• Exception – There's a delay or issue preventing normal delivery (weather, incorrect address, access issues)

Sometimes carriers update tracking information several hours after actual delivery. If your status shows "delivered" but you don't see your package, wait 24 hours and check again—the item may still arrive.

Common Delivery Issues

Several factors can explain why you cannot find your package even after it ships:

Delivery to wrong location: Carriers occasionally deliver to the wrong address, especially in neighborhoods with similar street names or apartment complexes. Your package might be at a neighbor's door.

Package placed in unexpected spot: Delivery drivers often leave packages in safe locations to protect them from weather or visibility. Check these areas around your property:

• Behind planters, bushes, or outdoor furniture
• Inside screen doors, porches, or covered entries
• Garage areas or side doors
• Building mailrooms, leasing offices, or package lockers (for apartments)
• With building staff or front desk (for businesses)

Delayed carrier tracking updates: Tracking systems don't always update in real time. Your package status might show "in transit" even though it's actually been delivered, or show "delivered" before it physically arrives.

Package theft: Unfortunately, porch piracy does occur. If you've thoroughly checked your property and neighbors haven't received your package, theft is a possibility you'll need to report.

What to Do If You Still Can't Find It

If you've checked tracking, searched your property, and asked neighbors but still cannot find your package, follow these steps:

1. Confirm your delivery details Double-check that your shipping address is correct in your order confirmation email. Verify that any delivery instructions you provided were clear and accurate. If you recently moved or have multiple addresses on file, ensure the package wasn't sent to the wrong location.

2. Contact the shipping carrier Reach out to the carrier (USPS, FedEx, UPS, etc.) directly with your tracking number. They can provide detailed delivery information, including:

• Exact delivery time and location
• Photo proof of delivery (if available)
• GPS coordinates where the driver scanned the package

The carrier may open an investigation if the package cannot be located.

3. Contact our customer support If the carrier cannot locate your package or you need further assistance, please reach out to us. Have this information ready:

• Your order number
• Tracking number
• Confirmation that you've checked with the carrier

Our team will review your order and work with you to resolve the issue. Depending on the situation, we can file a claim with the carrier, issue a replacement, or provide a refund for your missing appliance parts.

Preventing Future Issues

Help ensure your packages arrive safely with these delivery tips:

Add detailed delivery instructions: When placing your order, include specific instructions like "Leave at side door" or "Deliver to apartment office." Clear guidance helps drivers place packages in the safest spot.

Consider alternative delivery locations: If you're not home during delivery times, ship to your workplace, a trusted neighbor, or use carrier pickup locations like UPS Access Points or Amazon Lockers.

Install a doorbell camera or lockbox: Video doorbells can deter theft and provide proof of delivery. Secure package lockboxes give drivers a safe place to leave your order.

Ship to a business address when possible: Packages delivered to businesses during work hours are less likely to be stolen or misplaced since someone is available to receive them.